_id,_item_id,name,licence-pdf,_commit,licence-text
1,fa235cb68509f129eb539824fa4e4174a0985eaf,Agora Communications Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Agora.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
AGORA COMMUNICATIONS PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 24 MAY 2018

TABLE OF CONTENTS
PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.
21.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Issued on 24 May 2018

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Issued on 24 May 2018

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY AGORA
COMMUNICATIONS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES
TO
BE
PROVIDED
BY
AGORA
COMMUNICATIONS PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 24 May 2018

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO AGORA COMMUNICATIONS PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Agora Communications Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 24 May 2018

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 24 May 2018

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Issued on 24 May 2018

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 24 May 2018

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 24 May 2018

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 24 May 2018

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 24 May 2018

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) allocated
is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 24 May 2018

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Issued on 24 May 2018

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Issued on 24 May 2018

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 24 May 2018

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 24 May 2018

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 24 May 2018

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 24 May 2018

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Issued on 24 May 2018

authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information

Issued on 24 May 2018

obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 24 May 2018

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 24 May 2018

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 24 May 2018

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 24 May 2018

B
/
Director-General (Telecoms & Post)

Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 24 May 2018

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 24 May 2018

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY AGORA COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

Issued on 24 May 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY AGORA COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

Issued on 24 May 2018

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 24 May 2018

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Registration of Subscribers

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 4.1 does not apply to prepaid card
services.

4.2

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 24 May 2018

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscriber:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 24 May 2018

2.2

The register shall be kept by the Licensee for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

4.

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

Issued on 24 May 2018

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration
Act (Cap. 201), passport or Employment Pass and make and keep
a photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through
appropriate documents that are recognised by the authorised
establishments in the country of purchase.

4.4

In the case of termination of the Services to a subscriber, the subscriber’s
records shall be kept by the Licensee for a period of not less than twelve (12)
calendar months from the date of termination.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised

Issued on 24 May 2018

Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in
Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that
are recognised by the authorised establishments in the country of
origin, shall be used instead; and

(c)

contact telephone number(s) of the retailer.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 24 May 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 24 May 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid SIM
cards; and

Issued on 24 May 2018

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 24 May 2018

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 24 May 2018

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 24 May 2018

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 24 May 2018

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 24 May 2018

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 24 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”) standard
network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long and include a
country code, area or city code, and a local number.

Issued on 24 May 2018

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

4.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer (or, where the subscriber is not
located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead);

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types;

(f)

assigned User ID/User Name where applicable; and

(g)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable; and

(h)

IP telephony number assigned to the subscriber.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 24 May 2018

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the IP Telephony service to a subscriber, the
subscriber’s records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(d)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 24 May 2018

recognised by the authorised establishments in the country of origin,
shall be used instead.);
(e)

Contact telephone number(s) of the retailer; and

(f)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

Issued on 24 May 2018

6.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:

6.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

Issued on 24 May 2018

(b)

6.8

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 24 May 2018

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 24 May 2018

"
2,332d0070782547f5e209aa46b71a6e99717bb7b2,Antina Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Antina.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO ANTINA PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 2 NOVEMBER 2020

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
14.
15.
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies

PART III:
10.
11.
12.
13.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Use of and Access to Space and Facilities for Mobile Deployment

Issued on 2 November 2020

20.

Requirement for Underground Telecommunication Systems

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
36.
37.
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law

Issued on 2 November 2020

44.
45.

Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY ANTINA PTE.
LTD.

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY ANTINA PTE. LTD.

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- REQUIRED PERFORMANCE BOND FORM

Issued on 2 November 2020

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO ANTINA PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
(A)

On 17 February 2020, M1 Limited (“M1”) and StarHub Mobile Pte Ltd
(“StarHub Mobile”) (collectively referred to as “the Consortium”) submitted
its Proposal in response to the Info-communications Media Development
Authority’s (hereinafter referred to as the “Authority”) Call for Proposal
Documents for the Provision of Fifth-Generation (5G) Mobile Networks and
Services in Singapore issued by the Authority on 17 October 2019, as
described in Volume 1 (Instructions to Mobile Network Operators (“MNO”))
as amended, supplemented or varied by the Authority (“CFP Documents”).
The Consortium’s Proposal for the Provision of Fifth-Generation (“5G”)
Mobile Networks and Services in Singapore and subsequent Clarifications
between the Authority and the Consortium regarding its Proposal are
collectively referred to as the “5G CFP Submissions”.

(B)

As part of the 5G CFP Submissions, M1 and StarHub Mobile established a
joint venture company, Antina Pte. Ltd. (“Antina”), to build and operate a
shared Radio Access Network (“RAN”), and provide wholesale
telecommunication services (including transmission services leased from M1
and StarHub Ltd connecting the RAN to the respective 5G core networks of
M1 and StarHub Mobile) to enable M1 and StarHub Mobile to operate each
of their own 5G Mobile Networks and provide 5G Mobile services in
accordance with their respective Facilities-Based Operations Licences. To
regulate the affairs of Antina and the rights of M1 and StarHub Mobile as
shareholders of Antina, M1, StarHub Mobile and Antina entered into a
Subscription and Shareholders’ Agreement dated 19 October 2020.

(C)

Separate from the shared RAN that Antina will build and operate and the
leased transmission network that will be used for the operation of the RAN,
M1 and StarHub Mobile will each build and/or operate their own 5G Core
networks, transmission and other network elements in accordance with their
respective Facilities-Based Operations Licences.

Issued on 2 November 2020

(D)

Accordingly, the Authority, in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act (Cap. 323) (hereinafter referred to
as “the Act”) hereby grants a licence (the “Licence”) to Antina (hereinafter
referred to as “the Licensee”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services as specified in the Licence.

(E)

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 38 or terminated by the Licensee in accordance
with Condition 39 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

Issued on 2 November 2020

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year based
on the Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by the
Monetary Authority of Singapore. For the avoidance of doubt, the Licensee
shall continue to be subject to its obligations under the Licence and shall not
be released from such obligations by reason of any late payment of licence
fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

Issued on 2 November 2020

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedules C and D. For the
avoidance of doubt, the terms and conditions listed in Schedule A to D of this
Licence shall form part of this Licence and are terms and conditions that are
binding and enforceable on the Licensee. The Licensee shall not operate or
provide any system or service not described in Schedules A and B except
with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be required
by the Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and
any other commitments as submitted to the Authority in its licence
application.

6

Performance Bond

6.1

The Licensee shall provide the Authority with a performance bond to secure
the obligations of the Licensee (“PB”). This PB shall be in the form of a
Banker’s Guarantee made in favour of the Authority and shall contain the

Issued on 2 November 2020

provisions set out in Schedule D and such other provisions which will be
specified by the Authority at a later date (the “Required PB Form”).
6.2

The Licensee shall provide the PB within twenty-eight (28) days from the
date the Authority issues the finalised Required PB Form. If the Licensee
fails to provide the PB within this time, the Authority shall be entitled to
suspend this Licence (or any part thereof) immediately by notice in writing.

6.3

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

Issued on 2 November 2020

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that any person through functioning mobile
equipment may at any time and without charge, contact the relevant police
service (namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.

8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Issued on 2 November 2020

PART III:

TECHNICAL OBLIGATIONS

10

Use of Telecommunication Equipment in the Systems

10.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

10.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

11

Operation of Radio-communication Stations

11.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by the Authority.

11.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for the Authority’s prior approval.

11.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 2 November 2020

12

Use of Radio Frequencies

12.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

12.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

13

Assignment of Numbers

13.1

The Licensee shall comply with the Authority’s National Numbering Plan
and the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the
Authority, justify the use of numbers and shall, subject to payment of the
required fees for Golden Numbers, be provided with the necessary numbers
to enable the effective and efficient operation of the Systems and provision of
the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

13.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

13.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 2 November 2020

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
14

Requirement to Provide Access

14.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

14.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

14.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from
time to time.

15

Connection to Other Systems

15.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

15.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may impose from time to time.

Notwithstanding Condition 15.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that

Issued on 2 November 2020

effect to the person who has under his control such equipment or
system.
15.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority, whose decision shall be final.

16

Arrangements for Connection to Systems

16.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

16.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

16.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7

Issued on 2 November 2020

signalling, then the Licensee shall route such international incoming
calls on specified circuits.
17

Changes to Systems

17.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with the Authority.

17.2

Where the Authority considers that a change in the Systems referred to in
Condition 17.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

18

Infrastructure Sharing and Deployment

18.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

18.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

19

Use of and Access to Space and Facilities for Mobile Deployment

19.1

The Licensee shall comply with the Authority’s requirements for the use of
and access to space and facilities for mobile deployment, including but not

Issued on 2 November 2020

limited to the codes of practice, directions and notifications, which the
Authority may issue from time to time.
20

Requirement for Underground Telecommunication Systems

20.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 2 November 2020

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as the
Authority may require the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

23.2

Notwithstanding Condition 23.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 2 November 2020

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice and Advisory Guidelines

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority
may issue from time to time.

25

Accounting Separation

25.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time
to time.

26

Restriction on Undue Preference and Undue Discrimination

26.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

27

Restriction Against Anti-Competitive Arrangements

27.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

28

Restriction on Exclusive Arrangement for International Services

28.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which

Issued on 2 November 2020

unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by the Authority to provide those services.
28.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

28.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

29

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

29.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in
question.

29.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

29.3

If the Licensee fails to effect the necessary changes referred to in Condition
29.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

29.4

Nothing in Condition 29.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its

Issued on 2 November 2020

duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.
30

Board Directorship and Management Appointments

30.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

31

Direction by the Authority

31.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

31.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
31.1.

31.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of the
Licence disclose or permit the disclosure of any of the said directions to any
person not authorised to receive the same without the prior written consent of
the Chief Executive Officer of the Authority. The Licensee shall further take
all reasonable precautions in dealing with the said directions so as to prevent
any unauthorised person from having access to the same.

32

Dispute Resolution

32.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

Issued on 2 November 2020

32.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

33

Provision of Information to the Authority

33.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

33.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the
audited accounts and reports prepared under this Condition 33.2 to the
Authority for inspection and verification.

33.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 33.1, as
well as the fact that the Authority has requested for such document and/or
information.

33.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 33.1 as the Authority
deems fit. Where the Authority proposes to disclose any document or
information obtained pursuant to Condition 33.1 and the Authority
considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or
which disclosure would or could reasonably be expected to adversely affect
the Licensee’s lawful business, commercial or financial affairs, the
Authority will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before the Authority makes a
final decision on whether to disclose the information.

Issued on 2 November 2020

34

Participation in Emergency Activities

34.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

34.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 34.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

34.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

35

International Obligations

35.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

35.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 35.1
applies for its compliance.

Issued on 2 November 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

36

Penalty Framework for Breach of Licence Conditions

36.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act. The Authority may also forfeit any monies payable under the
performance bond as stated in Condition 6.

37

Variation of Terms of Licence

37.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s
notice in writing.

38

Suspension/Cancellation

38.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

39

Termination of Licence or Cessation of Systems or Services

39.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

39.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any
service disruption that may be caused to its customers.

39.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 39.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 2 November 2020

40

Rights upon Termination, Suspension or Cancellation

40.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

41

Exceptions and Limitations on Obligations

41.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
42

Compliance with the Law

42.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 2 November 2020

42.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

43

Governing Law

43.1

This Licence shall be governed by and construed according to the law of
Singapore.

44

Service of Notices

44.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

45

Severability

45.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 2 November 2020

Aileen Chia
Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 2 November 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other
rules or documents promulgated by the Authority shall be read as reference to
such as may be amended from time to time.

Issued on 2 November 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY ANTINA PTE. LTD.

[Licensee specific details have been removed]

Issued on 2 November 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY ANTINA PTE. LTD.

[Licensee specific details have been removed]

Issued on 2 November 2020

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES

[Licensee specific details have been removed]

Issued on 2 November 2020

SCHEDULE D
REQUIRED PERFORMANCE BOND FORM

[Licensee specific details have been removed]

Issued on 2 November 2020

"
3,332a11425731e15072515d59d4e8804c15cb1c0e,AT&T Worldwide Telecommunications Services Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ATTWorldwide.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO AT&T WORLDWIDE TELECOMMUNICATIONS SERVICES
SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 9 MARCH 2001
RENEWED ON 9 MARCH 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Modified on 21 January 2019

20.
21.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Modified on 21 January 2019

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY AT&T
WORLDWIDE TELECOMMUNICATIONS SERVICES
SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY AT&T WORLDWIDE
TELECOMMUNICATIONS SERVICES SINGAPORE PTE
LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO AT&T WORLDWIDE TELECOMMUNICATIONS SERVICES
SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 9 March 2001, the Info-communications Development Authority of
Singapore (now known as the Info-communications Media Development
Authority and hereinafter referred to as the “Authority”), in exercise of the
powers conferred on it under Section 5 of the Telecommunications Act (Cap.
323) (hereinafter referred to as the “Act”) issued this licence (hereinafter
referred to as the “Licence”) to AT&T Worldwide Telecommunications
Services Singapore Pte Ltd (hereinafter referred to as the “Licensee”) a licence
to establish, install and maintain the telecommunication systems and to operate
and provide the telecommunication services as then specified in the Licence.

B.

On 29 October 2015, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 8 March 2016.

C.

On 9 March 2016, the Authority approved the renewal of the Licence, subject
to the terms and conditions set out herein which shall be referred to and taken
by all parties concerned as the Licence.

D.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

Modified on 21 January 2019

1

Period of Licence

1.1

The Licence is renewed on 9 March 2016 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Modified on 21 January 2019

financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Modified on 21 January 2019

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 9 March 2001
Renewed on 9 March 2016

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY AT&T WORLDWIDE TELECOMMUNICATIONS
SERVICES SINGAPORE PTE LTD
[Licensee specific details have been removed]

Amended on 8 September 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY AT&T WORLDWIDE TELECOMMUNICATIONS SERVICES
SINGAPORE PTE LTD
[Licensee specific details have been removed]

Amended on 28 April 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

Modified on 21 January 2019

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Modified on 21 January 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Modified on 21 January 2019

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Modified on 21 January 2019

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Modified on 21 January 2019

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.

Modified on 21 January 2019

The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of

Modified on 21 January 2019

Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Modified on 21 January 2019

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Modified on 21 January 2019

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

"
4,c5fc35f41de5236a4f4547e7fe11c962e7caded2,Australia-Singapore Cable (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ASCSingapore.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
AUSTRALIA-SINGAPORE CABLE (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 15 SEPTEMBER 2011

ISSUED ON 15 SEPTEMBER 2011

Issued on 15 September 2011

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 15 September 2011

PART IV:
17.
18.
19.
20.
21.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

Issued on 15 September 2011

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C
SCHEDULE D

-

Issued on 15 September 2011

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS
PERFORMANCE BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
AUSTRALIA-SINGAPORE CABLE (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 15 SEPTEMBER 2011

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to
as “IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Chapter 323) (hereinafter referred to as “the Act"") hereby
grants to Australia-Singapore Cable (Singapore) Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication systems
specified in Schedule A (hereinafter referred to as “the Systems""); to operate and provide
the telecommunication services specified in Schedule B (hereinafter referred to as ""the
Services"") subject to the terms and conditions set out herein; and the specific terms and
conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years, unless suspended or cancelled by IDA in accordance with
Condition 40 or terminated by the Licensee in accordance with Condition 41
of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

Issued on 15 September 2011

2

Payment of Licence Fee*
(*Condition 2 was amended on 1 January 2013.)

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;
(b) 0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and
(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited accounts, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited accounts are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to IDA interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by IDA, which interest shall accrue
from day to day and shall be calculated on the basis of the actual number of

Issued on 15 September 2011

days elapsed and a 365 day year. The applicable rate of interest shall be
the average of the prevailing prime lending rates of the banks and finance
companies quoted and published by the Monetary Authority of Singapore.
For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later
than 6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by IDA for breach of Condition 2.6
or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

Issued on 15 September 2011

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence,
provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of IDA. IDA will specify in detail the terms and conditions of the
performance bond for the Licensee based on the Licensee’s application
commitments and any additional terms and conditions deemed necessary by
IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

Issued on 15 September 2011

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.

8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the
Licensee to obtain IDA’s prior written approval on any charges it intends to

Issued on 15 September 2011

levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Issued on 15 September 2011

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed 50 metres above mean sea level (AMSL).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not cause interference to or receive interference from other authorised
networks.

Issued on 15 September 2011

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems is
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of Services. The Licensee
shall take all necessary steps to ensure that the numbers allocated are
efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for
any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Issued on 15 September 2011

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

Issued on 15 September 2011

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, `Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trade marks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a) The Licensee shall not manipulate the Calling Line Identity of
the original calling party and the original calling party Calling
Line Identity shall be passed on in the conveyance of a call
accordingly.
(b) The Licensee shall not, in the handling of outgoing traffic,
manipulate the access code dialled by the calling party.
(c) The A-bit of the Forward Call Indicator of the Initial Access
Message on the ITU-T Signalling System Number 7 ISDN User

Issued on 15 September 2011

Part signalling should be set to the value “1” to identify an
international incoming call for systems inter-working. Where
the Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall
route such international incoming calls on specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes in its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s Framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to IDA for approval. The
Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the Framework for Facilities Sharing and Deployment,
including Codes of Practice.

Issued on 15 September 2011

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

23

Publication of Charges, Terms and Conditions

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Issued on 15 September 2011

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time to the Licensee.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Issued on 15 September 2011

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Issued on 15 September 2011

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the

Issued on 15 September 2011

currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of IDA. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 35.2 to IDA for inspection and
verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as
the fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1

Issued on 15 September 2011

and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonable be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement
or Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

Issued on 15 September 2011

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a fine
on the Licensee in accordance with Section 8 of the Act. IDA may also
forfeit any monies payable under the performance bond as stated in Condition
6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a fine in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

Issued on 15 September 2011

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved..
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 15 September 2011

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated 15 September 2011

Director General (Telecoms & Post)
Info-communications Development Authority of Singapore

Issued on 15 September 2011

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

Issued on 15 September 2011

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY AUSTRALIA-SINGAPORE CABLE (SIGNAPORE) PTE
LTD
[Licensee specific details have been removed]

Issued on 15 September 2011

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY AUSTRALIA-SINGAPORE CABLE (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Issued on 15 September 2011

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

2

Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the ISR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licensee shall ensure that the access codes are used efficiently
and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (QoS)
standards below for the international voice and/or data services provided:
(a)
(b)

At least 95% of calls should not have a post dialling delay of
more than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

Issued on 15 September 2011

3.2

IDA reserves the right to modify the above standards from time to time,
and inform the licensee accordingly for compliance.

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to
ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).

5

Call Barring Facilities

5.1

The Licensee shall provide some form of international call barring
facilities to any consumer who wish to bar the Licensee’s international call
services, regardless of whether the consumer is a subscriber of any service
provided by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 15 September 2011

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic Mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.

2

Content

2.1

The Licensee shall comply with such terms and conditions as may be
imposed by the Media Development Authority (MDA) for the content that is
transmitted through the System.

3

Publication of Information in Relation to Broadband Internet Access
Services
(* Condition 3.1 was inserted w.e.f 18 November 2011)

3.1

The licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a) There shall be no delay in starting the announcement or programme
when a call is connected;
(b) Each of the live Audiotex services shall be assigned a different
telephone number;
(c) There shall be no interruption during the announcement or
programme; and
(d) Such other standards as may be specified by IDA from time to time.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

Issued on 15 September 2011

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a) the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
(b) the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 15 September 2011

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers 1 for such services and assigning such numbers to the
Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the Services it
provides may be used to contact the police emergency service (namely 999 or
its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the
Minister may from time to time designate, for the purpose of notifying such
services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

IDA reserves the right to require the Licensee to comply with additional safety
and security safeguards to enhance security measures for public and national
safety.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 15 September 2011

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a) Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber is
not located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the authorised
establishments in the country of purchase, shall be used instead.);
(b) IP telephony number assigned to the subscriber;
(c) Date of activation of the subscriber’s account;
(d) Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and
(e) Media Access Control (“MAC”) / Internet Protocol (“IP”) address where
applicable.

3.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

3.3

Before recording the particulars referred to in Condition 3.1 of this Schedule,
the Licensee shall:
(a) where the subscriber is in Singapore, require the production of the
subscriber’s identify card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or
(b) where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

Issued on 15 September 2011

3.4

The records in the register shall be kept at the Licensee’s premises for a period
of not less than 6 calendar months from the date of termination of the Services
to the subscriber.

3.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are operated
and/or provided in Singapore.

3.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than 12 calendar months.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a) Name, business address and, as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore (or, where the
retailer is not based in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead.);
(b) Contact telephone number(s) of the retailer; and
(c) IP telephony number accounts allocated by the Licensee to the retailer for
sale.

4.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 3.1, 3.2 and 3.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within 2 days of the activation of the subscriber’s account.

4.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

Issued on 15 September 2011

4.4

The records in the register shall be kept at the Licensee’s premises for a period
of not less than 6 calendar months from the date on which the retailer ceases to
sell the Services of the Licensee.

5

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers issued by IDA

5.1

Where the Licensee provides any of the Services utilizing a level “6” telephone
number, he shall comply with Conditions 5.2 to 5.5 in respect of such services
(hereinafter referred to as “Level “6” Services”). For the purposes of
Condition 5, “Fixed Network Telecommunication Services” means fixed line
basic telephony services associated with number level “6”.

5.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public switched
telecommunication network, public mobile network or public digital voice
network in Singapore.

5.3

The Licensee shall ensure that:
(a) any person through customer premises equipment that enable the use of its
Level “6” Services; and
(b) any person through its public payphones that enables the use of its Level
“6” Services may at any time and without charge, contact the relevant
police emergency service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number and any other
national emergency services which the Minister may from time to time
designate to be provided by operators of Fixed Network
Telecommunication Services, for the purpose of notifying such services of
any emergency.

5.4

The Licensee shall ensure that its Level “6” Services comply with the quality
of service standards as may be established by IDA from time to time for Fixed
Network Telecommunication Services.

Issued on 15 September 2011

5.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and billing
address.”

6

Technical Requirements for the provision of access to Emergency Services

6.1

The Licensee is also required to comply with the following technical
requirements for all calls made to public emergency services if it provides its
subscribers access to public emergency services:
(a)

The Licensee shall pass Calling Line Identity (“CLI”) for all calls;

(b)

Licensees shall not manipulate the CLI of the original calling party and
the original calling party CLI shall be passed on in the conveyance of a
call accordingly;

(c)

Licensees shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(d)

The A-bit of the Forward Call Indicator (“FCI”) of the Initial Access
Message (“IAM”) on the ITU-T Signalling System Number 7 ISDN
User Part (“ISUP”) signalling should be set to the value “1” to identify
an international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T Signalling
System Number 7 signalling, then the Licensee shall route such
international incoming calls on specified circuits/trunks.

Issued on 15 September 2011

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 15 September 2011

"
5,0600c06adfd569176ddfe308948e2b2d0b300483,Belgacom International Carrier Services Asia Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Belgacom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
BELGACOM INTERNATIONAL CARRIER SERVICES ASIA PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 16 MARCH 2001

RENEWED ON 16 MARCH 2016

TABLE OF CONTENTS
PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Renewed on 16 March 2016

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Renewed on 16 March 2016

SCHEDULE OF INTEPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY BELGACOM
INTERNATIONAL CARRIER SERVICES ASIA PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY BELGACOM
INTERNATIONAL CARRIER SERVICES ASIA PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 16 March 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
BELGACOM INTERNATIONAL CARRIER SERVICES ASIA PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 16 MARCH 2001

PART I:

THE LICENCE

A.

The Info-communications Development Authority of Singapore (hereinafter
referred to as “IDA”), in exercise of the powers conferred on it under Section
5 of the Telecommunications Act 1999 (hereinafter referred to as “the Act"")
granted to Belgacom International Carrier Services Asia Pte Ltd (hereinafter
referred to as “the Licensee”) a licence (hereinafter referred to as ""the
Licence"") to establish, install and maintain the telecommunication systems
specified in Schedule A (hereinafter referred to as “the Systems""); to operate
and provide the telecommunication services specified in Schedule B
(hereinafter referred to as ""the Services"") subject to the terms and conditions
set out herein; and the specific terms and conditions set out in Schedule C.
The Licence was issued on 16 March 2001 for a period of 15 years.

B.

On 8 September 2015, the Licensee submitted its request to renew the
Licence which is due to expire on 15 March 2016.

C.

IDA hereby approves the renewal of the Licence, subject to the terms and
conditions set out herein which shall be referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 16 March 2016 and shall be valid for a period of
15 years.

Renewed on 16 March 2016

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited accounts, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited accounts are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to IDA interest on the amount
from time to time outstanding in respect of the overdue sum for the period

Renewed on 16 March 2016

beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to
day and shall be calculated on the basis of the actual number of days
elapsed and a 365 day year. The applicable rate of interest shall be the
average of the prevailing prime lending rates of the banks and finance
companies quoted and published by the Monetary Authority of Singapore.
For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later
than 6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by IDA for breach of Condition 2.6
or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA

Renewed on 16 March 2016

such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.
5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

Renewed on 16 March 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
7

Public Maritime Emergency Services

7.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping
for the purpose of notifying them of an emergency and shall, subject to fair
and proper payment by the relevant Government ministry, department,
statutory board or official agency, provide the necessary facilities for distress,
urgency and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all way possible for the
provision of national security and emergency services.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the

Renewed on 16 March 2016

Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
9.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

11

Integrated Directory and Directory Enquiry Service

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Renewed on 16 March 2016

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

13

Operation of Radiocommunication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radiocommunication stations comprised in the Systems and shall abide
by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radiocommunication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

13.3

The height of the antenna of any radiocommunication station comprised in
the Systems shall not exceed 50 metres above mean sea level (AMSL).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not cause interference to or receive interference from other authorised
networks.

Renewed on 16 March 2016

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing
radiocommunication networks operating in the same band or in other bands.
The Licensee shall also take appropriate measures to ensure that its Systems
is adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of Services. The Licensee
shall take all necessary steps to ensure that the numbers allocated are
efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

15.3

IDA reserves the right to alter and/or reallocate any telephone number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Renewed on 16 March 2016

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

16.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including Codes of Practice, which IDA may
issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or
refuse to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

Renewed on 16 March 2016

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, `Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trade marks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a) The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.
(b) The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party.
(c) The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming

Renewed on 16 March 2016

call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7
signalling, then the Licensee shall route such international incoming
calls on specified circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

19.2

Where IDA considers that a change in the Systems referred to in Condition
19.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes in its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

20.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to IDA for approval. The
Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the framework for facilities sharing and deployment,
including Codes of Practice.

Renewed on 16 March 2016

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

21.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

21.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as IDA may
require the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Renewed on 16 March 2016

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Renewed on 16 March 2016

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

29.2

In this Condition, `Authorised Overseas System' means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

29.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Renewed on 16 March 2016

30.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

31

Management Arrangements

31.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide IDA
with the details of any such change and any further information requested
by IDA.

32

Direction by IDA

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

32.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the

Renewed on 16 March 2016

currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive of IDA. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

33.2

IDA reserves the right to levy a fee for work undertaken in this respect.

34

Provision of Information to IDA

34.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange at
its own expense, for a separate and independent audit of its activities. The
Licensee shall, at IDA's request, submit the audited accounts and reports
prepared under this Condition 34.2 to IDA for inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 34.1, as well as the
fact that IDA has requested for such document and/or information.

34.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 34.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 34.1
and IDA considers that the disclosure would result in the release of

Renewed on 16 March 2016

information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonable be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final decision
on whether to disclose the information.
35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

35.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 36.1 applies for its
compliance.

Renewed on 16 March 2016

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, IDA may impose a fine
on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

39

Suspension/Cancellation

39.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a fine in such amounts IDA thinks fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its licence or any of the
Services it operates, the Licensee shall seek IDA’s approval in writing at least
six (6) months in advance.

40.2

No termination shall take effect until IDA’s approval has been obtained
under Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or
IDA under the Licence or any written law as at the date of termination except
that the Licensee shall not have the right to seek a refund of the licence fee or
any other fee paid in advance.

Renewed on 16 March 2016

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved .
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 16 March 2016

45

45.1

Service of Notices

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46

Severability

46.1

part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
Every

condition

and

remain in full force in every respect.

Renewed on 16 March 2016

4A
4

Director-General (Telecoms & Post)

Info-communications Development Authority of Singapore

Renewed on 16 March 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Telecommunications Act 1999 until
such regulations are revoked or repealed by subsidiary legislation made under
the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, Codes or framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

Renewed on 16 March 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BELGACOM INTERNATIONAL CARRIER SERVICES
ASIA PTE LTD
[Licensee specific details have been removed]

Renewed on 16 March 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BELGACOM INTERNATIONAL CARRIER SERVICES ASIA
PTE LTD
[Licensee specific details have been removed]

Renewed on 16 March 2016

SCHEDULE C

(Where applicable)
SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

2

Short Access Code

2.1

The licensee may apply for 4-digit code that allow callers to gain access to
the ISR services. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code is used efficiently and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (“QoS”)
standards below for the international voice and/or data services provided:
(a)
(b)

At least 95% of calls should not have a post dialing delay of more
than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

Renewed on 16 March 2016

3.2

IDA reserves the right to modify the above standards from time to time,
and the Licensee shall comply with such modified standards accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the international call services and that the right
parties are being billed . For the avoidance of doubt, this Condition 4.1
does not apply to prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wish to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
IDA on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Media Development Authority (“MDA”) for the content that is transmitted
through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The licensee shall comply with such frameworks as may be established by IDA
for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other information
that IDA may require the Licensee to publish.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) operated under the Licence is accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA .

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licence shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the
relevant police service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number) and any other
national emergency services which the Minister may from time to time
designate, for the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards for
the Services provided by the Licensee with which the Licensee shall
comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:

Renewed 16 March 2016

(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number,
passport number, work permit number, relevant pass number or
business registration number (or, where the customer is not located in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this
Schedule, the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police

Renewed 16 March 2016

Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer
of its prepaid SIM cards which shall be made available for inspection by

Renewed 16 March 2016

authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the
retailer ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems
used by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards

Renewed 16 March 2016

under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.
7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which IDA may require the Licensee to include from time to
time.

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to IDA and/or authorised Singapore government agencies for
audit checks where required by IDA and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of IDA.

7.5

IDA reserves the right to require the Licensee to comply with any other
security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the Services provided through post-paid SIM cards
and that the right parties are being billed.

8.2

The Licensee shall maintain a register containing records of every
subscriber which shall be made available for inspection by authorised

Renewed 16 March 2016

Singapore government agencies. The register shall contain the following
particulars of the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business
registration number;
(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

8.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

8.4

Before recording the particulars referred to in Condition 8.2 of this
Schedule, the Licensee shall require the production of the subscriber’s
identity card issued under the National Registration Act (Cap. 201), the
Singapore Armed Forces Act (Cap. 295), the Police Force Act (Cap 235),
the Civil Defence Act (Cap. 42), passport or Employment Pass as
applicable and make and keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a) There shall be no delay in starting the announcement or programme
when a call is connected;
(b) Each of the live Audiotex services shall be assigned a different
telephone number;
(c) There shall be no interruption during the announcement or programme;
and
(d) Such other standards as may be specified by IDA.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the live
Audiotex services and shall subscribe for additional lines from licensed
Facilities-Based Operators to adequately handle calls for the Live Audiotex
services and to prevent congestion to other users of the public
telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed 16 March 2016

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a) the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
(b) the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed 16 March 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate,
for the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of
this Schedule.

1.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

2

Number Portability

2.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards for
the Services provided by the Licensee with which the Licensee shall
comply.

4

Registration of Subscribers

Renewed 16 March 2016

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed 16 March 2016

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Renewed 16 March 2016

5.2

5.3

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.
IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the
retailer ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
the Services; and

(b)

to provide directory enquiry services for subscribers of other
licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge
(except with the approval of IDA) and at annual intervals or any other
intervals to be agreed with IDA; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and
providing integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.
Renewed 16 March 2016

7.2

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators
of Fixed Network Telecommunication Services, for the purpose of
notifying them of any emergency.

Renewed 16 March 2016

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by IDA from time to time
for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
IDA from time to time for Fixed Network Telecommunication Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
its Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by IDA;
and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

Renewed 16 March 2016

"
6,5b9ff83e611f9a0f61ac671e3e6c34d63fd10286,Bharti International (Singapore) Pte Ltd f.k.a. Bharti Airtel (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/BhartiAirtel.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BHARTI INTERNATIONAL (SINGAPORE) PTE LTD UNDER SECTION
5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 6 JULY 2007
RENEWED ON 6 JULY 2022

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 6 July 2022

PART IV:
16.
17.
18.
19.
20.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
21.
22.
23.

31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 6 July 2022

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BHARTI INTERNATIONAL
(SINGAPORE) PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BHARTI INTERNATIONAL
(SINGAPORE) PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 6 July 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BHARTI INTERNATIONAL (SINGAPORE) PTE LTD UNDER
SECTION 5 OF THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 6 July 2007, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act 1999
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Bharti Airtel (Singapore) Pte Ltd (now known as Bharti
International (Singapore) Pte Ltd and hereinafter referred to as “the Licensee”)
a licence to establish, install and maintain the telecommunication systems and
to operate and provide the telecommunication services as then specified in the
Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 2 February 2022, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 5 July 2022.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 6 July 2022

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 39 or terminated by the Licensee in accordance
with Condition 40 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 6 July 2022

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 6 July 2022

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 6 July 2022

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 6 July 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 6 July 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 6 July 2022

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 6 July 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 6 July 2022

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 6 July 2022

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 6 July 2022

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

23.2

Notwithstanding Condition 23.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 6 July 2022

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice and Advisory Guidelines

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 6 July 2022

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

29.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 6 July 2022

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

30.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

31

Board Directorship and Management Appointments

31.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 6 July 2022

32

Direction by the Authority

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

32.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

33.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 6 July 2022

34

Provision of Information to the Authority

34.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 34.2 to the Authority for
inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 34.1, as
well as the fact that the Authority has requested for such document and/or
information.

34.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 34.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 34.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 6 July 2022

35.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 35.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

35.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 36.1 applies
for its compliance.

Renewed on 6 July 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

39

Suspension/Cancellation

39.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

40

Termination of Licence or Cessation of Systems or Services

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

40.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

40.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 40.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 6 July 2022

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 6 July 2022

43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Renewed on 6 July 2022

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 6 July 2007
Renewed on 6 July 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 6 July 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 6 July 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BHARTI INTERNATIONAL (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Renewed on 6 July 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BHARTI INTERNATIONAL (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Renewed on 6 July 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 6 July 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 6 July 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 6 July 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 6 July 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 6 July 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 6 July 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 6 July 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 6 July 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 6 July 2022

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 6 July 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 6 July 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 6 July 2022

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 6 July 2022

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 6 July 2022

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 6 July 2022

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

Renewed on 6 July 2022

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013

Renewed on 6 July 2022

Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.
9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 6 July 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 6 July 2022

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 6 July 2022

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 6 July 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 6 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 6 July 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 6 July 2022

"
7,edf6b4422c0f1c4a16d7ca93e170e675c13ee5b5,Biznet Networks Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Biznet.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
BIZNET NETWORKS SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 14 MAY 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 14 May 2018

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 14 May 2018

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY BIZNET
NETWORKS SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY BIZNET NETWORKS
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 14 May 2018

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BIZNET NETWORKS SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Biznet Networks Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Issued on 14 May 2018

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Issued on 14 May 2018

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 14 May 2018

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 14 May 2018

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 14 May 2018

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 14 May 2018

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 14 May 2018

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) allocated
is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 14 May 2018

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 14 May 2018

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 14 May 2018

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 14 May 2018

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 14 May 2018

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 14 May 2018

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 14 May 2018

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 14 May 2018

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 14 May 2018

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 14 May 2018

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 14 May 2018

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 14 May 2018

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 14 May 2018

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 14 May 2018

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 14 May 2018

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 14 May 2018

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY
BIZNET NETWORKS SINGAPORE PTE LTD
[Licensee specific details have been removed]

Issued on 14 May 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY
BIZNET NETWORKS SINGAPORE PTE LTD
[Licensee specific details have been removed]

Issued on 14 May 2018

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 14 May 2018

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Registration of Subscribers

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 4.1 does not apply to prepaid card
services.

4.2

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 14 May 2018

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscriber:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 14 May 2018

2.2

The register shall be kept by the Licensee for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

4.

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

Issued on 14 May 2018

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration
Act (Cap. 201), passport or Employment Pass and make and keep
a photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through
appropriate documents that are recognised by the authorised
establishments in the country of purchase.

4.4

In the case of termination of the Services to a subscriber, the subscriber’s
records shall be kept by the Licensee for a period of not less than twelve (12)
calendar months from the date of termination.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised

Issued on 14 May 2018

Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in
Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that
are recognised by the authorised establishments in the country of
origin, shall be used instead; and

(c)

contact telephone number(s) of the retailer.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 14 May 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 14 May 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid SIM
cards; and

Issued on 14 May 2018

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 14 May 2018

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 14 May 2018

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 14 May 2018

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 14 May 2018

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 14 May 2018

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 14 May 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”) standard
network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long and include a
country code, area or city code, and a local number.

Issued on 14 May 2018

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

4.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer (or, where the subscriber is not
located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead);

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types;

(f)

assigned User ID/User Name where applicable; and

(g)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable; and

(h)

IP telephony number assigned to the subscriber.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 14 May 2018

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the IP Telephony service to a subscriber, the
subscriber’s records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(d)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 14 May 2018

recognised by the authorised establishments in the country of origin,
shall be used instead.);
(e)

Contact telephone number(s) of the retailer; and

(f)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

6.3

The Licensee shall ensure that:

Issued on 14 May 2018

(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:

6.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

Issued on 14 May 2018

(b)

6.8

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 14 May 2018

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 14 May 2018

"
8,5c87086e1d3e371292895c42e2695958452f770c,BlueTel Networks Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/BlueTel.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BLUETEL NETWORKS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 DECEMBER 2003
RENEWED ON 1 DECEMBER 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 1 December 2018

PART IV:
16.
17.
18.
19.
20.
21.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 1 December 2018

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATIONS
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BLUETEL NETWORKS
PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BLUETEL NETWORKS PTE
LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 1 December 2018

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BLUETEL NETWORKS PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 December 2003, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act"") issued this licence (hereinafter referred to
as the “Licence”) to BlueTel Networks Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 11 June 2018, the Licensee submitted its confirmation to renew the Licence
which is due to expire on 30 November 2018.

D.

The Authority hereby approves the renewal of the Licence, subject to the terms
and conditions set out herein which shall be referred to and taken by all parties
concerns as the Licence.

Renewed on 1 December 2018

1

Period of Licence

1.1

The Licence is renewed on 1 December 2018 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to the Authority.

Renewed on 1 December 2018

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 1 December 2018

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (hereinafter referred to as the “Systems”), for the provision of the services
as described in Schedule B (hereinafter referred to as the “Services”), subject
to the specific terms and conditions set out in Schedule C. The Licensee shall
not operate or provide any system or service not described in Schedules A and
B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 December 2018

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Renewed on 1 December 2018

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directory and Directory Enquiry Service

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 December 2018

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 1 December 2018

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems is adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) assigned is
efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 1 December 2018

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Renewed on 1 December 2018

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line Identity
shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which

Renewed on 1 December 2018

does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 December 2018

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply, at its own cost, with any requirements by the
Authority and the relevant authorities on its underground telecommunication
systems in Singapore, including the provision of information on such systems
in the format specified by the authorities.

Renewed on 1 December 2018

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 1 December 2018

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 December 2018

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 1 December 2018

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 1 December 2018

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by the Authority whose
decision shall be binding on all parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 1 December 2018

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other

Renewed on 1 December 2018

relevant agencies, organisations and Government ministries
departments, in accordance with the written law in Singapore.

and

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
Convention, Agreement, Arrangement or Treaty to which Condition 37.1
applies for its compliance.

Renewed on 1 December 2018

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

Renewed on 1 December 2018

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee's reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 1 December 2018

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

Renewed on 1 December 2018

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Dated 1 December 2003
Renewed on 1 December 2018

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Renewed on 1 December 2018

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 December 2018

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BLUETEL NETWORKS PTE LTD
[Licensee specific details have been removed]

Renewed on 1 December 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BLUETEL NETWORKS PTE LTD
[Licensee specific details have been removed]

Renewed on 1 December 2018

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Under the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other longer period as may be specified by
the Authority.

2

Short Access Code

2.1

The Licensee may apply for 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access codes will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 1 December 2018

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)
3.3

(i)

Service ID;

(ii)

Assigned Client IP address, and User ID/ User Name (where
applicable); and

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR services to the subscriber.

Renewed on 1 December 2018

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Renewed on 1 December 2018

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services (“Services”) in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established
by the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the System.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by
the Authority for the publication of information pertaining to broadband
Internet access services offered by the Licensee, including but not limited to
the access speeds, throughput, round-trip latency, webpage loading time and
any other information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 1 December 2018

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 1 December 2018

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 December 2018

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, and User ID/User Name (where
applicable); and
(h)
3.2

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) operated under the Licence is accurate and reliable.

2.2

Under the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 December 2018

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, and User ID/User Name (where
applicable); and
(h)
3.2

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as frame
relay circuits. The Licensee may also choose to transmit its VAN traffic
through virtual private network links over the Internet.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services and
to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 December 2018

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the
Authority against all claims for libel, slander, infringement of Intellectual
Property rights or any other liability whatsoever arising from or in
connection with the information transmitted or received through the ValueAdded Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Renewed on 1 December 2018

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own expense, with any requirement and
guidelines established by the Authority on number portability.

4

Minimum Age of Subscribers

4.1

The Licensee shall not provide the Service to any person below 15 years of
age.

Renewed on 1 December 2018

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(g)

Equipment ID (where applicable).

1

The relevant pass number refers to the nine (9) additional documents spelt out in Condition
5.3 (a).

Renewed on 1 December 2018

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Renewed on 1 December 2018

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Renewed on 1 December 2018

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing address;

(d)

Service address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);

Renewed on 1 December 2018

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”), which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Renewed on 1 December 2018

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

Renewed on 1 December 2018

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service and/or Condition 4.1 for postpaid Service, in respect of any
subscriber, a licensee shall as soon as practicable, terminate the prepaid
Service and/or postpaid Service to that subscriber, where applicable, within
fourteen (14) days of the sale of the relevant Service and/or after giving
reasonable notice to the subscriber via Short Message Service (“SMS”) or
other suitable means. The foregoing shall be without prejudice to the
Authority’s right to take enforcement action against the Licensee for failing
to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector
(“ITU-T”) standard network addressing format for telephone numbers. The E.164 addresses
are 15 decimal digits long and include a country code, area or city code, and a local number.

Renewed on 1 December 2018

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, User ID/User Name (where
applicable); and
Renewed on 1 December 2018

(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport, or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

4.5

The Licensee shall also maintain call detail records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony services, which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 1 December 2018

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

Renewed on 1 December 2018

6.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying such services of any emergency.
6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

Renewed on 1 December 2018

6.7

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b) exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.
6.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 December 2018

"
9,e38e57575eaf55623e4f918799967e29a1b25248,BT Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/BTSpore.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BT SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 OCTOBER 2005
RENEWED ON 1 OCTOBER 2020

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Renewed on 1 October 2020

20.
21.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Renewed on 1 October 2020

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY BT SINGAPORE
PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY BT SINGAPORE PTE
LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 1 October 2020

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO BT SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 October 2005, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to BT Singapore Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 23 April 2020, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 30 September 2020.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 1 October 2020

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 1 October 2020

financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as

Renewed on 1 October 2020

described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.
4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 October 2020

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 1 October 2020

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 October 2020

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Renewed on 1 October 2020

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 1 October 2020

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 1 October 2020

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Renewed on 1 October 2020

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 1 October 2020

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 1 October 2020

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 October 2020

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Renewed on 1 October 2020

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Renewed on 1 October 2020

authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the

Renewed on 1 October 2020

disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 1 October 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the

Renewed on 1 October 2020

Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Renewed on 1 October 2020

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 October 2005
Renewed on 1 October 2020

Ong Tong San
Senior Director (Market Access & Competition Development)
For Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 1 October 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 October 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY BT SINGAPORE PTE LTD
[Licensee specific details have been removed]

Renewed on 1 October 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY BT SINGAPORE PTE LTD
[Licensee specific details have been removed]

Renewed on 1 October 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 1 October 2020

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 1 October 2020

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Renewed on 1 October 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 1 October 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 1 October 2020

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 1 October 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 1 October 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 October 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Renewed on 1 October 2020

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 October 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 1 October 2020

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number
1
of the subscriber and business registration number of the company for
corporate customer);

(d)

1

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 1 October 2020

(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Renewed on 1 October 2020

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Renewed on 1 October 2020

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)
Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

Renewed on 1 October 2020

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Renewed on 1 October 2020

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,

Renewed on 1 October 2020

Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.
10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1
and 5.5 for prepaid Service, in respect of any subscriber, the Licensee shall
as soon as practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 1 October 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 1 October 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 1 October 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Renewed on 1 October 2020

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 October 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 October 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 October 2020

"
10,1553399a679d03054adb8bbfb1118e7c4def0f38,Campana Group Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Campana.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CAMPANA GROUP PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 12 MAY 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Modified on 21 January 2019

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CAMPANA GROUP
PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CAMPANA GROUP
PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CAMPANA GROUP PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to
Campana Group Pte Ltd (hereinafter referred to as “the Licensee”) a licence (hereinafter
referred to as “the Licence”) to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as specified in the
Licence. On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the Licence,
which took effect on 21 January 2019. For the avoidance of doubt, all terms and conditions
herein and in the Schedules annexed hereto, shall be collectively referred to and taken by
all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the
banks and finance companies quoted and published by the Monetary Authority
of Singapore. For the avoidance of doubt, the Licensee shall continue to be

Modified on 21 January 2019

subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 21 January 2019

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 21 January 2019

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 21 January 2019

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 12 May 2017

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CAMPANA GROUP PTE LTD
[Licensee specific details have been removed]

Amended on 7 November 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CAMPANA GROUP PTE LTD
[Licensee specific details have been removed]

Amended on 7 November 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 8 May 2018

"
11,c44f84c1c5445a2dd5b0facdc5518b12db164bfe,China Mobile International (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ChinaMobile.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA MOBILE INTERNATIONAL (SINGAPORE) PTE LTD UNDER
SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 8 AUGUST 2014

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Modified on 21 January 2019

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Modified on 21 January 2019

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CHINA MOBILE
INTERNATIONAL (SINGAPORE) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CHINA MOBILE
INTERNATIONAL (SINGAPORE) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA MOBILE INTERNATIONAL (SINGAPORE) PTE LTD UNDER
SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to China Mobile International (Singapore) Pte Ltd (hereinafter referred to as “the
Licensee”) a licence (hereinafter referred to as “the Licence”) to establish, install and
maintain the telecommunication systems and to operate and provide the
telecommunication services as specified in the Licence. On 22 November 2018 and 21
January 2019, the Authority, in exercise of its powers under Section 7 of the Act, modified
the terms and conditions of the Licence, which took effect on 21 January 2019. For the
avoidance of doubt, all terms and conditions herein and in the Schedules annexed hereto,
shall be collectively referred to and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Modified on 21 January 2019

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 21 January 2019

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 8 August 2014

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CHINA MOBILE INTERNATIONAL (SINGAPORE) PTE
LTD
[Licensee specific details have been removed]

Amended on 13 June 2019

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CHINA MOBILE INTERNATIONAL (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Issued on 8 August 2014

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:

1

(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 8 August 2014

"
12,a4793b736bf33d5b8c49febcbbf8edd50d7db946,China Telecom (Asia Pacific) Pte Ltd f.k.a. China Telecom (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ChinaTelecom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA TELECOM (ASIA PACIFIC) PTE LTD UNDER SECTION 5 OF
THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 12 JUNE 2008
RENEWED ON 12 JUNE 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 12 June 2023

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 12 June 2023

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CHINA TELECOM (ASIA
PACIFIC) PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CHINA TELECOM (ASIA
PACIFIC) PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 12 June 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA TELECOM (ASIA PACIFIC) PTE LTD
UNDER SECTION 5 OF THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 12 June 2008, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act 1999
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to China Telecom (Singapore) Pte Ltd (now known as China
Telecom (Asia Pacific) Pte Ltd and hereinafter referred to as “the Licensee”) a
licence to establish, install and maintain the telecommunication systems and to
operate and provide the telecommunication services as then specified in the
Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 9 January 2023, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 11 June 2023.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 12 June 2023

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 12 June 2023

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 12 June 2023

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 12 June 2023

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 12 June 2023

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 12 June 2023

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 12 June 2023

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 12 June 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 12 June 2023

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 12 June 2023

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 12 June 2023

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 12 June 2023

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 12 June 2023

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 12 June 2023

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 12 June 2023

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 12 June 2023

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 12 June 2023

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 12 June 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 12 June 2023

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Renewed on 12 June 2023

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 12 June 2008
Renewed on 12 June 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 12 June 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 12 June 2023

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CHINA TELECOM (ASIA PACIFIC) PTE LTD
[Licensee specific details have been removed]

Renewed on 12 June 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CHINA TELECOM (ASIA PACIFIC) PTE LTD
[Licensee specific details have been removed]

Renewed on 12 June 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 12 June 2023

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 12 June 2023

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 12 June 2023

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 12 June 2023

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 12 June 2023

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 12 June 2023

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number ) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 12 June 2023

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 12 June 2023

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 12 June 2023

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 12 June 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 12 June 2023

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 12 June 2023

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i)
S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 12 June 2023

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 12 June 2023

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 12 June 2023

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.

Renewed on 12 June 2023

The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of

Renewed on 12 June 2023

Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 12 June 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 12 June 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 12 June 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 12 June 2023

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 12 June 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 12 June 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 12 June 2023

"
13,5c3c3c774b230485c0ed9fb55ead31470b92de21,China Unicom (Singapore) Operations Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ChinaUnicom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA UNICOM (SINGAPORE) OPERATIONS PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 5 FEBRUARY 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Amended on 28 December 2022

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Amended on 28 December 2022

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CHINA UNICOM
(SINGAPORE) OPERATIONS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CHINA UNICOM
(SINGAPORE) OPERATIONS PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Amended on 28 December 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CHINA UNICOM (SINGAPORE) OPERATIONS PTE LTD UNDER
SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to
China Unicom (Singapore) Operations Pte Ltd (hereinafter referred to as “the Licensee”)
a licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Amended on 28 December 2022

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Amended on 28 December 2022

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 28 December 2022

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Amended on 28 December 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Amended on 28 December 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 28 December 2022

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 28 December 2022

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 28 December 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 28 December 2022

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Amended on 28 December 2022

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 28 December 2022

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 28 December 2022

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 28 December 2022

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Amended on 28 December 2022

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Amended on 28 December 2022

authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the

Amended on 28 December 2022

disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Amended on 28 December 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Amended on 28 December 2022

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Amended on 28 December 2022

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Amended on 28 December 2022

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 5 February 2018

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 28 December 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 28 December 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CHINA UNICOM (SINGAPORE) OPERATIONS PTE
LTD
[Licensee specific details have been removed]

Amended on 28 December 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CHINA UNICOM (SINGAPORE) OPERATIONS PTE LTD
[Licensee specific details have been removed]

Amended on 28 December 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Amended on 28 December 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Amended on 28 December 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Amended on 28 December 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Amended on 28 December 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Amended on 28 December 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Amended on 28 December 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Amended on 28 December 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Amended on 28 December 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Amended on 28 December 2022

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 28 December 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Amended on 28 December 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Amended on 28 December 2022

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Amended on 28 December 2022

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Amended on 28 December 2022

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Amended on 28 December 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Amended on 28 December 2022

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Amended on 28 December 2022

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Amended on 28 December 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Amended on 28 December 2022

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Amended on 28 December 2022

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Amended on 28 December 2022

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Amended on 28 December 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 28 December 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 28 December 2022

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 5 February 2018

"
14,1e3dd82b35df92475783941117c9b719db34e9d8,Chunghwa Telecom Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ChungHwa.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
CHUNGHWA TELECOM SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 13 OCTOBER 2008
RENEWED ON 13 OCTOBER 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.
21.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

Renewed on 13 October 2023

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII:
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

SERVICE OBLIGATIONS

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Renewed on 13 October 2023

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CHUNGHWA
TELECOM SINGAPORE PTE LTD

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CHUNGHWA
TELECOM SINGAPORE PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 13 October 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
CHUNGHWA TELECOM SINGAPORE PTE LTD UNDER SECTION 5
OF THE TELECOMMUNICATIONS ACT 1999

PART I:

THE LICENCE

A.

On 13 October 2008, the Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
issued this licence (hereinafter referred to as the “Licence”) to Chunghwa Telecom
Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence to establish,
install and maintain the telecommunication systems and to operate and provide the
telecommunication services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the enactment
of the Info-communications Media Development Authority Act 2016 (the “IMDA
Act”). Section 91(1) of the IMDA Act preserves the validity of the Licence and deems
the Licence as having been granted by the Authority under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its powers
under Section 9 of the Act, modified the terms and conditions of the Licence, which
took effect on 21 January 2019.

D.

On 14 April 2023, the Licensee submitted its confirmation to renew the Licence which
is due to expire on 12 October 2023.

E.

The Authority hereby approves the renewal of the Licence, which for the avoidance
of doubt, shall include all terms and conditions herein and the Schedules annexed
hereto, which shall be collectively referred to and taken by all parties concerned as
the Licence.

Renewed on 13 October 2023

1

Period of Licence

1.1

The Licence is renewed on 13 October 2023 and shall be valid for a period of fifteen (15)
years, unless suspended or cancelled by the Authority in accordance with Condition 40 or
terminated by the Licensee in accordance with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and subject
to such terms and conditions as may be specified by the Authority under Section 5 of the
Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the Licensee’s
financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $50 million up to
$100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the services
during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is terminated
or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall be payable
by the Licensee within two (2) weeks of the grant of the Licence and shall be adjusted at
the end of the Licensee’s financial year based on the Licensee’s audited AGTO submitted
to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited AGTO,
shall be paid in advance on the first day of the Licensee’s financial year, subject to the
minimum fee of $80,000 and subject to adjustment when more recent audited AGTO are
available.

2.5

In the event of a default by the Licensee in the payment of any fee when due under the
Licence, the Licensee shall pay to the Authority interest on the amount from time to time

Renewed on 13 October 2023

outstanding in respect of the overdue sum for the period beginning on (and including) its
due date and ending on (and excluding) the date of its receipt in full by the Authority,
which interest shall accrue from day to day and shall be calculated on the basis of the
actual number of days elapsed and a three hundred and sixty-five (365) day year. The
applicable rate of interest shall be the average of the prevailing prime lending rates of the
banks and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such obligations by reason of
any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later than six
(6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within the
timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties imposed by
the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights, duties,
liabilities, obligations and privileges under this Licence to any person or persons except
with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the Authority at
its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A (herein
referred to as the “Systems”), for the provision of the services as described in Schedule B
(herein referred to as the “Services”), subject to the specific terms and conditions set out
in Schedule C. The Licensee shall not operate or provide any system or service not
described in Schedules A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes changes to
any system and/or service, the Licensee shall provide the Authority such technical and/or
non-technical information as may be required by the Authority within such period as may
be specified by the Authority.

Renewed on 13 October 2023

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the Licensee
shall abide with its proposals on network rollout, range of services, quality of service
standards, pricing and service provisioning schemes, and any other commitments as
submitted to the Authority in its licence application.

Renewed on 13 October 2023

PART II: BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service (namely 999
or its substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying them of any emergency.

7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is possible for any
person to contact at any time and without charge, distress, urgency and safety services for
shipping for the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory board or
official agency, provide the necessary facilities for distress, urgency and safety services in
accordance with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries, departments,
statutory boards or official agencies in all possible ways to support national security, and
public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated customer
database. The Authority reserves the right to require the Licensee to obtain the
Authority’s prior written approval on any charges it intends to levy for the provision of
the directory enquiry services and the Licensee shall comply with such requirement
imposed.

9.2

The Authority reserves the right to require the Licensee to provide directory enquiry
services for subscribers of other licensees.

Renewed on 13 October 2023

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of the Authority) and at annual
intervals or any other intervals to be agreed with the Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be agreed
with other licensees, provide integrated directories for their subscribers. In the event that
agreement cannot be reached, the matter shall be determined by the Authority, whose
decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees free-of-charge
for the purpose of providing integrated directories and providing integrated directory
enquiry services.

Renewed on 13 October 2023

PART III: TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section 11 of
the Act, submit for the Authority’s approval all telecommunication infrastructure,
technology and any telecommunication equipment which is part of the Systems or which
is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for which the
approval has not been granted under Section 11 of the Act, whether such other equipment
is in addition to or intended to replace the existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the Telecommunications (Radiocommunication) Regulations for the operation of any radio-communication stations
comprised in the Systems and shall abide by any conditions imposed thereunder, including
the payment of station licence fees and frequency fees for the allocation and management
of frequencies by the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power, polarisation, aerial
characteristics and other technical parameters of any radio-communication station
comprised in the Systems shall be submitted in writing for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the antenna of
any radio-communication station comprised in the Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with the
necessary frequencies to enable the effective and efficient operation of the Systems and
the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is safe and
does not cause interference to other existing radio-communication networks operating in
the same band or in other bands. The Licensee shall also take appropriate measures to

Renewed on 13 October 2023

ensure that its Systems are adequately protected from interference that may be caused by
networks operating in the same band or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of numbers
and shall, subject to payment of the required fees for Golden Numbers, be provided with
the necessary numbers to enable the effective and efficient operation of the Systems and
provision of the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and the Licensee
shall have no proprietary right to any of the number(s) assigned. The Licensee shall take
all necessary steps to ensure that the number(s) assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given to the
Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of such
number(s).

Renewed on 13 October 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS

16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access charge upon
any person licensed by the Authority to provide telecommunication services in Singapore
through or with the use of the Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access framework,
arrangements and requirements, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate connection
points, which it shall provide for this purpose:

17.2

17.3

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the Authority
may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse to connect
to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by the
Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority, in
respect of which the Authority has issued a notice to that effect to the person who
has under his control such equipment or system.

The terms and conditions for the connection of equipment or systems to the Systems of
the Licensee shall be determined by agreement between the Licensee and the owner or
operator of the equipment or system except in so far as the conditions are prescribed in the

Renewed on 13 October 2023

Act or in this Licence. In the event that the parties cannot reach an agreement, the matter
shall be determined by the Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any arrangements
for the connection of equipment or systems to the Systems other than those set by the
Authority. In particular, the Licensee shall not, except where the Authority is satisfied
that it is reasonable, exercise any Intellectual Property Rights which it owns or is licensed
to use in a manner which prevents or inhibits the connection of approved equipment or
systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its generality,
the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original calling
party and the original calling party Calling Line Identity shall be passed on in the
conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the access
code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the ITU-T
Signalling System Number 7 ISDN User Part signalling should be set to the value
“1” to identify an international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T Signalling System
Number 7 signalling, then the Licensee shall route such international incoming calls
on specified circuits.

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance of the
Systems which would require changes to any equipment or systems connected to the
Systems or which would have the effect of making such connections inoperable. The
period of notice given shall be appropriate to the likely impact on the parties affected and
on connected equipment or systems and shall be decided in consultation with the
Authority.

Renewed on 13 October 2023

19.2

Where the Authority considers that a change in the Systems referred to in Condition 19.1
would cause another person licensed to provide telecommunication services in Singapore
to make major changes in its own systems in order to connect its systems to the Systems,
and notifies the Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities sharing and
deployment, including all relevant codes of practice, directions and notifications which
the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share infrastructure with
other licensees in designated areas in the national and/or public interest or otherwise, the
Authority shall inform the licensees accordingly so that licensees can make the necessary
arrangements before submitting their infrastructure sharing plans to the Authority for
approval. The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and deployment,
including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including the
provision of information on such systems in the format specified by the authorities.

Renewed on 13 October 2023

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the Licensee shall
comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate financial data
and accounts for the Services and shall submit on request these data and accounts to the
Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and price
schemes with the Authority before commercial launch or announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering inter alia,
descriptions and pricing of the Services available, the terms and conditions thereof, and
the provision of fault repair and any other commercial and technical services and such
other information as the Authority may require the Licensee to publish in relation to the
Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information, especially for exdirectory numbers, and comply with any codes of practice or guidelines issued by the
Authority in relation to the use of subscriber information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber information where
deemed necessary by the Authority or any relevant law enforcement or security agencies
in the exercise of their functions and duties.

Renewed on 13 October 2023

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority as well as
any additional or supplemental guidelines, which the Authority may issue from time to
time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of service subject
to the Authority’s number portability requirements and charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set out in the
Accounting Separation Guidelines established by the Authority, and any additional or
supplemental guidelines issued by the Authority from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue discrimination
against any person or class of persons in, inter alia, the price and performance
characteristics of the Services provided or the terms and conditions under which the
Services are provided. In particular, the Licensee shall not give any undue preference to,
or receive an unfair advantage from, a business carried on by it or an associated or
affiliated company, service or person, if the Authority is of the opinion that the Licensee’s
competitor could be placed at a significant competitive disadvantage or that competition
would be prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation to the
operation of the Systems or provision of the Services by the Licensee or any other
telecommunication system and/or services licensed by the Authority.

Renewed on 13 October 2023

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person running an
Authorised Overseas System on terms or conditions which unfairly preclude or restrict, to
the detriment of the national and/or public interest, the provision of any international
telecommunication services by any person licensed by the Authority to provide those
services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is recognised by
the Government or any competent authority of a foreign country as authorised to provide
telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to permit
a person who is not originally a party to this Licence to share in the benefits of, or
otherwise gain any rights or privileges under this Licence, or which would otherwise result
in a breach or circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it deems necessary
in the terms and conditions of the joint venture, association, contract or arrangement
referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition 31.2, the
Authority may direct the Licensee to terminate any such joint venture, association,
contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to obtain the
approval of the Authority for the appointment of agents or for the employment of
independent contractors or sub-contractors to carry out any works or provide any services
which enable the Licensee to discharge its duties and obligations under this Licence
provided that the Licensee shall be liable to the Authority for any act, omission, default,
neglect or otherwise of the agents and independent contractors or sub-contractors in
carrying out any such works or providing any such services.

Renewed on 13 October 2023

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of Directors or Chief
Executive Officer and shall for this purpose provide the Authority with the details of
any such change and any further information requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any directions,
which the Authority may from time to time issue in exercise of its powers, functions or
duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy of all
directions given by the Authority. The Licensee shall not during the currency and after
the expiry, termination or cancellation of the Licence disclose or permit the disclosure
of any of the said directions to any person not authorised to receive the same without
the prior written consent of the Chief Executive Officer of the Authority. The Licensee
shall further take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees on matters
relating to the requirements of this Licence or the Act, the matter shall be determined by
the Authority whose decision shall be binding on all parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information within its
knowledge, custody or control, which the Authority may, by notice or direction require.
The Licensee undertakes to the Authority that any such document and information
provided to the Authority shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the Licence,
the Authority may from time to time require the Licensee to arrange at its own expense,

Renewed on 13 October 2023

for a separate and independent audit of its activities. The Licensee shall, at the Authority’s
request, submit the audited accounts and reports prepared under this Condition 35.2 to the
Authority for inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information furnished to
or so required by the Authority pursuant to Condition 35.1, as well as the fact that the
Authority has requested for such document and/or information.

35.4

The Authority may use and disclose any such document or information provided to the
Authority pursuant to Condition 35.1 as the Authority deems fit. Where the Authority
proposes to disclose any document or information obtained pursuant to Condition 35.1
and the Authority considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or which
disclosure would or could reasonably be expected to adversely affect the Licensee’s
lawful business, commercial or financial affairs, the Authority will give the Licensee a
reasonable opportunity to make representations on the proposed disclosure before the
Authority makes a final decision on whether to disclose the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any emergency
activities or preparations thereof in collaboration with other relevant agencies,
organisations and Government ministries and departments, in accordance with the
written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence any
information or document pertaining to Condition 36.1 as well as the fact that the
Authority has requested the Licensee to participate in such emergency activities and
preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the Authority
for approval any changes to any telecommunication system, installation or plant and
any service plans, together with such technical and non-technical information as may
be required by the Authority, at least one (1) month before such change is intended to
be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and obligations
under this Licence in a manner, which is consistent with the Government’s obligations

Renewed on 13 October 2023

under any convention, agreement, arrangement or treaty to which Singapore is or shall
become a party.

37.2

The Authority shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 37.1 applies for its compliance.

Renewed on 13 October 2023

PART VII:SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the terms of
this Licence by giving the Licensee at least one (1) month’s notice in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in part, or impose
a financial penalty in such amounts the Authority thinks fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its operation of the
Systems or the provision of any of the Services, the Licensee shall seek the Authority’s
approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the migration of its
customers to suitable alternatives so as to minimise any service disruption that may be
caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the Services
until the Authority’s written approval has been obtained under Condition 42.1 and the
Licensee has satisfactorily met the Authority’s requirements, if any, to which the
Authority’s approval is made subject to.

Renewed on 13 October 2023

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without prejudice to
the rights and remedies which may accrue to the Licensee or the Authority under the
Licence or any written law as at the date of termination, suspension or cancellation except
that the Licensee shall not have the right to seek a refund of the licence fee or any other
fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in this Licence
if and to the extent that the Authority is satisfied that it is prevented from complying with
those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of reasonable
diligence and foresight, the Licensee was unable to prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and shall
resume the performance of its obligations as soon as the factor(s) which prevented the
performance thereof is resolved.

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not limited to
the Act, the Telecommunications (Radio-communication) Regulations, the International
Telecommunication Convention and any other treaty or convention to which Singapore is
a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its obligations to
obtain any other right, licence, permit or approval that may be required under any written
law in force in Singapore.

Renewed on 13 October 2023

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have been given
if sent by hand or pre-paid post or by facsimile to the Licensee’s registered address as
lodged with the Accounting and Corporate Regulatory Authority or by electronic mail to
the Licensee’s electronic mail address as stated in its licence application to the Authority,
or such other electronic mail address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable provision
so that if any condition and part thereof is held invalid, unenforceable or illegal for any
reason, the remainder of the Licence shall remain in full force in every respect.

Issued on 13 October 2008
Renewed on 13 October 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 13 October 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only and
are not part of this Licence and shall not in any way affect the interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has in
the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include any
regulations made under the Act until such regulations are revoked or repealed by
subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and legal
persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may be
amended from time to time.

Renewed on 13 October 2023

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CHUNGHWA TELECOM SINGAPORE PTE LTD
[Licensee specific details have been removed]

Renewed on 13 October 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CHUNGHWA TELECOM SINGAPORE PTE LTD
[Licensee specific details have been removed]

Renewed on 13 October 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the International Simple Resale services (“ISR”) provided
under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain access
to the ISR. The allocation of the access code will be subject to the availability of
such codes and consideration for other usage. The Licensee shall ensure that the
access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration before
any service activation to ensure that subscribers are properly signed up for the
international call services and that the right parties are being billed. For the
avoidance of doubt, this Condition 3.1 does not apply to prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 13 October 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/ User Name (where
applicable); and

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the ISR to the
subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any consumer
who wishes to bar the Licensee’s international call services, regardless of whether
the consumer is a subscriber of any service provided by the Licensee, to further
prevent any unauthorised or fraudulent activation of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

Renewed on 13 October 2023

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

5.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using E.164
telephone numbers1 for such services and assigning such numbers to the Licensee’s
subscriber (referred to in this Schedule as an “IP telephony number”). Such services
allow subscribers to make and receive voice, data and/or video calls using the same
telephone number from any domestic or overseas location where broadband
Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the Services it
provides may be used to contact the police emergency service (namely 999 or its
substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to contact
the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition – “Arrangements for Connection to Systems” in the main
body of the Licence, for all calls made to the public emergency services referred to
in Condition 2.1 of this Schedule.
The Authority reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and national
safety.

2.4

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 13 October 2023

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and guidelines
established by the Authority on number portability required to be implemented by
the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule, the
Licensee shall:

Renewed on 13 October 2023

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:
(a)

Name, business address and, as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer for
sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

Renewed on 13 October 2023

5.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period of not
less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising Level
“6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6” telephone
number, it shall comply with Conditions 7.2 to 7.8 in respect of such services
(hereinafter referred to as “Level “6” Services”). For the purposes of these
Conditions, ‘Fixed Network Telecommunication Services’ means fixed line basic
telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be able
to receive and make voice calls from/to subscribers on any public switched
telecommunication network, public mobile network or public digital voice network
in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use of its
Level “6” Services; and

Renewed on 13 October 2023

(b)

any person through its public payphones that enables the use of its Level “6”
Services,

may at any time and without charge, contact the relevant police emergency service
(namely 999 or its substitute number), the fire and ambulance services (namely 995
or its substitute number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying them of any
emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to domestic
subscribers (within Singapore) with a Singapore registered and billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by the
Authority from time to time for Fixed Network Telecommunication Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer database
upon request to any person to whom the Licensee provides its Level “6”
Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6” Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services in
accordance with such requirements as may be established by the Authority;
and

(b)

exchange all relevant customer data of subscribers of its Level “6” Services
with other licensees free-of-charge for the purpose of providing integrated
directories and providing integrated directory enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In
the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision shall be final.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme when a
call is connected;

(b)

each of the live Audiotex services shall be assigned a different telephone
number;

(c)

there shall be no interruptions during the announcement or programme; and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does not
significantly exceed the number of call-in lines for the live Audiotex services and
shall subscribe for additional lines from licensed Facilities-Based Operators to
adequately handle calls for the live Audiotex services and to prevent congestion to
other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will generate a
high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves directly
in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live Audiotex
services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

Renewed on 13 October 2023

2.1

The Licensee shall be solely responsible for the content and its accuracy and shall
obtain all necessary approvals from the relevant authorities in Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property rights or
any other liability whatsoever arising from or in connection with the information
transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration to
callers at regular intervals of a maximum of 15 minutes or less. The Licensee may
either charge an information fee on per minute basis or a fixed fee on a per call
basis. If the Licensee decides not to make regular announcements of call duration,
it shall only charge a fixed fee on a per call basis. The fixed fee shall also be
applicable to mixed pre-recorded and live Audiotex services that provide an option
for a caller to talk to a live operator after listening to a pre-recorded information or
programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a grace
period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4 seconds;
or

(b)

the first 12 seconds of a call where the charge announcement lasts 10 seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made and
received through the Service, which are operated and/or provided in Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve (12)
calendar months.

Renewed on 13 October 2023

5.3

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network and/or systems of Facilities-Based
Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Managed Data Network Services (“MDNS”) provided
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)
(b)

Name;
Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 13 October 2023

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the MDNS to the
subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public Internet
access facility or system for the provision of public Internet access services in
Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by the
Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by the
Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other information that
the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 13 October 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule, the
Licensee shall:

5.4

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

Renewed on 13 October 2023

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:
(a)

Name, business address, and as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

7.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 13 October 2023

7.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage of the
local leased fixed-line connection and their compliance with all licensing and
regulatory conditions and requirements of the Authority. The Licensee shall
terminate its agreement with the subscribers if such subscribers are found to
infringe any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 13 October 2023

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional communications
that the Licensee is a local leased fixed-line connectivity reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call traffic
statistics and/or other records maintained by the service node for inspection
whenever requested. The Licensee without a service node in Singapore may
provide Store & Forward Value-Added Network services through a local access
node which is connected to the public switched telecommunication networks
provided by a Facilities-Based Operator licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over dedicated
leased circuits or switched/permanent virtual circuits such as frame relay circuits.
The Licensee may also choose to transmit its VAN traffic through virtual private
network links over the Internet.

Renewed on 13 October 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network of any Facilities-Based Operator or
preventing safety hazards to the personnel in the connection of telecommunication
equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Virtual Private Network (“VPN”) services operated under
the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 13 October 2023

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the VPN services to
the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Renewed on 13 October 2023

"
15,c57d3ac5c59790a1f74102f89f7965cca33fa894,CitiCall Communications Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/citicall.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CITICALL COMMUNICATIONS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 AUGUST 2012
RENEWED ON 1 AUGUST 2022

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 1 August 2022

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 1 August 2022

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED
BY
CITICALL
COMMUNICATIONS PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED
BY
CITICALL
COMMUNICATIONS PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 1 August 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CITICALL COMMUNICATIONS PTE LTD UNDER SECTION
5 OF THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 1 August 2012, the Info-communications Development Authority of
conferred on it under Section 5 of the Telecommunications Act 1999
) issued this licence (hereinafter referred to
to CitiCall Communications Pte Ltd (hereinafter referred to
as the
telecommunication systems and to operate and provide the telecommunication
services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
enactment of the Info-communications Media Development Authority Act
201
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 7 February 2022, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 31 July 2022.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 1 August 2022

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
during
of
(a)

The annual fee payable shall be the total

a minimum sum of $80,000;

(b)
million up to $100 million; and
(c)
more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

Renewed on 1 August 2022

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 1 August 2022

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

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PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

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Licensee to obtain the Authority
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

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PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

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14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with
s National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

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PART IV:ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

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(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, Intellectual Property Rights means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
ncoming call
for systems inter-working. Where the Licensee operates a system which

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does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

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21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

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PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

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PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

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29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, Authorised Overseas System means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with
requirements on the
international settlement regime and seek
endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31
Services

Contracts with Third Parties to Operate or Provide Licensed Systems or

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek
approval for the joint venture,
association, contract or arrangement in question.

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31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

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disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems

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CONFIDENTIAL

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
ul
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

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37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

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PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
(6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Condition 42.1 and the

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42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

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44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or preregistered address as lodged with the Accounting and Corporate Regulatory
Authority
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.
Issued on 1 August 2012
Renewed on 1 August 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

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CONFIDENTIAL

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 August 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CITICALL COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

Renewed on 1 August 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CITICALL COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

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SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
ISR provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 1 August 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

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4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 1 August 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 1 August 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 1 August 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activ

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 1 August 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising

7.1

Where the Licensee provides any of the Services utilising
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred t
purposes of these Condition Fixed Net

7.2

ices must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use

(b)

any person through its public payphones that enables the use of its
,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 1 August 2022

7.4
domestic subscribers (within Singapore) with a Singapore registered and
billing address.
7.5

The Licensee
comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all pers
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its
in accordance with such requirements as may be established by the
Authority; and

(b)
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.
7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 August 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 1 August 2022

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 August 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilitiesnetwork and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 1 August 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Digital Network assigned to the subscriber);

1

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 1 August 2022

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii)
(viii) Long Term Pass
(ix)
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 1 August 2022

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service
which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 1 August 2022

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5
-flight or
Service, the Licensee shall ensure
that such retailer forwards the
records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 1 August 2022

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
ervices
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid
which shall be
made available for inspection by authorised Singapore government agencies.

Renewed on 1 August 2022

The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer
paid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of

Renewed on 1 August 2022

The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message

Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 1 August 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 1 August 2022

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 1 August 2022

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 1 August 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtu
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 August 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 August 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES
1

Conditions of Operation

1.1

The Licensee shall ensure that all Non-SIM M2M Services by the Licensee are
configured to be used only for the automated communication between machines
and devices (including voice communication within the scope of a pre-defined
service feature and within a closed user group), and not for other purposes (such
as voice communication with an external person) unless the prior written
approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate subscriber, (or, where the subscriber is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase shall be used instead);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

Renewed on 1 August 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i) Service ID;
(ii) Assigned Client IP address, and User ID/ User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) months from the date of termination of the Non-SIM M2M
Services to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:

3.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Non-SIM M2M Services obtain
the information set out in Condition 2.1 of this Schedule upon the registration of
a subscriber and forward such information to the Licensee within two (2) days

Renewed on 1 August 2022

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Non-SIM M2M Services of the Licensee.

4

Data Retention Requirements

4.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(c)

Assigned Source IP address and Date & Time Stamps; and

(d)

Assigned UserID/ UserName (e.g., subscriber records associated with (a)).

4.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

4.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 1 August 2022

"
16,f0f802eba8617b3e47713731070c25ad3deb0c28,Cloud Telecommunications (S) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/cloud-telecom-licence.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CLOUD TELECOMMUNICATIONS (S) PTE LTD UNDER SECTION 5
OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 JULY 2021

CONFIDENTIAL

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Amended on 18 July 2022

CONFIDENTIAL

21.
22.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Amended on 18 July 2022

CONFIDENTIAL

45.
46.
47.
48.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CLOUD
TELECOMMUNICATIONS (S) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES
TO
BE
PROVIDED
BY
CLOUD
TELECOMMUNICATIONS (S) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Amended on 18 July 2022

CONFIDENTIAL

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CLOUD TELECOMMUNICATIONS (S) PTE LTD UNDER SECTION 5
OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
Authority
Telecommunications Act (Cap. 323) (now Telecommunications Act 1999 and hereinafter
referred to a
) hereby grants to Cloud Telecommunications (S) Pte Ltd
Licence
h, install and maintain the telecommunication systems and to operate
and provide the telecommunication services as specified in the Licence. For the avoidance
of doubt, all terms and conditions herein and in the Schedules annexed hereto, shall be
collectively referred to and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
services

Amended on 18 July 2022

CONFIDENTIAL

of
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licen
of the services
million up to $100 million; and

(c)
the services
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Amended on 18 July 2022

CONFIDENTIAL

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Amended on 18 July 2022

CONFIDENTIAL

5

Licence Application Proposals

5.1

Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Amended on 18 July 2022

CONFIDENTIAL

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Amended on 18 July 2022

CONFIDENTIAL

Licensee to obtain
prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 18 July 2022

CONFIDENTIAL

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 18 July 2022

CONFIDENTIAL

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with
National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 18 July 2022

CONFIDENTIAL

PART IV:ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Amended on 18 July 2022

CONFIDENTIAL

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

Intellectual Prope
means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Amended on 18 July 2022

CONFIDENTIAL

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority
ramework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Amended on 18 July 2022

CONFIDENTIAL

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 18 July 2022

CONFIDENTIAL

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 18 July 2022

CONFIDENTIAL

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 18 July 2022

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30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Cond
means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority
international settlement regime and seek the Authority
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority
association, contract or arrangement in question.

Amended on 18 July 2022

CONFIDENTIAL

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Amended on 18 July 2022

CONFIDENTIAL

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.
36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Amended on 18 July 2022

CONFIDENTIAL

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Amended on 18 July 2022

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38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Amended on 18 July 2022

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PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
(6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Condition 42

Amended on 18 July 2022

CONFIDENTIAL

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Amended on 18 July 2022

CONFIDENTIAL

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee s
registered address as lodged with the Accounting and Corporate Regulatory
Authority
electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 July 2021

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 18 July 2022

CONFIDENTIAL

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 18 July 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CLOUD TELECOMMUNICATIONS (S) PTE LTD

[Licensee specific details have been removed]

Amended on 18 July 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CLOUD TELECOMMUNICATIONS (S) PTE LTD

[Licensee specific details have been removed]

Amended on 18 July 2022

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SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

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3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

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4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

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2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

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Amended on 18 July 2022

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(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

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(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2
made and received through the Service, which are operated and/or provided
in Singapore.

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6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising

7.1
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
. For the
purposes of these Conditions Fixed Net

7.2
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.
7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use

(b)

any person through its public payphones that enables the use of its

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

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7.4
domestic subscribers (within Singapore) with a Singapore registered and
billing address.
7.5

The Licensee shall ensure that its Level
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all pers
Services.

The Licensee shall:
(a)
in accordance with such requirements as may be established by the
Authority; and
(b)
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.
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1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
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Amended on 18 July 2022

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(b)

5

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Data Retention Requirements

5.1
and received through the Service, which are operated and/or provided in
Singapore.
5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

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(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilitiess. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

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Amended on 18 July 2022

CONFIDENTIAL

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

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Amended on 18 July 2022

CONFIDENTIAL

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii)
(viii) Long Term Pass
(ix)
s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

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Amended on 18 July 2022

CONFIDENTIAL

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
-flight or
overseas sales of the

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Amended on 18 July 2022

CONFIDENTIAL

seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
rvice.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

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Amended on 18 July 2022

CONFIDENTIAL

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Digital Network assigned to the subscriber);

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

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Amended on 18 July 2022

CONFIDENTIAL

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Regist
The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
CONFIDENTIAL

Amended on 18 July 2022

CONFIDENTIAL

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
prejudice to the A
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

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Amended on 18 July 2022

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
CONFIDENTIAL

Amended on 18 July 2022

CONFIDENTIAL

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
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Amended on 18 July 2022

CONFIDENTIAL

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.
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Amended on 18 July 2022

CONFIDENTIAL

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

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Amended on 18 July 2022

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

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Amended on 18 July 2022

CONFIDENTIAL

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

CONFIDENTIAL
Amended on 18 July 2022

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

CONFIDENTIAL
Amended on 18 July 2022

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

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Amended on 18 July 2022

CONFIDENTIAL

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

CONFIDENTIAL
Amended on 18 July 2022

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 18 July 2022

"
17,2a3ba0ceaed18b60292ad023367dd4735b4b5164,Colt Technology Services Pte Ltd f.k.a. KVH (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/colt.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO COLT TECHNOLOGY SERVICES PTE. LTD.
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 AUGUST 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Amended on 12 October 2022

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Amended on 12 October 2022

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY COLT
TECHNOLOGY SERVICES PTE. LTD.

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY COLT TECHNOLOGY
SERVICES PTE. LTD.

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Amended on 12 October 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO COLT TECHNOLOGY SERVICES PTE. LTD.
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

Info-communications Development Authority of Singapore (hereinafter
conferred on it under Section
Act granted to KVH (Singapore) Pte Ltd (now known as Colt Technology
Services Pte. Ltd. and hereinafter
(he
telecommunication systems specified in Schedule A (hereinafter referred to as
specified in Schedule B (here
the terms and conditions set out herein; and the specific terms and conditions
set out in Schedule C.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (here
enactment of the Info-communications Media Development Authority Act
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 31 August 2022, the Authority noted the amalgamation under Section 215D
of the Companies Act 1967 between MarketPrizm Singapore Pte Ltd
and the Licensee that took effect
Amalgamation
which left the Licensee as the surviving legal entity, as notified by the Licensee.

Amended on 12 October 2022

The Authority also noted
undertaking to take over the services,
customers, obligations, liabilities and other commitments of MPZ, and that
with effect from the date of the Amalgamation, the Licensee shall be
accountable to the Authority for compliance with all regulatory obligations
originally owed by MPZ under the laws and relevant licences.
E.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
services
of
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licen
of the services
million up to $100 million; and

(c)
the services
million.
Amended on 12 October 2022

ial year that is more than $100

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the
banks and finance companies quoted and published by the Monetary Authority
of Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

Amended on 12 October 2022

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on

Amended on 12 October 2022

conditions deemed necessary by the Authority.
6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Amended on 12 October 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Amended on 12 October 2022

Licensee to obtain
prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 12 October 2022

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 12 October 2022

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with
National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 12 October 2022

PART IV:ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Amended on 12 October 2022

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

Intellectual Prope
means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Amended on 12 October 2022

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority
ramework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Amended on 12 October 2022

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 12 October 2022

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 12 October 2022

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 12 October 2022

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Cond
means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority
international settlement regime and seek the Authority
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority
association, contract or arrangement in question.

Amended on 12 October 2022

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the

Amended on 12 October 2022

currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.
36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Amended on 12 October 2022

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Amended on 12 October 2022

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Amended on 12 October 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
(6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the

Amended on 12 October 2022

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Amended on 12 October 2022

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or preregistered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic ma
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 August 2015

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 12 October 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 12 October 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY COLT TECHNOLOGY SERVICES PTE. LTD.

[Licensee specific details have been removed]

Amended on 5 April 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY COLT TECHNOLOGY SERVICES PTE. LTD.

[Licensee specific details have been removed]

Amended on 12 October 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Amended on 12 October 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Amended on 12 October 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 12 October 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Amended on 12 October 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Amended on 12 October 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Amended on 12 October 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Amended on 12 October 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Amended on 12 October 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Amended on 12 October 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Amended on 12 October 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Amended on 12 October 2022

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Amended on 12 October 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 12 October 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 12 October 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 1 August 2015

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number2 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

2 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 1 August 2015

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Issued on 1 August 2015

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Issued on 1 August 2015

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)
Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

Issued on 1 August 2015

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Issued on 1 August 2015

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,

Issued on 1 August 2015

Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.
10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 1 August 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 1 August 2015

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 1 August 2015

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 1 August 2015

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 1 August 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Issued on 1 August 2015

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 1 August 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 1 August 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 1 August 2015

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 1 August 2015

"
18,e43b3c61fd5da89c57cef4284f0e71060790fca4,Converge ICT Singapore Pte. Ltd.,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Converge-ICT-Singapore-Licence-Redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CONVERGE ICT SINGAPORE PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 3 JANUARY 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 3 January 2023

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 3 January 2023

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CONVERGE ICT
SINGAPORE PTE. LTD.

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CONVERGE ICT
SINGAPORE PTE. LTD.

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 3 January 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO CONVERGE ICT SINGAPORE PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
Authority
Telecommunications Act 1999
) hereby grants to
Converge ICT Singapore Pte. Ltd.
(hereinafter ref
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
services
of

Issued on 3 January 2023

(a)

a minimum sum of $80,000;

(b)
of the services
million up to $100 million; and
(c)

sion of
the services
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 3 January 2023

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to a
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 3 January 2023

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 3 January 2023

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain
prior written approval on any charges it

Issued on 3 January 2023

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 3 January 2023

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 3 January 2023

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with
National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 3 January 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 3 January 2023

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

Intellectual Prope
means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 3 January 2023

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority
ramework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 3 January 2023

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 3 January 2023

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 3 January 2023

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority
r could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 3 January 2023

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Cond
means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority
international settlement regime and seek the Authority
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority
association, contract or arrangement in question.

Issued on 3 January 2023

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 3 January 2023

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.
36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 3 January 2023

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 3 January 2023

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 3 January 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
(6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Condition 42

Issued on 3 January 2023

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 3 January 2023

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee s
registered address as lodged with the Accounting and Corporate Regulatory
Authority
electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 3 January 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority
Issued on 3 January 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 3 January 2023

CONFIDENTIAL

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY CONVERGE ICT SINGAPORE PTE. LTD.
[Removed]

CONFIDENTIAL
Issued on 3 January 2023

CONFIDENTIAL

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY CONVERGE ICT SINGAPORE PTE. LTD.
[Removed]

CONFIDENTIAL
Issued on 3 January 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
ISR provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 3 January 2023

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 3 January 2023

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 3 January 2023

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 3 January 2023

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 3 January 2023

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the s

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 3 January 2023

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
umbers

7.1

Where the Licensee provides any of the Services utilising
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
purposes of these Conditions Fixed Net

7.2
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.
7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use

(b)

any person through its public payphones that enables the use of its
,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 3 January 2023

7.4
domestic subscribers (within Singapore) with a Singapore registered and
billing address.
7.5

The Licensee
comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all pers
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its
in accordance with such requirements as may be established by the
Authority; and

(b)
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.
7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 3 January 2023

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 3 January 2023

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 3 January 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilitiesnetwork and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 3 January 2023

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
umbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Issued on 3 January 2023

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii)
(viii) Long Term Pass
(ix)
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 3 January 2023

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service
which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5
-flight or
Service, the Licensee shall ensure

Issued on 3 January 2023

that such retailer forwards the
records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 3 January 2023

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Digital Network assigned to the subscriber);

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid
which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 3 January 2023

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer
paid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 3 January 2023

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message

Licensee for failing to comply with the said conditions.
11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 3 January 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 3 January 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 3 January 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 3 January 2023

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 3 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 3 January 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 3 January 2023

CONFIDENTIAL
SCHEDULE D

PERFORMANCE BOND

[Removed]

CONFIDENTIAL
Amended on 2 March 2023

"
19,59482903c9a423bed75f2aaf29d4c7003cc91679,Deltel Technologies (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Deltel.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
DELTEL TECHNOLOGIES (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 20 AUGUST 2016

ISSUED ON 20 AUGUST 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 20 August 2016

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 20 August 2016

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY DELTEL
TECHNOLOGIES (SINGAPORE) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY
DELTEL
TECHNOLOGIES (SINGAPORE) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 20 August 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
DELTEL TECHNOLOGIES (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 20 AUGUST 2016

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to as
“IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Deltel Technologies (Singapore) Pte Ltd (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems”); to operate and provide the telecommunication services specified in Schedule
B (hereinafter referred to as “the Services”) subject to the terms and conditions set out
herein; and the specific terms and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by IDA in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under Section
5 of the Act.

Issued on 20 August 2016

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the Services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning
on (and including) its due date and ending on (and excluding) the date of its
receipt in full by IDA, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the
average of the prevailing prime lending rates of the banks and finance

Issued on 20 August 2016

companies quoted and published by the Monetary Authority of Singapore. For
the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such obligations
by reason of any late payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide IDA such
technical and/or non-technical information as may be required by IDA within
such period as may be specified by IDA.

Issued on 20 August 2016

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty eight (28) days following the award of the
Licence, provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in favour
of IDA. IDA will specify in detail the terms and conditions of the performance
bond for the Licensee based on the Licensee’s application commitments and
any additional terms and conditions deemed necessary by IDA.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 20 August 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the Licensee

Issued on 20 August 2016

to obtain IDA’s prior written approval on any charges it intends to levy for
the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at annual
intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by IDA, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 20 August 2016

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee shall
take all necessary steps, at its own cost, to ensure that its network will not cause
interference to or receive interference from other authorised networks.

Issued on 20 August 2016

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with
the necessary frequencies to enable the effective and efficient operation of the
Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
framework and guidelines on the usage, allocation and assignment of numbers.
The Licensee shall, in its submission to IDA, justify the use of numbers and
shall, subject to payment of the required fees for Golden Numbers, be provided
with the necessary numbers to enable the effective and efficient operation of
the Systems and provision of the Services. The Licensee shall take all
necessary steps to ensure that the numbers allocated are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Issued on 20 August 2016

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA may
impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person who
has under his control such equipment or system.

Issued on 20 August 2016

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by IDA,
whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by IDA. In particular, the Licensee shall not, except where IDA
is satisfied that it is reasonable, exercise any Intellectual Property Rights which
it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Issued on 20 August 2016

20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure with
other licensees in designated areas in the national and/or public interest or
otherwise, IDA shall inform the licensees accordingly so that licensees can
make the necessary arrangements before submitting their infrastructure sharing
plans to IDA for approval. The Licensee shall share infrastructure whenever
and wherever mandated by IDA in accordance with the framework for facilities
sharing and deployment, including Codes of Practice.

Issued on 20 August 2016

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and
price schemes with IDA before commercial launch or announcement of such
Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as IDA may require the
Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Issued on 20 August 2016

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by the
Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be placed
at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Issued on 20 August 2016

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek IDA’s approval for the joint venture, association,
contract or arrangement in question.

Issued on 20 August 2016

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract
or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
IDA for any act, omission, default, neglect or otherwise of the agents and
independent contractors or sub-contractors in carrying out any such works or
providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide IDA
with the details of any such change and any further information requested by
IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by IDA. The Licensee shall not during the currency and
after the expiry, termination or cancellation of the Licence disclose or permit

Issued on 20 August 2016

the disclosure of any of the said directions to any person not authorised to
receive the same without the prior written consent of the Chief Executive of
IDA. The Licensee shall further take all reasonable precautions in dealing with
the said directions so as to prevent any unauthorised person from having access
to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by IDA whose decision shall be binding on all parties
concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within its
knowledge, custody or control, which IDA may, by notice or direction require.
The Licensee undertakes to IDA that any such document and information
provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities. The
Licensee shall, at IDA’s request, submit the audited accounts and reports
prepared under this Condition 35.2 to IDA for inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as the
fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the

Issued on 20 August 2016

Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or plant
and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one (1) month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 37.1 applies for its
compliance.

Issued on 20 August 2016

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act. IDA
may also forfeit any monies payable under the performance bond as stated in
Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one (1) month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination, except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

Issued on 20 August 2016

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 20 August 2016

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Dated 20 August 2016

fF

Director-General (Telecoms & Post)
Info-communications Development Authority of Singapore

Issued on 20 August 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, Codes of Practice or framework or other rules
or documents promulgated by IDA shall be read as reference to such as may
be amended from time to time.

Issued on 20 August 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY DELTEL TECHNOLOGIES (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Issued on 20 August 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY DELTEL TECHNOLOGIES (SINGAPORE) PTE LTD
[Licensee specific details have been removed]

Issued on 20 August 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 20 August 2016

(b)

At least 90% of calls made are able to seize a circuit.

3.2

IDA reserves the right to modify the above-mentioned standards from time
to time, and the Licensee shall comply with such modified standards
accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided, such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
IDA, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Media Development Authority (“MDA”) for the content that is transmitted
through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other
information that IDA may require the Licensee to publish.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network of any Facilities-Based Operator or
preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network and/or systems of Facilities-Based
Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

Issued on 20 August 2016

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 20 August 2016

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 20 August 2016

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which IDA may require the Licensee to include from time to
time.

Issued on 20 August 2016

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to IDA and/or authorised Singapore government agencies for audit
checks where required by IDA and/or authorised Singapore government
agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of IDA.

7.5

IDA reserves the right to require the Licensee to comply with any other
security requirements as necessary on the registers of customers and retailers
of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

Issued on 20 August 2016

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by IDA.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 20 August 2016

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA against
all claims for libel, slander, infringement of Intellectual Property rights or
any other liability whatsoever arising from or in connection with the
information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 20 August 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

1.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

2

Number Portability

2.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards for
the Services provided by the Licensee with which the Licensee shall comply.

Issued on 20 August 2016

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 20 August 2016

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Issued on 20 August 2016

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge (except
with the approval of IDA) and at annual intervals or any other intervals
to be agreed with IDA; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and providing
integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.

Issued on 20 August 2016

7.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision shall be final.

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

Issued on 20 August 2016

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by IDA from time to time
for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
IDA from time to time for Fixed Network Telecommunication Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by IDA;
and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision shall be final.

Issued on 20 August 2016

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 20 August 2016

"
20,cc1d81965a516cbd6790c58fd95661108afbfd9e,Deutsche Telekom Global Business Solutions Singapore Pte Ltd f.k.a. T-Systems Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/DTGBSS.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO DEUTSCHE TELEKOM GLOBAL BUSINESS SOLUTIONS SINGAPORE
PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 12 MAY 2004
RENEWED ON 12 MAY 2019

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Amended on 20 May 2020

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Amended on 20 May 2020

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY DEUTSCHE TELEKOM
GLOBAL BUSINESS SOLUTIONS SINGAPORE
PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY DEUTSCHE TELEKOM
GLOBAL BUSINESS SOLUTIONS SINGAPORE
PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Amended on 20 May 2020

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO DEUTSCHE TELEKOM GLOBAL BUSINESS SOLUTIONS
SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 12 May 2004, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to T-Systems Singapore Pte Ltd (hereinafter referred to as
“the First Licensee”) a licence to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 21 November 2018, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 11 May 2019, and the final renewed Licence
was issued on 10 May 2019.

E.

On 20 May 2020, the Authority approved the transfer of the Licence from the
First Licensee to Deutsche Telekom Global Business Solutions Singapore Pte
Ltd. For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

Amended on 20 May 2020

1

Period of Licence

1.1

The Licence is renewed on 12 May 2019 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Amended on 20 May 2020

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Amended on 20 May 2020

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 20 May 2020

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Amended on 20 May 2020

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 20 May 2020

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 20 May 2020

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 20 May 2020

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 20 May 2020

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Amended on 20 May 2020

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 20 May 2020

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 20 May 2020

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 20 May 2020

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Amended on 20 May 2020

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Amended on 20 May 2020

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Amended on 20 May 2020

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Amended on 20 May 2020

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Amended on 20 May 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

Amended on 20 May 2020

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Amended on 20 May 2020

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

Amended on 20 May 2020

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 12 May 2004
Renewed on 12 May 2019

Senior Director (Market Access & Competition Development)
Info-communications Media Development Authority

Amended on 20 May 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 20 May 2020

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY DEUTSCHE TELEKOM GLOBAL BUSINESS
SOLUTIONS SINGAPORE PTE LTD
[Licensee specific details have been removed]

Amended on 20 May 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY DEUTSCHE TELEKOM GLOBAL BUSINESS SOLUTIONS
SINGAPORE PTE LTD
[Licensee specific details have been removed]

Amended on 20 May 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Amended on 20 May 2020

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Amended on 20 May 2020

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Amended on 20 May 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Amended on 20 May 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Amended on 20 May 2020

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Amended on 20 May 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Amended on 20 May 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Amended on 20 May 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Amended on 20 May 2020

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 20 May 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Amended on 20 May 2020

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Amended on 20 May 2020

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Amended on 20 May 2020

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Amended on 20 May 2020

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Amended on 20 May 2020

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.

Amended on 20 May 2020

The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of

Amended on 20 May 2020

Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Amended on 20 May 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Amended on 20 May 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Amended on 20 May 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Amended on 20 May 2020

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 20 May 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 20 May 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

Amended on 20 May 2020

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Amended on 20 May 2020

"
21,ea94a2b3e1d8a6c5ca39a0f9173bd8adf4d3bb6d,EITC Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/EITCSingapore.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
EITC SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 13 JULY 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 13 July 2018

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 13 July 2018

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY EITC SINGAPORE
PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY EITC SINGAPORE
PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 13 July 2018

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO EITC SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to EITC Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence (hereinafter
referred to as “the Licence”) to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as specified in the
Licence. For the avoidance of doubt, all terms and conditions herein and in the Schedules
annexed hereto, shall be collectively referred to and taken by all parties concerned as the
Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Issued on 13 July 2018

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Issued on 13 July 2018

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 13 July 2018

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 13 July 2018

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 13 July 2018

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 13 July 2018

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 13 July 2018

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) allocated
is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 13 July 2018

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 13 July 2018

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 13 July 2018

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 13 July 2018

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 13 July 2018

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 13 July 2018

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 13 July 2018

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 13 July 2018

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 13 July 2018

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 13 July 2018

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 13 July 2018

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 13 July 2018

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 13 July 2018

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 13 July 2018

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 13 July 2018

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 13 July 2018

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY EITC SINGAPORE PTE LTD
[Licensee specific details have been removed]

Issued on 13 July 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY EITC SINGAPORE PTE LTD
[Licensee specific details have been removed]

Issued on 13 July 2018

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 13 July 2018

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Registration of Subscribers

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 4.1 does not apply to prepaid card
services.

4.2

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 13 July 2018

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscriber:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 13 July 2018

2.2

The register shall be kept by the Licensee for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

4.

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

Issued on 13 July 2018

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration
Act (Cap. 201), passport or Employment Pass and make and keep
a photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through
appropriate documents that are recognised by the authorised
establishments in the country of purchase.

4.4

In the case of termination of the Services to a subscriber, the subscriber’s
records shall be kept by the Licensee for a period of not less than twelve (12)
calendar months from the date of termination.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised

Issued on 13 July 2018

Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in
Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that
are recognised by the authorised establishments in the country of
origin, shall be used instead; and

(c)

contact telephone number(s) of the retailer.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 13 July 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 13 July 2018

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid SIM
cards; and

Issued on 13 July 2018

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 13 July 2018

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 13 July 2018

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 13 July 2018

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 13 July 2018

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 13 July 2018

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 13 July 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”) standard
network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long and include a
country code, area or city code, and a local number.

Issued on 13 July 2018

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

4.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer (or, where the subscriber is not
located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead);

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types;

(f)

assigned User ID/User Name where applicable; and

(g)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable; and

(h)

IP telephony number assigned to the subscriber.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 13 July 2018

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the IP Telephony service to a subscriber, the
subscriber’s records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(d)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 13 July 2018

recognised by the authorised establishments in the country of origin,
shall be used instead.);
(e)

Contact telephone number(s) of the retailer; and

(f)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

6.3

The Licensee shall ensure that:

Issued on 13 July 2018

(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:

6.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

Issued on 13 July 2018

(b)

6.8

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 13 July 2018

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 13 July 2018

"
22,53464e597526498fd9f0f020848dcd77aeea1718,Encompass Digital Media (Asia) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Encompass.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(FORMERLY KNOWN AS
SATELLITE UPLINK AND DOWNLINK LICENCE)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY TO
ENCOMPASS DIGITAL MEDIA (ASIA) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 24 AUGUST 1995
RENEWED ON 24 AUGUST 2000
RENEWED ON 24 AUGUST 2005
RENEWED ON 24 AUGUST 2010
RENEWED ON 24 AUGUST 2015
RENEWED ON 24 AUGUST 2020

TABLE OF CONTENTS

PART I:

INTRODUCTION

1
2
3
4

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:

TECHNICAL OBLIGATIONS

5
6
7
8
9

Use of Telecommunication Equipment in the Systems
Operation of Earth Stations
Antenna Site Clearance Requirements
Use of Radio Frequencies
Use of Alternative Satellites

PART III:

ACCESS AND INTERCONNECTION OBLIGATIONS

10
11
12
13
14

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART IV:

SERVICE OBLIGATIONS

15

Price Control/Tariffing Arrangements/Quality of Service
Standards
Publication of Charges, Terms and Conditions and Other
Information

16

Renewed on 24 August 2020

PART V:

OTHER OBLIGATIONS

17
18
19
20
21
22
23
24
25
26
27

Codes of Practice and Advisory Guidelines
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Contracts with Third Parties to Operate or Provide Licensed
Systems or Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Co-operation with Civil/Public Bodies
Participation in Emergency Activities
International Obligations

PART VI:

SUSPENSION, VARIATION AND TERMINATION

28
29
30
31
32
33
34
35
36
37

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A - LIST OF SATELLITES TO BE ACCESSED
ENCOMPASS DIGITAL MEDIA (ASIA) PTE LTD

Renewed on 24 August 2020

BY

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(FORMERLY KNOWN AS
SATELLITE UPLINK AND DOWNLINK LICENCE)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT
AUTHORITY TO
ENCOMPASS DIGITAL MEDIA (ASIA) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 24 AUGUST 1995

PART I: THE LICENCE
A.

On 24 August 1995, the Telecommunication Authority of Singapore
(subsequently known as the Info-communications Development Authority
of Singapore and now known as the Info-communications Media
Development Authority and hereinafter referred to as “the “Authority”), in
exercise of the powers under Section 26 of the Telecommunication
Authority of Singapore Act 1992 (now Section 5 of the
Telecommunications Act (Cap. 323) and hereinafter referred to as “the
Act”), issued this licence to ASIA BROADCAST CENTRE PTE LTD
(now known as ENCOMPASS DIGITAL MEDIA (ASIA) PTE LTD and
hereinafter referred to as “the Licensee”) to establish, install and maintain
a satellite uplink and downlink facility (hereinafter referred to as “the
Systems”) as defined in Schedule A for the carriage of signals for
broadcasting only (hereinafter referred to as “the Services” (the
“Licence”).

B.

On 24 August 2000, 24 August 2005, 24 August 2010, and 24 August 2015,
the Authority, in the exercise of its powers under the Act, renewed the
Licence.

C.

On 31 March 2020, the Licensee submitted its confirmation to renew the
Licence, which is due to expire on 23 August 2020.

D.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall collectively be referred to and taken by all
parties concerned as the Licence.

Renewed on 24 August 2020

1

Period of Licence

1.1

The Licence is renewed on 24 August 2020 and shall be valid for a period
of five (5) years from such date, unless suspended or cancelled by the
Authority in accordance with Condition 31 or terminated by the Licensee in
accordance with Condition 32 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee of $5,000 within two
(2) weeks of the renewal of the Licence. For subsequent years, the annual
licence fee of $5,000 shall be paid by the Licensee to the Authority by no
later than the anniversary date of the grant of the Licence.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the
Licence is terminated or cancelled at any time during the term of the
Licence.

2.3

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to the Authority interest on
the amount from time to time outstanding in respect of the overdue sum
for the period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest
shall accrue from day to day and shall be calculated on the basis of the
actual number of days elapsed and a three hundred and sixty-five (365) day
year. The applicable rate of interest shall be the average of the prevailing
prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of
doubt, the Licensee shall continue to be subject to its obligations under the

Renewed on 24 August 2020

Licence and shall not be released from such obligations by reason of any
late payment of licence fee.
3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior written approval of the Authority.

3.2

Any such approval given shall be subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A, comprising satellite earth stations and any telecommunication
equipment as authorised in writing by the Authority, for the provision of
Services. The Licensee shall not operate any system not described in
Schedule A except with the prior approval of the Authority.

4.2

The Licensee is authorised to receive signals from a satellite to the earth
station in Singapore (downlink) and/or to transmit signals from the earth
station in Singapore to the same satellite or a different satellite (uplink) for
broadcasting purposes only.

4.3

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

Renewed on 24 August 2020

PART II: TECHNICAL OBLIGATIONS
5

Use of Telecommunication Equipment in the Systems

5.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

5.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace
the existing equipment or part thereof.

6

Operation of Earth Stations

6.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communications) Regulations for the
operation of earth stations and any other radio-communication stations
comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency
fees for the allocation and management of frequencies by the Authority.

6.2

The Licensee shall install earth stations of a type already coordinated or in
the process of being coordinated by the operator of the specified satellite in
the inter-system coordination with other satellite networks and shall ensure
that its working with the satellite is in accordance with the relevant
provisions of the ITU Radio Regulations and any other international treaty
to which Singapore is a party.

Renewed on 24 August 2020

6.3

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of the earth
station and any other radio-communication station comprised in the Systems
shall be submitted in writing for the Authority prior approval.

6.4

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of the earth station and any other radio-communication
station comprised in the Systems.

7

Antenna Site Clearance Requirements

7.1

The Licensee shall be solely responsible for obtaining approval from the
relevant authorities for the siting of the earth station and the position of the
antenna.

8

Use of Radio Frequencies

8.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

8.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

9

Use of Alternative Satellites

9.1

The Licensee shall inform the Authority in writing, from time to time, of any
change in the name, orbital position and other technical characteristics of the

Renewed on 24 August 2020

satellite(s) used in the operation of the Systems and the provision of the
Services.
9.2

Where the Licensee wishes to use an alternative satellite which was not
specified by the Licensee in the licence application, the Licensee shall seek
the Authority’s approval in writing at least one (1) month in advance and
shall specify the circumstances necessitating the use of the alternative
satellite.

Renewed on 24 August 2020

PART III: ACCESS AND INTERCONNECTION OBLIGATIONS
10

Requirements to Provide Access

10.1

The Licensee shall provide to any person licensed by the Authority to
provide telecommunication services in Singapore, means of access to the
Systems.

10.2

The Licensee may, with the prior approval of the Authority, impose an
access charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

10.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notification which the Authority may issue from time
to time.

11

Connection to Other Systems

11.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

11.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may from time to time impose.

Notwithstanding Condition 11.1, the Licensee shall cease to connect or
refuse to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or
licensing by the Authority; or

Renewed on 24 August 2020

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under its control such equipment or
system.

11.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the
event that the parties cannot reach an agreement, the matter shall be
determined by the Authority, whose decision shall be final.

12

Arrangements for Connection to System

12.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the System
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the System.

12.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

12.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic,
manipulate the access code dialled by the calling party; and

Renewed on 24 August 2020

(c)

The A-bit of the Forward Call Indicator of the Initial Access
Message on the ITU-T Signalling System Number 7 ISDN User Part
signalling should be set to the value “1” to identify an international
incoming call for systems inter-working. Where the Licensee
operates a system which does not support ITU-T Signalling System
Number 7 signalling, then the Licensee shall route such international
incoming calls on specified circuits.

13

Changes to System

13.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification
or performance of the System which would require changes to any
equipment or systems connected to the System or which would have the
effect of making such connections inoperable. The period of notice given
shall be appropriate to the likely impact on the parties affected and on
connected equipment or systems and shall be decided in consultation with
the Authority.

13.2

Where the Authority considers that a change in the System referred to in
Condition 13.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the System, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

14

Infrastructure Sharing and Deployment

14.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

14.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before

Renewed on 24 August 2020

submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 24 August 2020

PART IV:

SERVICE OBLIGATIONS

15

Price Control/Tariffing Arrangements/Quality of Service Standards

15.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Systems provided by the Licensee with
which the Licensee shall comply.

15.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request
these data and accounts to the Authority for inspection.

15.3

The Authority reserves the right to require the Licensee to file its schemes
of service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such Services.

16

Publication of Charges, Terms and Conditions and Other Information

16.1

The Licensee shall publish information about the Systems it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as the
Authority may require the Licensee to publish in relation to the Services.

Renewed on 24 August 2020

PART V:

OTHER OBLIGATIONS

17

Codes of Practice and Advisory Guidelines

17.1

The Licensee shall comply with the codes of practice issued by the
Authority as well as any additional or supplemental guidelines, which the
Authority may issue from time to time.

18

Restriction on Undue Preference and Undue Discrimination

18.1

The Licensee shall not show undue preference towards or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the
Licensee shall not give any undue preference to, or receive an unfair
advantage from, a business carried on by it or an associated or affiliated
company, service or person, if the Authority is of the opinion that the
Licensee’s competitor could be placed at a significant competitive
disadvantage or that competition would be prevented or substantially
restricted.

19

Restriction Against Anti-Competitive Arrangements

19.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems in relation to the
Services or any other telecommunication system and/or services licensed by
the Authority.

20

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

20.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this

Renewed on 24 August 2020

Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s
written approval for the joint venture, association, contract or arrangement
in question.
20.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture,
association, contract or arrangement referred to above.

20.3

If the Licensee fails to effect the necessary changes referred to in Condition
20.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

20.4

Nothing in Condition 20.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out
any such works or providing any such services.

21

Board Directorship and Management Appointments

21.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman,
Board of Directors or Chief Executive Officer and shall for this purpose
provide the Authority with the details of any such change and any further
information requested by the Authority.

Renewed on 24 August 2020

22

Direction by the Authority

22.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

22.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
22.1.

22.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of the
Licence disclose or permit the disclosure of any of the said directions to any
person not authorised to receive the same without the prior written consent
of the Chief Executive Officer of the Authority. The Licensee shall further
take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

23

Dispute Resolution

23.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by the Authority whose
decision shall be binding on all parties concerned.

23.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

24

Provision of Information to the Authority

24.1

The Licensee shall provide the Authority with any document and
information within its knowledge, custody or control, which the Authority
may, by notice or direction require. The Licensee undertakes to the

Renewed on 24 August 2020

Authority that any such document and information provided to the Authority
shall be true, accurate and complete.
24.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 24.2 to the Authority for
inspection and verification.

24.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 24.1, as
well as the fact that the Authority has requested for such document and/or
information.

24.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 24.1 as the Authority deems
fit.

24.5

Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 24.1 and the Authority considers that the
disclosure would result in the release of information concerning the
business, commercial or financial affairs of the Licensee or which disclosure
would or could reasonably be expected to adversely affect the Licensee’s
lawful business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to
disclose the information.

25

Co-operation with Civil/Public Bodies

25.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Renewed on 24 August 2020

26

Participation in Emergency Activities

26.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

26.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 26.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

26.3

The Authority, may from time to time, require the Licensee to submit to
the Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

Renewed on 24 August 2020

27

International Obligations

27.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

27.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 27.1
applies for its compliance.

Renewed on 24 August 2020

PART V: SUSPENSION, VARIATION AND TERMINATION
28

Penalty Framework for Breach of Licence Conditions

28.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

29

Variation of Terms of Licence

29.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s
notice in writing.

30

Suspension/Cancellation

30.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

31

Termination of Licence or Cessation of Systems or Services

31.1

In the event that the Licensee desires to terminate its Licence or cease its
operation of the Systems or the provision of any of the Services, the
Licensee shall seek the Authority’s approval in writing at least six (6)
months in advance.

31.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 31.1.

32

Rights upon Termination, Suspension or Cancellation

32.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the

Renewed on 24 August 2020

Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the
licence fee or any other fee paid in advance.
33

Exceptions and Limitations on Obligations

33.1

The Licensee shall not be held to have failed to comply with its obligations
in this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority
determines that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the
exercise by it of reasonable diligence and foresight, the Licensee was
unable to prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as
the factor(s) which prevented the performance thereof is resolved.
34

Compliance with the Law

34.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communications)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Renewed on 24 August 2020

34.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

35

Governing Law

35.1

This Licence shall be governed by and construed according to the law of
Singapore.

36

Service of Notices

36.1

All notices under this Licence shall be in writing and shall be deemed to
have been given if sent by hand or pre-paid post or by facsimile to the
Licensee’s registered address as lodged with the Accounting and Corporate
Regulatory Authority or by electronic mail to the Licensee’s electronic mail
address as stated in its licence application to the Authority, or such other
electronic mail address as notified to the Authority from time to time.

37

Severability

37.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.
First Issued on 24 August 1995
Renewed on 24 August 2000
Renewed on 24 August 2005
Renewed on 24 August 2010
Renewed on 24 August 2015
Renewed on 24 August 2020

Senior Director (Market Access & Competition Development)
Info-communications Media Development Authority

Renewed on 24 August 2020

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provision of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act, until such regulations are revoked or
repealed by subsidiary legislation made under this Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as
may be amended from time to time.

Renewed on 24 August 2020

SCHEDULE A
LIST OF SATELLITES TO BE ACCESSED BY
ENCOMPASS DIGITAL MEDIA (ASIA) PTE LTD
[Licensee specific details have been removed]

Renewed on 24 August 2020

"
23,c07dc52357689da8563892ab7e9c87db017091d9,Etisalat Wholesale Asia Pacific Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Etisalat.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO ETISALAT WHOLESALE ASIA PACIFIC PTE LTD UNDER SECTION 5
OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 14 DECEMBER 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 14 December 2018

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 14 December 2018

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY ETISALAT
WHOLESALE ASIA PACIFIC PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY ETISALAT
WHOLESALE ASIA PACIFIC PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 14 December 2018

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO ETISALAT WHOLESALE ASIA PACIFIC PTE LTD UNDER SECTION 5
OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Etisalat Wholesale Asia Pacific Pte Ltd (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 14 December 2018

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 14 December 2018

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 14 December 2018

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 14 December 2018

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 14 December 2018

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 14 December 2018

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 14 December 2018

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 14 December 2018

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 14 December 2018

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 14 December 2018

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 14 December 2018

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 14 December 2018

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 14 December 2018

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 14 December 2018

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 14 December 2018

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 14 December 2018

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 14 December 2018

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 14 December 2018

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 14 December 2018

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 14 December 2018

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Issued on 14 December 2018

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 14 December 2018

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 14 December 2018

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 14 December 2018

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY ETISALAT WHOLESALE ASIA PACIFIC PTE LTD
[Licensee specific details have been removed]

Issued on 14 December 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY ETISALAT WHOLESALE ASIA PACIFIC PTE LTD
[Licensee specific details have been removed]

Issued on 14 December 2018

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 14 December 2018

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 14 December 2018

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Issued on 14 December 2018

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 14 December 2018

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 14 December 2018

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 14 December 2018

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 14 December 2018

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 14 December 2018

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 14 December 2018

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 14 December 2018

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 14 December 2018

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 14 December 2018

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 14 December 2018

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 14 December 2018

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 14 December 2018

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 14 December 2018

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 14 December 2018

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 14 December 2018

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 14 December 2018

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 14 December 2018

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Issued on 14 December 2018

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 14 December 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 14 December 2018

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 14 December 2018

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 14 December 2018

"
24,dabe567edbb2d9ba91a59e5948aae61766833069,Flag Telecom Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Flag.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
FLAG TELECOM SINGAPORE PTE LIMITED
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 APRIL 2000

RENEWED ON 1 APRIL 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Renewed on 1 April 2015

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices

Renewed on 1 April 2015

46.

Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY FLAG TELECOM
SINGAPORE PTE LIMITED

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY FLAG TELECOM
SINGAPORE PTE LIMITED

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 1 April 2015

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
FLAG TELECOM SINGAPORE PTE LIMITED
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 APRIL 2000

PART I: THE LICENCE
A.

On 1 April 2000, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred
to as the “Licence”) to Flag Telecom Singapore Pte Limited (hereinafter
referred to as “the Licensee”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to
as “the Systems”); to operate and provide the telecommunication services
specified in Schedule B (hereinafter referred to as “the Services”) subject to
the terms and conditions set out herein; and the specific terms and conditions
set out in Schedule C.

B.

On 29 October 2014, the Licensee submitted its confirmation to renew the
Licence, which is due to expire on 31 March 2015.

C.

IDA hereby approves the renewal of the Licence, subject to the terms and
conditions set out herein which shall be referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 April 2015 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by IDA in accordance with

Renewed on 1 April 2015

Condition 39 or terminated by the Licensee in accordance with Condition 40
of this Licence.
1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the Services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b) 0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and
(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year based
on the Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

Renewed on 1 April 2015

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to IDA interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by IDA, which interest shall accrue
from day to day and shall be calculated on the basis of the actual number of
days elapsed and a three hundred and sixty-five (365) day year. The
applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence
and shall not be released from such obligations by reason of any late
payment of licence fee.

2.6

The Licensee shall submit to IDA an audited AGTO statement, not later
than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by IDA for breach of Condition 2.6
or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The

Renewed on 1 April 2015

Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.
4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

Renewed on 1 April 2015

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
7

Public Maritime Emergency Services

7.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the

Renewed on 1 April 2015

Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
9.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Renewed on 1 April 2015

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed fifty (50) metres above mean sea level
(“AMSL”). Where necessary however, IDA may grant conditional approval
for the Licensee to exceed the prescribed height level provided that the
Licensee shall take all necessary steps, at its own cost, to ensure that its
network will not cause interference to or receive interference from other
authorised networks.

Renewed on 1 April 2015

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of the Services. The
Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

15.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable
for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Renewed on 1 April 2015

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

16.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under its control such equipment or system.

Renewed on 1 April 2015

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line Identity
shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Renewed on 1 April 2015

19

Changes to Systems

19.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

19.2

Where IDA considers that a change in the Systems referred to in Condition
19.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

20.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest
or otherwise, IDA shall inform the licensees accordingly so that licensees can
make the necessary arrangements before submitting their infrastructure
sharing plans to IDA for approval. The Licensee shall share infrastructure
whenever and wherever mandated by IDA in accordance with the framework
for facilities sharing and deployment, including Codes of Practice.

Renewed on 1 April 2015

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

21.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

21.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and
price schemes with IDA before commercial launch or announcement of such
Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as IDA may
require the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Renewed on 1 April 2015

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Renewed on 1 April 2015

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

29.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Renewed on 1 April 2015

30.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

31

Management Arrangements

31.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

32

Direction by IDA

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

32.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 1 April 2015

disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive of IDA. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by IDA whose decision shall be binding on all parties
concerned.

33.2

IDA reserves the right to levy a fee for work undertaken in this respect.

34

Provision of Information to IDA

34.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange at
its own expense, for a separate and independent audit of its activities. The
Licensee shall, at IDA’s request, submit the audited accounts and reports
prepared under this Condition 34.2 to IDA for inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 34.1, as well as the
fact that IDA has requested for such document and/or information.

34.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 34.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 34.1
and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the

Renewed on 1 April 2015

Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final decision
on whether to disclose the information.
35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

35.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one (1) month before such
change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

IDA shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 36.1 applies for its
compliance.

Renewed on 1 April 2015

PART VII: SUSPENSION, VARIATION AND TERMINATION
37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

39

Suspension/Cancellation

39.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

40.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or
IDA under the Licence or any written law as at the date of termination except
that the Licensee shall not have the right to seek a refund of the licence fee or
any other fee paid in advance.

Renewed on 1 April 2015

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 April 2015

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Renewed on 1 April 2015

Director-General (Telecoms & Post)
Info-communications Development Authority of Singapore

Renewed on 1 April 2015

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has
in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act until such regulations are revoked or repealed
by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, Codes of Practice or framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

Renewed on 1 April 2015

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY FLAG TELECOM SINGAPORE PTE LIMITED
[Licensee specific details have been removed]

Renewed on 1 April 2015

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY FLAG TELECOM SINGAPORE PTE LIMITED
[Licensee specific details have been removed]

Renewed on 1 April 2015

SCHEDULE C

(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be
subject to the availability of such codes and consideration for other usage.
The Licensee shall ensure that the access code allocated is used efficiently
and effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of
Services (“QoS”) standards for the international voice and/or data services
provided:
(a)

At least 95% of calls should not have a post dialling delay of more
than 25 seconds; and

(b)

At least 90% of calls made are able to seize a circuit.

Renewed on 1 April 2015

3.2

IDA reserves the right to modify the above-mentioned standards from time
to time, and the Licensee shall comply with such modified standards
accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the international call services and that the right
parties are being billed. For the avoidance of doubt, this Condition 4.1
does not apply to prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards
established by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed
by the Media Development Authority (“MDA”) for the content that is
transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and
any other information that IDA may require the Licensee to publish.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licence shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the
relevant police service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number) and any other
national emergency services which the Minister may from time to time
designate, for the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall at its own expense, comply with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

Renewed on 1 April 2015

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses
to provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number,
passport number, work permit number or business registration
number (or, where the customer is not located in Singapore, the
applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this
Schedule, the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or
Employment Pass as applicable and make and keep a photocopy of
such evidence of identity; or

(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

Renewed on 1 April 2015

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

6.3

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer
of its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

Renewed on 1 April 2015

6.4

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the
retailer ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems
used by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the
registers, the date and time of each incidence of access by such person, and
any other information which IDA may require the Licensee to include from
time to time.

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to IDA and/or authorised Singapore government agencies for
audit checks where required by IDA and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of IDA.

7.5

IDA reserves the right to require the Licensee to comply with any other
security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

Renewed on 1 April 2015

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the Services provided through post-paid SIM cards
and that the right parties are being billed.

8.2

The Licensee shall maintain a register containing records of every
subscriber which shall be made available for inspection by authorised
Singapore government agencies. The register shall contain the following
particulars of the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business
registration number;
(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

8.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

8.4

Before recording the particulars referred to in Condition 8.2 of this
Schedule, the Licensee shall require the production of the subscriber’s
identity card issued under the National Registration Act (Cap. 201), the
Singapore Armed Forces Act (Cap. 295), the Police Force Act (Cap 235),
the Civil Defence Act (Cap. 42), passport or Employment Pass as
applicable and make and keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network (“VAN”)
traffic over dedicated leased circuits or switched/permanent virtual circuits
such as frame relay circuits. The Licensee may also choose to transmit its
VAN traffic through virtual private network links over the Internet.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a) There shall be no delay in starting the announcement or programme
when a call is connected;
(b) Each of the live Audiotex services shall be assigned a different
telephone number;
(c) There shall be no interruptions during the announcement or
programme; and
(d) Such other standards as may be specified by IDA.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the live
Audiotex services and shall subscribe for additional lines from FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 April 2015

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a) the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
(b) the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police
emergency service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number) and any other
national emergency services which the Minister may from time to time
designate, for the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of
this Schedule.

1.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

2

Number Portability

2.1

The Licensee shall at its own expense, comply with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

Renewed on 1 April 2015

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase, shall be used
instead);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate

Renewed on 1 April 2015

documents that are recognised by the authorised establishments in the
country of purchase.
4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not
less than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

5.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

Renewed on 1 April 2015

5.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the
retailer ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
the Services; and

(b)

to provide directory enquiry services for subscribers of other
licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge
(except with the approval of IDA) and at annual intervals or any other
intervals to be agreed with IDA; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and
providing integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.
7.2

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

Renewed on 1 April 2015

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.9 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators
of Fixed Network Telecommunication Services, for the purpose of
notifying them of any emergency.

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by IDA from time to
time for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

Renewed on 1 April 2015

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
IDA from time to time for Fixed Network Telecommunication Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
its Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories for all subscribers of its Level “6”
Services at no charge (except with the approval of IDA) and at annual
intervals or any other intervals to be agreed with IDA; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

Renewed on 1 April 2015

"
25,62bc6cd937bee06e0b6118dffd102c4735de5961,Global Transit Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/GTS.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
GLOBAL TRANSIT SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 20 FEBRUARY 2014

ISSUED ON 20 FEBRUARY 2014

Issued on 20 February 2014

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 20 February 2014

PART IV:
17.
18.
19.
20.
21.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

Issued on 20 February 2014

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension / Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C
SCHEDULE D

-

Issued on 20 February 2014

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS
PERFORMANCE BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
GLOBAL TRANSIT SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 20 FEBRUARY 2014

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to
as “IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Chapter 323) (hereinafter referred to as “the Act"") hereby
grants to Global Transit Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems""); to operate and provide the telecommunication services specified in Schedule
B (hereinafter referred to as ""the Services"") subject to the terms and conditions set out
herein; and the specific terms and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years, unless suspended or cancelled by IDA in accordance with
Condition 40 or terminated by the Licensee in accordance with Condition 41
of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

Issued on 20 February 2014

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to day
and shall be calculated on the basis of the actual number of days elapsed and
a 365 day year. The applicable rate of interest shall be the average of the
prevailing prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of

Issued on 20 February 2014

doubt, the Licensee shall continue to be subject to its obligations under the
Licence and shall not be released from such obligations by reason of any late
payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

Issued on 20 February 2014

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence,
provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of IDA. IDA will specify in detail the terms and conditions of the
performance bond for the Licensee based on the Licensee’s application
commitments and any additional terms and conditions deemed necessary by
IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

Issued on 20 February 2014

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the
Licensee to obtain IDA’s prior written approval on any charges it intends to

Issued on 20 February 2014

levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Issued on 20 February 2014

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed 50 metres above mean sea level (AMSL).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not cause interference to or receive interference from other authorised
networks.

Issued on 20 February 2014

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of the Services. The
Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for
any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Issued on 20 February 2014

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

Issued on 20 February 2014

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, `Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7

Issued on 20 February 2014

signalling, then the Licensee shall route such international incoming
calls on specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to IDA for approval. The
Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the framework for facilities sharing and deployment,
including Codes of Practice.

Issued on 20 February 2014

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as IDA may
require the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Issued on 20 February 2014

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Issued on 20 February 2014

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Issued on 20 February 2014

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person

Issued on 20 February 2014

not authorised to receive the same without the prior written consent of the
Chief Executive Officer of IDA. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 35.2 to IDA for inspection and
verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as
the fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonably be expected to

Issued on 20 February 2014

adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement
or Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

Issued on 20 February 2014

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act.
IDA may also forfeit any monies payable under the performance bond as
stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

Issued on 20 February 2014

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 20 February 2014

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated 20 FEBRUARY 2014

LOKe,
& Post)
Info-communications Development Authority of Singapore

Issued on 20 February 2014

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

Issued on 20 February 2014

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY GLOBAL TRANSIT SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 20 February 2014

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY GLOBAL TRANSIT SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 20 February 2014

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

2

Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the ISR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licensee shall ensure that the access codes are used efficiently
and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (QoS)
standards below for the international voice and/or data services provided:
(a)
(b)

3.2

At least 95% of calls should not have a post dialling delay of more
than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

IDA reserves the right to modify the above standards from time to time,
and inform the licensee accordingly for compliance.

Issued on 20 February 2014

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to
ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).

5

Call Barring Facilities

5.1

The Licensee shall provide some form of international call barring
facilities to any consumer who wish to bar the Licensee’s international call
services, regardless of whether the consumer is a subscriber of any service
provided by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 20 February 2014

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic Mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.

2

Content

2.1

The Licensee shall comply with such terms and conditions as may be
imposed by the Media Development Authority (MDA) for the content that is
transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)
(b)
(c)
(d)

There shall be no delay in starting the announcement or programme
when a call is connected;
Each of the live Audiotex services shall be assigned a different
telephone number;
There shall be no interruption during the announcement or
programme; and
Such other standards as may be specified by IDA from time to time.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

Issued on 20 February 2014

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a)
(b)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 20 February 2014

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers 1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 20 February 2014

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase, shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

3.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

3.3

Before recording the particulars referred to in Condition 3.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identify card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate

Issued on 20 February 2014

documents that are recognised by the authorised establishments in the
country of purchase.
3.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date of termination of
the Services to the subscriber.

3.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

3.6

All CDRs shall be kept by the Licensee in Singapore for a period of not
less than 12 calendar months.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

4.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 3.1, 3.2 and 3.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within 2 days of the activation of the subscriber’s account.

Issued on 20 February 2014

4.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date on which the
retailer ceases to sell the Services of the Licensee.

5

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers issued by IDA

5.1

Where the Licensee provides any of the Services utilizing a level “6”
telephone number, he shall comply with Conditions 5.2 to 5.5 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of Condition 5, “Fixed Network Telecommunication Services”
means fixed line basic telephony services associated with number level “6”.

5.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

5.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
such services of any emergency.

Issued on 20 February 2014

5.4

The Licensee shall ensure that its Level “6” Services comply with the
quality of service standards as may be established by IDA from time to
time for Fixed Network Telecommunication Services.

5.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.”

6

Technical Requirements for the provision of access to Emergency
Services

6.1

The Licensee is also required to comply with the following technical
requirements for all calls made to public emergency services if it provides
its subscribers access to public emergency services:
(a)

The Licensee shall pass Calling Line Identity (“CLI”) for all calls;

(b)

Licensees shall not manipulate the CLI of the original calling party
and the original calling party CLI shall be passed on in the
conveyance of a call accordingly;

(c)

Licensees shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(d)

The A-bit of the Forward Call Indicator (“FCI”) of the Initial Access
Message (“IAM”) on the ITU-T Signalling System Number 7 ISDN
User Part (“ISUP”) signalling should be set to the value “1” to
identify an international incoming call for systems inter-working.
Where the Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall route
such international incoming calls on specified circuits/trunks.

Issued on 20 February 2014

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 20 February 2014

"
26,ae279c8d0b7c07ef7c2cebdfc7954e026bb7a774,GlobeCast Asia Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/GlobeCast.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(SATELLITE UPLINK AND DOWNLINK)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY TO
GLOBECAST ASIA PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 4 MARCH 2013
RENEWED ON 4 MARCH 2023

TABLE OF CONTENTS

PART I:
1
2
3
4

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:
5
6
7
8
9

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information

PART V:
17
18
19
20

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART IV:
15
16

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Earth Stations
Antenna Site Clearance Requirements
Use of Radio Frequencies
Use of Alternative Satellites

PART III:
10
11
12
13
14

INTRODUCTION

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

Renewed on 4 March 2023

21
22
23
24
25
26
27

Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Co-operation with Civil/Public Bodies
Participation in Emergency Activities
International Obligations

PART VI:
28
29
30
31
32
33
34
35
36
37

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A - LIST OF SATELLITES TO
GLOBECAST ASIA PTE LTD

Renewed on 4 March 2023

BE

ACCESSED

BY

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(SATELLITE UPLINK AND DOWNLINK)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT
AUTHORITY TO
GLOBECAST ASIA PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 4 MARCH 2023

PART I: THE LICENCE
A.

The Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it
under Section 5 of the Telecommunications Act 1999 (hereinafter referred
to as “the Act”), hereby grants to GlobeCast Asia Pte Ltd (hereinafter
referred to as “the Licensee”) a licence (hereinafter referred to as “the
Licence”) to establish and install and maintain a satellite uplink and
downlink facility (hereinafter referred to as “the Systems”) as defined in
Schedule A for the carriage of signals for broadcasting only (hereinafter
referred to as “the Services”) subject to the terms and conditions set out
herein.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications
Media Development Authority (hereinafter referred to as the “Authority”)
by the enactment of the Info-communications Media Development
Authority Act 2016 (the “IMDA Act”). Section 91(1) of the IMDA Act
preserves the validity of the Licence and deems the Licence as having been
granted by the Authority under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of
its powers under Section 79 of the Act, modified the terms and conditions
of the Licence, which took effect on 21 January 2019.

D.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall collectively be referred to and taken by all
parties concerned as the Licence.

Renewed on 4 March 2023

1

Period of Licence

1.1

The Licence is renewed on 4 March 2023 and shall be valid for a period of
five (5) years from the date hereof (hereinafter referred to as the “Licence
Period”), unless suspended or cancelled by the Authority in accordance with
Condition 30 or terminated by the Licensee in accordance with Condition 31
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee of $5,000 within two
(2) weeks of the grant of the Licence. For subsequent years, the annual
licence fee of $5,000 shall be paid by the Licensee to the Authority by no
later than the anniversary date of the grant of the Licence.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence
and shall not be released from such obligations by reason of any late
payment of licence fee.

Renewed on 4 March 2023

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior written approval of the Authority.

3.2

Any such approval given shall be subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A, comprising satellite earth stations and any telecommunication
equipment as authorised in writing by the Authority, for the provision of
Services. The Licensee shall not operate any system not described in
Schedule A except with the prior approval of the Authority.

4.2

The Licensee is authorised to receive signals from a satellite to the earth
station in Singapore (downlink) and/or to transmit signals from the earth
station in Singapore to the same satellite or a different satellite (uplink) for
broadcasting purposes only.

4.3

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

Renewed on 4 March 2023

PART II: TECHNICAL OBLIGATIONS
5

Use of Telecommunication Equipment in the Systems

5.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority's approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

5.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

6

Operation of Earth Stations

6.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communications) Regulations for the
operation of earth stations and any other radio-communication stations
comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees
for the allocation and management of frequencies by the Authority.

6.2

The Licensee shall install earth stations of a type already coordinated or in
the process of being coordinated by the operator of the specified satellite in
the inter-system coordination with other satellite networks and shall ensure
that its working with the satellite is in accordance with the relevant
provisions of the ITU Radio Regulations and any other international treaty
to which Singapore is a party.

6.3

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of the earth
station and any other radio-communication station comprised in the Systems
shall be submitted in writing for the Authority’s prior approval.

Renewed on 4 March 2023

6.4

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of the earth station and any other radio-communication
station comprised in the Systems.

7

Antenna Site Clearance Requirements

7.1

The Licensee shall be solely responsible for obtaining approval from the
relevant authorities for the siting of the earth station and the position of the
antenna.

8

Use of Radio Frequencies

8.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

8.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

9

Use of Alternative Satellites

9.1

The Licensee shall inform the Authority in writing, from time to time, of any
change in the name, orbital position and other technical characteristics of the
satellite(s) used in the operation of the Systems and the provision of the
Services.

9.2

Where the Licensee wishes to use an alternative satellite which was not
specified by the Licensee in the licence application, the Licensee shall seek
the Authority’s approval in writing at least one (1) month in advance and shall
specify the circumstances necessitating the use of the alternative satellite.

Renewed on 4 March 2023

PART III: ACCESS AND INTERCONNECTION OBLIGATIONS
10

Requirements to Provide Access

10.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

10.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

10.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notification which the Authority may issue from time
to time.

11

Connection to Other Systems

11.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

11.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may from time to time impose.

Notwithstanding Condition 11.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under its control such equipment or system.

Renewed on 4 March 2023

11.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority, whose decision shall be final.

12

Arrangements for Connection to System

12.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the System other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the System.

12.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

12.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7
signalling, then the Licensee shall route such international incoming
calls on specified circuits.

Renewed on 4 March 2023

13

Changes to System

13.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the System which would require changes to any equipment or
systems connected to the System or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

13.2

Where the Authority considers that a change in the System referred to in
Condition 13.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the System, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

14

Infrastructure Sharing and Deployment

14.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

14.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 4 March 2023

PART IV:

SERVICE OBLIGATIONS

15

Price Control/Tariffing Arrangements/Quality of Service Standards

15.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Systems provided by the Licensee with
which the Licensee shall comply.

15.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

15.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such Services.

16

Publication of Charges, Terms and Conditions and Other Information

16.1

The Licensee shall publish information about the Systems it provides,
covering inter alia, descriptions and pricing of the services available, the terms
and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as the
Authority may require the Licensee to publish in relation to the Services.

Renewed on 4 March 2023

PART V:

OTHER OBLIGATIONS

17

Codes of Practice and Advisory Guidelines

17.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

18

Restriction on Undue Preference and Undue Discrimination

18.1

The Licensee shall not show undue preference towards or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

19

Restriction Against Anti-Competitive Arrangements

19.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

20

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

20.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this Licence
to share in the benefits of, or otherwise gain any rights or privileges under this
Licence, or which would otherwise result in a breach or circumvention of
Condition 3.1, the Licensee shall seek the Authority’s written approval for the
joint venture, association, contract or arrangement in question.

Renewed on 4 March 2023

20.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

20.3

If the Licensee fails to effect the necessary changes referred to in Condition
20.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

20.4

Nothing in Condition 20.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.

21

Board Directorship and Management Appointments

21.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

22

Direction by the Authority

22.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

22.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 22.1.

22.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 4 March 2023

disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
23

Dispute Resolution

23.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

23.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

24

Provision of Information to the Authority

24.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

24.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 24.2 to the Authority for
inspection and verification.

24.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 24.1, as
well as the fact that the Authority has requested for such document and/or
information.

24.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 24.1 as the Authority deems

Renewed on 4 March 2023

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 24.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.
25

Co-operation with Civil/Public Bodies

25.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

26

Participation in Emergency Activities

26.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

26.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 26.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

26.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

Renewed on 4 March 2023

27

International Obligations

27.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

27.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 27.1 applies
for its compliance.

Renewed on 4 March 2023

PART VI:

SUSPENSION, VARIATION AND TERMINATION

28

Penalty Framework for Breach of Licence Conditions

28.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 10 of
the Act.

29

Variation of Terms of Licence

29.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

30

Suspension/Cancellation

30.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

31

Termination of Licence or Cessation of Systems or Services

31.1

In the event that the Licensee desires to terminate its Licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

31.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 31.1.

32

Rights upon Termination, Suspension or Cancellation

32.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

Renewed on 4 March 2023

33

Exceptions and Limitations on Obligations

33.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
34

Compliance with the Law

34.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communications)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

34.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

35

Governing Law

35.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 4 March 2023

36

Service of Notices

36.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

37

Severability

37.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 4 March 2013
Renewed on 4 March 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 4 March 2023

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provision of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has
in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act, until such regulations are revoked or repealed
by subsidiary legislation made under this Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may
be amended from time to time.

Renewed on 4 March 2023

SCHEDULE A

LIST OF SATELLITES TO BE ACCESSED BY
GLOBECAST ASIA PTE LTD

[Licensee specific details have been removed]

Renewed on 4 March 2023

"
27,d41fcce065cfdc8d0cde9ac5d7b6c0d1134a3f8d,GlobeTel Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/GlobeTel.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
GLOBETEL SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 7 JANUARY 2015

ISSUED ON 7 JANUARY 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 7 January 2015

PART IV:
17.
18.
19.
20.
21.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

Issued on 7 January 2015

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C
SCHEDULE D

-

Issued on 7 January 2015

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS
PERFORMANCE BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
GLOBETEL SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 7 JANUARY 2015

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to
as “IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Chapter 323) (hereinafter referred to as “the Act"") hereby
grants to GlobeTel Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems""); to operate and provide the telecommunication services specified in Schedule
B (hereinafter referred to as ""the Services"") subject to the terms and conditions set out
herein; and the specific terms and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years, unless suspended or cancelled by IDA in accordance with
Condition 40 or terminated by the Licensee in accordance with Condition 41
of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

1
Issued on 7 January 2015

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to day
and shall be calculated on the basis of the actual number of days elapsed and
a 365 day year. The applicable rate of interest shall be the average of the
prevailing prime lending rates of the banks and finance companies quoted and
2

Issued on 7 January 2015

published by the Monetary Authority of Singapore. For the avoidance of
doubt, the Licensee shall continue to be subject to its obligations under the
Licence and shall not be released from such obligations by reason of any late
payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

3
Issued on 7 January 2015

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence,
provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of IDA. IDA will specify in detail the terms and conditions of the
performance bond for the Licensee based on the Licensee’s application
commitments and any additional terms and conditions deemed necessary by
IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

4
Issued on 7 January 2015

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the
5

Issued on 7 January 2015

Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

6
Issued on 7 January 2015

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed 50 metres above mean sea level (AMSL).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not cause interference to or receive interference from other authorised
networks.

7
Issued on 7 January 2015

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of the Services. The
Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for
any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

8
Issued on 7 January 2015

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

9
Issued on 7 January 2015

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, `Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
10

Issued on 7 January 2015

which does not support ITU-T Signalling System Number 7
signalling, then the Licensee shall route such international incoming
calls on specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to IDA for approval. The
Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the framework for facilities sharing and deployment,
including Codes of Practice.

11
Issued on 7 January 2015

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as IDA may
require the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

12
Issued on 7 January 2015

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

13
Issued on 7 January 2015

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

14
Issued on 7 January 2015

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
15

Issued on 7 January 2015

disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of IDA. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 35.2 to IDA for inspection and
verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as
the fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and IDA considers that the disclosure would result in the release of
16

Issued on 7 January 2015

information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement
or Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

17
Issued on 7 January 2015

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act.
IDA may also forfeit any monies payable under the performance bond as
stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

18
Issued on 7 January 2015

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

19
Issued on 7 January 2015

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated 7 January 2015

ye
-

Director-General (Telecoms & Post)

Info-communications Development Authority of Singapore

20
Issued on 7 January 2015

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

21
Issued on 7 January 2015

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY GLOBETEL SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 7 January 2015

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY GLOBETEL SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 7 January 2015

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

2

Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the ISR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licensee shall ensure that the access codes are used efficiently
and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (QoS)
standards below for the international voice and/or data services provided:
(a)
(b)

At least 95% of calls should not have a post dialling delay of more
than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

Issued on 7 January 2015

3.2

IDA reserves the right to modify the above standards from time to time,
and inform the licensee accordingly for compliance.

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to
ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).

5

Call Barring Facilities

5.1

The Licensee shall provide some form of international call barring
facilities to any consumer who wish to bar the Licensee’s international call
services, regardless of whether the consumer is a subscriber of any service
provided by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 7 January 2015

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic Mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.

2

Content

2.1

The Licensee shall comply with such terms and conditions as may be
imposed by the Media Development Authority (MDA) for the content that is
transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)
(b)
(c)
(d)

There shall be no delay in starting the announcement or programme
when a call is connected;
Each of the live Audiotex services shall be assigned a different
telephone number;
There shall be no interruption during the announcement or
programme; and
Such other standards as may be specified by IDA from time to time.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

Issued on 7 January 2015

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a)
(b)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 7 January 2015

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers 1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 7 January 2015

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase, shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

3.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

3.3

Before recording the particulars referred to in Condition 3.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identify card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 7 January 2015

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

3.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date of termination of
the Services to the subscriber.

3.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

3.6

All CDRs shall be kept by the Licensee in Singapore for a period of not
less than 12 calendar months.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Issued on 7 January 2015

4.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 3.1, 3.2 and 3.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within 2 days of the activation of the subscriber’s account.

4.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date on which the
retailer ceases to sell the Services of the Licensee.

5

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers issued by IDA

5.1

Where the Licensee provides any of the Services utilizing a level “6”
telephone number, he shall comply with Conditions 5.2 to 5.5 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of Condition 5, “Fixed Network Telecommunication Services”
means fixed line basic telephony services associated with number level “6”.

5.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

5.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed

Issued on 7 January 2015

Network Telecommunication Services, for the purpose of notifying
such services of any emergency.
5.4

The Licensee shall ensure that its Level “6” Services comply with the
quality of service standards as may be established by IDA from time to
time for Fixed Network Telecommunication Services.

5.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.”

6

Technical Requirements for the provision of access to Emergency
Services

6.1

The Licensee is also required to comply with the following technical
requirements for all calls made to public emergency services if it provides
its subscribers access to public emergency services:
(a)

The Licensee shall pass Calling Line Identity (“CLI”) for all calls;

(b)

Licensees shall not manipulate the CLI of the original calling party
and the original calling party CLI shall be passed on in the
conveyance of a call accordingly;

(c)

Licensees shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(d)

The A-bit of the Forward Call Indicator (“FCI”) of the Initial Access
Message (“IAM”) on the ITU-T Signalling System Number 7 ISDN
User Part (“ISUP”) signalling should be set to the value “1” to
identify an international incoming call for systems inter-working.
Where the Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall route
such international incoming calls on specified circuits/trunks.

Issued on 7 January 2015

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 7 January 2015

"
28,79617ae157602768f463aeb75e5e2fcd94c69355,Google Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/GoogleSingapore.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO GOOGLE SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 31 JULY 2013

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Modified on 21 January 2019

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Modified on 21 January 2019

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY GOOGLE
SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY GOOGLE
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO GOOGLE SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Google Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. On 22 November 2018 and 21 January 2019, the Authority, in
exercise of its powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all terms and
conditions herein and in the Schedules annexed hereto, shall be collectively referred to
and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Modified on 21 January 2019

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

Modified on 21 January 2019

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 31 July 2013

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY GOOGLE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 9 May 2019

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY GOOGLE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 9 May 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Modified on 21 January 2019

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Modified on 21 January 2019

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Modified on 21 January 2019

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Modified on 21 January 2019

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 31 July 2013

"
29,463fc382afd45534b03f557348bc8424bd345703,,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/DNAComms.pdf,1332,
30,189725fe5f0693cd2241acd82c05562c51279e2e,HBC Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/HBC.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
HBC SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 15 SEPTEMBER 2016

ISSUED ON 15 SEPTEMBER 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 15 September 2016

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 15 September 2016

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY DELTEL
TECHNOLOGIES (SINGAPORE) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY
DELTEL
TECHNOLOGIES (SINGAPORE) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 15 September 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
HBC SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 15 SEPTEMBER 2016

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to as
“IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to HBC Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence (hereinafter
referred to as “the Licence”) to establish, install and maintain the telecommunication
systems specified in Schedule A (hereinafter referred to as “the Systems”); to operate and
provide the telecommunication services specified in Schedule B (hereinafter referred to as
“the Services”) subject to the terms and conditions set out herein; and the specific terms
and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by IDA in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under Section
5 of the Act.

Issued on 15 September 2016

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the Services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning
on (and including) its due date and ending on (and excluding) the date of its
receipt in full by IDA, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the
average of the prevailing prime lending rates of the banks and finance

Issued on 15 September 2016

companies quoted and published by the Monetary Authority of Singapore. For
the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such obligations
by reason of any late payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide IDA such
technical and/or non-technical information as may be required by IDA within
such period as may be specified by IDA.

Issued on 15 September 2016

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty eight (28) days following the award of the
Licence, provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in favour
of IDA. IDA will specify in detail the terms and conditions of the performance
bond for the Licensee based on the Licensee’s application commitments and
any additional terms and conditions deemed necessary by IDA.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 15 September 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the Licensee

Issued on 15 September 2016

to obtain IDA’s prior written approval on any charges it intends to levy for
the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at annual
intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by IDA, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 15 September 2016

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee shall
take all necessary steps, at its own cost, to ensure that its network will not cause
interference to or receive interference from other authorised networks.

Issued on 15 September 2016

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with
the necessary frequencies to enable the effective and efficient operation of the
Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
framework and guidelines on the usage, allocation and assignment of numbers.
The Licensee shall, in its submission to IDA, justify the use of numbers and
shall, subject to payment of the required fees for Golden Numbers, be provided
with the necessary numbers to enable the effective and efficient operation of
the Systems and provision of the Services. The Licensee shall take all
necessary steps to ensure that the numbers allocated are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Issued on 15 September 2016

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA may
impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person who
has under his control such equipment or system.

Issued on 15 September 2016

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by IDA,
whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by IDA. In particular, the Licensee shall not, except where IDA
is satisfied that it is reasonable, exercise any Intellectual Property Rights which
it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Issued on 15 September 2016

20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure with
other licensees in designated areas in the national and/or public interest or
otherwise, IDA shall inform the licensees accordingly so that licensees can
make the necessary arrangements before submitting their infrastructure sharing
plans to IDA for approval. The Licensee shall share infrastructure whenever
and wherever mandated by IDA in accordance with the framework for facilities
sharing and deployment, including Codes of Practice.

Issued on 15 September 2016

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and
price schemes with IDA before commercial launch or announcement of such
Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as IDA may require the
Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Issued on 15 September 2016

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by the
Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be placed
at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Issued on 15 September 2016

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek IDA’s approval for the joint venture, association,
contract or arrangement in question.

Issued on 15 September 2016

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract
or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
IDA for any act, omission, default, neglect or otherwise of the agents and
independent contractors or sub-contractors in carrying out any such works or
providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide IDA
with the details of any such change and any further information requested by
IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by IDA. The Licensee shall not during the currency and
after the expiry, termination or cancellation of the Licence disclose or permit

Issued on 15 September 2016

the disclosure of any of the said directions to any person not authorised to
receive the same without the prior written consent of the Chief Executive of
IDA. The Licensee shall further take all reasonable precautions in dealing with
the said directions so as to prevent any unauthorised person from having access
to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by IDA whose decision shall be binding on all parties
concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within its
knowledge, custody or control, which IDA may, by notice or direction require.
The Licensee undertakes to IDA that any such document and information
provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities. The
Licensee shall, at IDA’s request, submit the audited accounts and reports
prepared under this Condition 35.2 to IDA for inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as the
fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the

Issued on 15 September 2016

Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or plant
and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one (1) month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 37.1 applies for its
compliance.

Issued on 15 September 2016

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act. IDA
may also forfeit any monies payable under the performance bond as stated in
Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one (1) month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination, except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

Issued on 15 September 2016

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 15 September 2016

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Dated 15 September 2016

ye
”

Director-General (Telecoms & Post)
Info-communications Development Authority of Singapore

Issued on 15 September 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, Codes of Practice or framework or other rules
or documents promulgated by IDA shall be read as reference to such as may
be amended from time to time.

Issued on 15 September 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY HBC SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 15 September 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY HBC SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 15 September 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

(b)

At least 90% of calls made are able to seize a circuit.

Issued on 15 September 2016

3.2

IDA reserves the right to modify the above-mentioned standards from time
to time, and the Licensee shall comply with such modified standards
accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided, such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
IDA, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Media Development Authority (“MDA”) for the content that is transmitted
through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other
information that IDA may require the Licensee to publish.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network of any Facilities-Based Operator or
preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network and/or systems of Facilities-Based
Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

Issued on 15 September 2016

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 15 September 2016

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 15 September 2016

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which IDA may require the Licensee to include from time to
time.

Issued on 15 September 2016

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to IDA and/or authorised Singapore government agencies for audit
checks where required by IDA and/or authorised Singapore government
agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of IDA.

7.5

IDA reserves the right to require the Licensee to comply with any other
security requirements as necessary on the registers of customers and retailers
of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

Issued on 15 September 2016

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by IDA.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 15 September 2016

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA against
all claims for libel, slander, infringement of Intellectual Property rights or
any other liability whatsoever arising from or in connection with the
information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 15 September 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

1.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

2

Number Portability

2.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards for
the Services provided by the Licensee with which the Licensee shall comply.

Issued on 15 September 2016

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 15 September 2016

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Issued on 15 September 2016

5.2

5.3

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.
IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge (except
with the approval of IDA) and at annual intervals or any other intervals
to be agreed with IDA; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and providing
integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.

Issued on 15 September 2016

7.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision shall be final.

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

Issued on 15 September 2016

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by IDA from time to time
for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
IDA from time to time for Fixed Network Telecommunication Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by IDA;
and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision shall be final.

Issued on 15 September 2016

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 15 September 2016

"
31,6b3be6f64cbecad3d99369c8ed5971748b9beeec,HGC Global Communications Pte Limited,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/hgc-licence-redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO HGC GLOBAL COMMUNICATIONS PTE LIMITED UNDER SECTION 5
OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 23 AUGUST 2021

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Issued on 23 August 2021

21.
22.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 23 August 2021

45.
46.
47.
48.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY HGC GLOBAL
COMMUNICATIONS PTE LIMITED

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY HGC GLOBAL
COMMUNICATIONS PTE LIMITED

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 23 August 2021

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
HGC GLOBAL COMMUNICATIONS PTE LIMITED
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to HGC Global Communications Pte Limited (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 23 August 2021

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 23 August 2021

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 23 August 2021

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 23 August 2021

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 23 August 2021

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 23 August 2021

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 23 August 2021

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 23 August 2021

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 23 August 2021

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 23 August 2021

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 23 August 2021

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 23 August 2021

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 23 August 2021

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 23 August 2021

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 23 August 2021

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 23 August 2021

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 23 August 2021

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 23 August 2021

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 23 August 2021

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 23 August 2021

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 23 August 2021

CONFIDENTIAL

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee s
registered address as lodged with the Accounting and Corporate Regulatory
Authority
electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 23 August 2021

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 23 August 2021

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 23 August 2021

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY HGC GLOBAL COMMUNICATIONS PTE LIMITED
[Licensee specific details have been removed]

Issued on 23 August 2021

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY HGC GLOBAL COMMUNICATIONS PTE LIMITED
[Licensee specific details have been removed]

Issued on 23 August 2021

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 23 August 2021

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 23 August 2021

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Issued on 23 August 2021

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 23 August 2021

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 23 August 2021

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 23 August 2021

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 23 August 2021

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 23 August 2021

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 23 August 2021

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 23 August 2021

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 23 August 2021

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 23 August 2021

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 23 August 2021

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 23 August 2021

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 23 August 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 23 August 2021

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 23 August 2021

SCHEDULE D
PERFORMANCE BOND
[Licensee specific details have been removed]

Issued on 23 August 2021

"
32,acad0fd47cd53a284c36f9bf7fe5691dc35f433e,HKT Global (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/HKT.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
HKT GLOBAL (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE TELECOMMUNICATIONS ACT 1999

ISSUED ON 24 APRIL 2009
RENEWED ON 24 APRIL 2024

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 24 April 2024

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII:
38.
39.
40.
41.
42.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Renewed on 24 April 2024

43.
44.
45.
46.
47.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY HKT
GLOBAL (SINGAPORE) PTE LTD

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY HKT GLOBAL
(SINGAPORE) PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 24 April 2024

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
HKT GLOBAL (SINGAPORE) PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT 1999

PART I:

THE LICENCE

A.

On 24 April 2009, the Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
issued this licence (hereinafter referred to as the “Licence”) to HKT Global
(Singapore) Pte Ltd (hereinafter referred to as “the Licensee”) a licence to establish,
install and maintain the telecommunication systems and to operate and provide the
telecommunication services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the enactment
of the Info-communications Media Development Authority Act 2016 (the “IMDA
Act”). Section 91(1) of the IMDA Act preserves the validity of the Licence and deems
the Licence as having been granted by the Authority under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its powers
under Section 9 of the Act, modified the terms and conditions of the Licence, which
took effect on 21 January 2019.

D.

On 22 November 2023, the Licensee submitted its confirmation to renew the Licence
which is due to expire on 24 April 2024.

E.

The Authority hereby approves the renewal of the Licence, which for the avoidance
of doubt, shall include all terms and conditions herein and the Schedules annexed
hereto, which shall be collectively referred to and taken by all parties concerned as
the Licence.

Renewed on 24 April 2024

1

Period of Licence

1.1

The Licence is renewed on 24 April 2024 and shall be valid for a period of fifteen (15)
years, unless suspended or cancelled by the Authority in accordance with Condition 40 or
terminated by the Licensee in accordance with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and subject
to such terms and conditions as may be specified by the Authority under Section 5 of the
Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the Licensee’s
financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $50 million up to
$100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the services
during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is terminated
or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of [$80,000] shall be
payable by the Licensee within two (2) weeks of the grant of the Licence and shall be
adjusted at the end of the Licensee’s financial year based on the Licensee’s audited AGTO
submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited AGTO,
shall be paid in advance on the first day of the Licensee’s financial year, subject to the
minimum fee of [$80,000] and subject to adjustment when more recent audited AGTO are
available.

2.5

In the event of a default by the Licensee in the payment of any fee when due under the
Licence, the Licensee shall pay to the Authority interest on the amount from time to time
outstanding in respect of the overdue sum for the period beginning on (and including) its

Renewed on 24 April 2024

due date and ending on (and excluding) the date of its receipt in full by the Authority,
which interest shall accrue from day to day and shall be calculated on the basis of the
actual number of days elapsed and a three hundred and sixty-five (365) day year. The
applicable rate of interest shall be the average of the prevailing prime lending rates of the
banks and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such obligations by reason of
any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later than six
(6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within the
timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties imposed by
the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights, duties,
liabilities, obligations and privileges under this Licence to any person or persons except
with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the Authority at
its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A (herein
referred to as the “Systems”), for the provision of the services as described in Schedule B
(herein referred to as the “Services”), subject to the specific terms and conditions set out
in Schedule C. The Licensee shall not operate or provide any system or service not
described in Schedules A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes changes to
any system and/or service, the Licensee shall provide the Authority such technical and/or
non-technical information as may be required by the Authority within such period as may
be specified by the Authority.

Renewed on 24 April 2024

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the Licensee
shall abide with its proposals on network rollout, range of services, quality of service
standards, pricing and service provisioning schemes, and any other commitments as
submitted to the Authority in its licence application.

Renewed on 24 April 2024

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service (namely 999
or its substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying them of any emergency.

7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is possible for any
person to contact at any time and without charge, distress, urgency and safety services for
shipping for the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory board or
official agency, provide the necessary facilities for distress, urgency and safety services in
accordance with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries, departments,
statutory boards or official agencies in all possible ways to support national security, and
public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated customer
database. The Authority reserves the right to require the Licensee to obtain the
Authority’s prior written approval on any charges it intends to levy for the provision of
the directory enquiry services and the Licensee shall comply with such requirement
imposed.

9.2

The Authority reserves the right to require the Licensee to provide directory enquiry
services for subscribers of other licensees.

Renewed on 24 April 2024

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of the Authority) and at annual
intervals or any other intervals to be agreed with the Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be agreed
with other licensees, provide integrated directories for their subscribers. In the event that
agreement cannot be reached, the matter shall be determined by the Authority, whose
decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees free-of-charge
for the purpose of providing integrated directories and providing integrated directory
enquiry services.

Renewed on 24 April 2024

PART III: TECHNICAL OBLIGATIONS
12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section 11 of
the Act, submit for the Authority’s approval all telecommunication infrastructure,
technology and any telecommunication equipment which is part of the Systems or which
is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for which the
approval has not been granted under Section 11 of the Act, whether such other equipment
is in addition to or intended to replace the existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the Telecommunications (Radiocommunication) Regulations for the operation of any radio-communication stations
comprised in the Systems and shall abide by any conditions imposed thereunder, including
the payment of station licence fees and frequency fees for the allocation and management
of frequencies by the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power, polarisation, aerial
characteristics and other technical parameters of any radio-communication station
comprised in the Systems shall be submitted in writing for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the antenna of
any radio-communication station comprised in the Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with the
necessary frequencies to enable the effective and efficient operation of the Systems and
the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is safe and
does not cause interference to other existing radio-communication networks operating in
the same band or in other bands. The Licensee shall also take appropriate measures to
ensure that its Systems are adequately protected from interference that may be caused by
networks operating in the same band or in other bands.

Renewed on 24 April 2024

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of numbers
and shall, subject to payment of the required fees for Golden Numbers, be provided with
the necessary numbers to enable the effective and efficient operation of the Systems and
provision of the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and the Licensee
shall have no proprietary right to any of the number(s) assigned. The Licensee shall take
all necessary steps to ensure that the number(s) assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given to the
Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of such
number(s).

Renewed on 24 April 2024

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access charge upon
any person licensed by the Authority to provide telecommunication services in Singapore
through or with the use of the Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access framework,
arrangements and requirements, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate connection
points, which it shall provide for this purpose:

17.2

17.3

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the Authority
may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse to connect
to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by the
Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority, in
respect of which the Authority has issued a notice to that effect to the person who
has under his control such equipment or system.

The terms and conditions for the connection of equipment or systems to the Systems of
the Licensee shall be determined by agreement between the Licensee and the owner or
operator of the equipment or system except in so far as the conditions are prescribed in the
Act or in this Licence. In the event that the parties cannot reach an agreement, the matter
shall be determined by the Authority whose decision shall be final.

Renewed on 24 April 2024

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any arrangements
for the connection of equipment or systems to the Systems other than those set by the
Authority. In particular, the Licensee shall not, except where the Authority is satisfied
that it is reasonable, exercise any Intellectual Property Rights which it owns or is licensed
to use in a manner which prevents or inhibits the connection of approved equipment or
systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its generality,
the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original calling
party and the original calling party Calling Line Identity shall be passed on in the
conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the access
code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the ITU-T
Signalling System Number 7 ISDN User Part signalling should be set to the value
“1” to identify an international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T Signalling System
Number 7 signalling, then the Licensee shall route such international incoming calls
on specified circuits.

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance of the
Systems which would require changes to any equipment or systems connected to the
Systems or which would have the effect of making such connections inoperable. The
period of notice given shall be appropriate to the likely impact on the parties affected and
on connected equipment or systems and shall be decided in consultation with the
Authority.

19.2

Where the Authority considers that a change in the Systems referred to in Condition 19.1
would cause another person licensed to provide telecommunication services in Singapore

Renewed on 24 April 2024

to make major changes in its own systems in order to connect its systems to the Systems,
and notifies the Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.
20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities sharing and
deployment, including all relevant codes of practice, directions and notifications which
the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share infrastructure with
other licensees in designated areas in the national and/or public interest or otherwise, the
Authority shall inform the licensees accordingly so that licensees can make the necessary
arrangements before submitting their infrastructure sharing plans to the Authority for
approval. The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and deployment,
including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including the
provision of information on such systems in the format specified by the authorities.

Renewed on 24 April 2024

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the Licensee shall
comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate financial data
and accounts for the Services and shall submit on request these data and accounts to the
Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and price
schemes with the Authority before commercial launch or announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering inter alia,
descriptions and pricing of the Services available, the terms and conditions thereof, and
the provision of fault repair and any other commercial and technical services and such
other information as the Authority may require the Licensee to publish in relation to the
Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information, especially for exdirectory numbers, and comply with any codes of practice or guidelines issued by the
Authority in relation to the use of subscriber information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber information where
deemed necessary by the Authority or any relevant law enforcement or security agencies
in the exercise of their functions and duties.

Renewed on 24 April 2024

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority as well as
any additional or supplemental guidelines, which the Authority may issue from time to
time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of service subject
to the Authority’s number portability requirements and charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set out in the
Accounting Separation Guidelines established by the Authority, and any additional or
supplemental guidelines issued by the Authority from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue discrimination
against any person or class of persons in, inter alia, the price and performance
characteristics of the Services provided or the terms and conditions under which the
Services are provided. In particular, the Licensee shall not give any undue preference to,
or receive an unfair advantage from, a business carried on by it or an associated or
affiliated company, service or person, if the Authority is of the opinion that the Licensee’s
competitor could be placed at a significant competitive disadvantage or that competition
would be prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation to the
operation of the Systems or provision of the Services by the Licensee or any other
telecommunication system and/or services licensed by the Authority.

Renewed on 24 April 2024

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person running an
Authorised Overseas System on terms or conditions which unfairly preclude or restrict, to
the detriment of the national and/or public interest, the provision of any international
telecommunication services by any person licensed by the Authority to provide those
services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is recognised by
the Government or any competent authority of a foreign country as authorised to provide
telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to permit
a person who is not originally a party to this Licence to share in the benefits of, or
otherwise gain any rights or privileges under this Licence, or which would otherwise result
in a breach or circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it deems necessary
in the terms and conditions of the joint venture, association, contract or arrangement
referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition 31.2, the
Authority may direct the Licensee to terminate any such joint venture, association,
contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to obtain the
approval of the Authority for the appointment of agents or for the employment of
independent contractors or sub-contractors to carry out any works or provide any services
which enable the Licensee to discharge its duties and obligations under this Licence
provided that the Licensee shall be liable to the Authority for any act, omission, default,
neglect or otherwise of the agents and independent contractors or sub-contractors in
carrying out any such works or providing any such services.

Renewed on 24 April 2024

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of Directors or Chief
Executive Officer and shall for this purpose provide the Authority with the details of
any such change and any further information requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any directions,
which the Authority may from time to time issue in exercise of its powers, functions or
duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy of all
directions given by the Authority. The Licensee shall not during the currency and after
the expiry, termination or cancellation of the Licence disclose or permit the disclosure
of any of the said directions to any person not authorised to receive the same without
the prior written consent of the Chief Executive Officer of the Authority. The Licensee
shall further take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees on matters
relating to the requirements of this Licence or the Act, the matter shall be determined by
the Authority whose decision shall be binding on all parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information within its
knowledge, custody or control, which the Authority may, by notice or direction require.
The Licensee undertakes to the Authority that any such document and information
provided to the Authority shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the Licence,
the Authority may from time to time require the Licensee to arrange at its own expense,
for a separate and independent audit of its activities. The Licensee shall, at the Authority’s

Renewed on 24 April 2024

request, submit the audited accounts and reports prepared under this Condition 35.2 to the
Authority for inspection and verification.
35.3

The Licensee shall keep in strict confidence any document and information furnished to
or so required by the Authority pursuant to Condition 35.1, as well as the fact that the
Authority has requested for such document and/or information.

35.4

The Authority may use and disclose any such document or information provided to the
Authority pursuant to Condition 35.1 as the Authority deems fit. Where the Authority
proposes to disclose any document or information obtained pursuant to Condition 35.1
and the Authority considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or which
disclosure would or could reasonably be expected to adversely affect the Licensee’s
lawful business, commercial or financial affairs, the Authority will give the Licensee a
reasonable opportunity to make representations on the proposed disclosure before the
Authority makes a final decision on whether to disclose the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any emergency
activities or preparations thereof in collaboration with other relevant agencies,
organisations and Government ministries and departments, in accordance with the
written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence any
information or document pertaining to Condition 36.1 as well as the fact that the
Authority has requested the Licensee to participate in such emergency activities and
preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the Authority
for approval any changes to any telecommunication system, installation or plant and
any service plans, together with such technical and non-technical information as may
be required by the Authority, at least one (1) month before such change is intended to
be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and obligations
under this Licence in a manner, which is consistent with the Government’s obligations
under any convention, agreement, arrangement or treaty to which Singapore is or shall
become a party.

Renewed on 24 April 2024

37.2

The Authority shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 37.1 applies for its compliance.

Renewed on 24 April 2024

PART VII:SUSPENSION, VARIATION AND TERMINATION
38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the terms of
this Licence by giving the Licensee at least one (1) month’s notice in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in part, or impose
a financial penalty in such amounts the Authority thinks fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its operation of the
Systems or the provision of any of the Services, the Licensee shall seek the Authority’s
approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the migration of its
customers to suitable alternatives so as to minimise any service disruption that may be
caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the Services
until the Authority’s written approval has been obtained under Condition 42.1 and the
Licensee has satisfactorily met the Authority’s requirements, if any, to which the
Authority’s approval is made subject to.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without prejudice to
the rights and remedies which may accrue to the Licensee or the Authority under the
Licence or any written law as at the date of termination, suspension or cancellation except
that the Licensee shall not have the right to seek a refund of the licence fee or any other
fee paid in advance.

Renewed on 24 April 2024

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in this Licence
if and to the extent that the Authority is satisfied that it is prevented from complying with
those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of reasonable
diligence and foresight, the Licensee was unable to prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and shall
resume the performance of its obligations as soon as the factor(s) which prevented the
performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not limited to
the Act, the Telecommunications (Radio-communication) Regulations, the International
Telecommunication Convention and any other treaty or convention to which Singapore is
a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its obligations to
obtain any other right, licence, permit or approval that may be required under any written
law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have been given
if sent by hand or pre-paid post or by facsimile to the Licensee’s registered address as
lodged with the Accounting and Corporate Regulatory Authority or by electronic mail to

Renewed on 24 April 2024

the Licensee’s electronic mail address as stated in its licence application to the Authority,
or such other electronic mail address as notified to the Authority from time to time.
47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable provision
so that if any condition and part thereof is held invalid, unenforceable or illegal for any
reason, the remainder of the Licence shall remain in full force in every respect.

Issued on 24 April 2009
Renewed on 24 April 2024

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 24 April 2024

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only and
are not part of this Licence and shall not in any way affect the interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has in
the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include any
regulations made under the Act until such regulations are revoked or repealed by
subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and legal
persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may be
amended from time to time.

Renewed on 24 April 2024

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY HKT GLOBAL (SINGAPORE) PTE LTD

[Licensee specific details have been removed]

Renewed on 24 April 2024

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE PROVIDED
BY HKT GLOBAL (SINGAPORE) PTE LTD

[Licensee specific details have been removed]

Renewed on 24 April 2024

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the International Simple Resale services (“ISR”) provided
under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain access
to the ISR. The allocation of the access code will be subject to the availability of
such codes and consideration for other usage. The Licensee shall ensure that the
access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration before
any service activation to ensure that subscribers are properly signed up for the
international call services and that the right parties are being billed. For the
avoidance of doubt, this Condition 3.1 does not apply to prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 24 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/ User Name (where
applicable); and

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the ISR to the
subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any consumer
who wishes to bar the Licensee’s international call services, regardless of whether
the consumer is a subscriber of any service provided by the Licensee, to further
prevent any unauthorised or fraudulent activation of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

Renewed on 24 April 2024

5.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using E.164
telephone numbers1 for such services and assigning such numbers to the Licensee’s
subscriber (referred to in this Schedule as an “IP telephony number”). Such services
allow subscribers to make and receive voice, data and/or video calls using the same
telephone number from any domestic or overseas location where broadband
Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the Services it
provides may be used to contact the police emergency service (namely 999 or its
substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to contact
the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition – “Arrangements for Connection to Systems” in the main
body of the Licence, for all calls made to the public emergency services referred to
in Condition 2.1 of this Schedule.
The Authority reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and national
safety.

2.4

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 24 April 2024

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and guidelines
established by the Authority on number portability required to be implemented by
the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)
4.2

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

Renewed on 24 April 2024

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule, the
Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:

5.2

(a)

Name, business address and, as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer for
sale.

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

Renewed on 24 April 2024

5.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period of not
less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising Level
“6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6” telephone
number, it shall comply with Conditions 7.2 to 7.8 in respect of such services
(hereinafter referred to as “Level “6” Services”). For the purposes of these
Conditions, ‘Fixed Network Telecommunication Services’ means fixed line basic
telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be able
to receive and make voice calls from/to subscribers on any public switched
telecommunication network, public mobile network or public digital voice network
in Singapore.

7.3

The Licensee shall ensure that:

Renewed on 24 April 2024

(a)

any person through customer premises equipment that enables the use of its
Level “6” Services; and

(b)

any person through its public payphones that enables the use of its Level “6”
Services,

may at any time and without charge, contact the relevant police emergency service
(namely 999 or its substitute number), the fire and ambulance services (namely 995
or its substitute number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying them of any
emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to domestic
subscribers (within Singapore) with a Singapore registered and billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by the
Authority from time to time for Fixed Network Telecommunication Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer database
upon request to any person to whom the Licensee provides its Level “6”
Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6” Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services in
accordance with such requirements as may be established by the Authority;
and

(b)

exchange all relevant customer data of subscribers of its Level “6” Services
with other licensees free-of-charge for the purpose of providing integrated
directories and providing integrated directory enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In

Renewed on 24 April 2024

the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision shall be final.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme when a
call is connected;

(b)

each of the live Audiotex services shall be assigned a different telephone
number;

(c)

there shall be no interruptions during the announcement or programme; and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does not
significantly exceed the number of call-in lines for the live Audiotex services and
shall subscribe for additional lines from licensed Facilities-Based Operators to
adequately handle calls for the live Audiotex services and to prevent congestion to
other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will generate a
high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves directly
in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live Audiotex
services provided through it are not used for any unlawful purpose.

Renewed on 24 April 2024

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and shall
obtain all necessary approvals from the relevant authorities in Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property rights or
any other liability whatsoever arising from or in connection with the information
transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration to
callers at regular intervals of a maximum of 15 minutes or less. The Licensee may
either charge an information fee on per minute basis or a fixed fee on a per call
basis. If the Licensee decides not to make regular announcements of call duration,
it shall only charge a fixed fee on a per call basis. The fixed fee shall also be
applicable to mixed pre-recorded and live Audiotex services that provide an option
for a caller to talk to a live operator after listening to a pre-recorded information or
programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a grace
period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4 seconds;
or

(b)

the first 12 seconds of a call where the charge announcement lasts 10 seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made and
received through the Service, which are operated and/or provided in Singapore.

Renewed on 24 April 2024

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve (12)
calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network and/or systems of Facilities-Based
Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Managed Data Network Services (“MDNS”) provided
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)
(b)

Name;
Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 24 April 2024

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the MDNS to the
subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public Internet
access facility or system for the provision of public Internet access services in
Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by the
Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by the
Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other information that
the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 24 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule, the
Licensee shall:

5.4

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

Renewed on 24 April 2024

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:
(a)

Name, business address, and as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

7.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 24 April 2024

7.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage of the
local leased fixed-line connection and their compliance with all licensing and
regulatory conditions and requirements of the Authority. The Licensee shall
terminate its agreement with the subscribers if such subscribers are found to
infringe any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 24 April 2024

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional communications
that the Licensee is a local leased fixed-line connectivity reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call traffic
statistics and/or other records maintained by the service node for inspection
whenever requested. The Licensee without a service node in Singapore may
provide Store & Forward Value-Added Network services through a local access
node which is connected to the public switched telecommunication networks
provided by a Facilities-Based Operator licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over dedicated
leased circuits or switched/permanent virtual circuits such as frame relay circuits.
The Licensee may also choose to transmit its VAN traffic through virtual private
network links over the Internet.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network of any Facilities-Based Operator or
preventing safety hazards to the personnel in the connection of telecommunication
equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Virtual Private Network (“VPN”) services operated under
the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 24 April 2024

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the VPN services to
the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Renewed on 24 April 2024

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision of
M2M Services by the Licensee are configured to be used only for the automated
communication between machines and devices (including voice communication
within the scope of a pre-defined service feature and within a closed user group),
and not for other purposes (such as voice communication with an external person)
unless the prior written approval of the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee shall
notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in relation
to the provision of M2M Services (for example, in connection with roaming) and
the Licensee shall also promptly notify the Authority of any subsequent change
thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records of all
SIM cards which are used in connection with the provision of M2M Services by
the Licensee, which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the International Mobile
Subscriber Identity (“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) of the SIM cards. The Licensee shall also
provide the above particulars of the SIM cards to the Authority as and when
requested by the Authority.

2.2

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the M2M Services to
the subscriber.

Renewed on 24 April 2024

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection with
the provision of M2M Services by the Licensee.

Renewed on 24 April 2024

"
33,8478eb02a6063d5c3ab082d2b8d74e91be557e84,Indosat Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Indosat.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO INDOSAT SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 14 APRIL 2006
RENEWED ON 14 APRIL 2021

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 14 April 2021

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 14 April 2021

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY INDOSAT SINGAPORE
PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY INDOSAT SINGAPORE PTE
LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 14 April 2021

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO INDOSAT SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 14 April 2006, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Indosat Singapore Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 16 October 2020, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 13 April 2021.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 14 April 2021

1

Period of Licence

1.1

The Licence is renewed on 14 April 2021 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

Renewed on 14 April 2021

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 14 April 2021

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 14 April 2021

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 14 April 2021

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 14 April 2021

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 14 April 2021

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 14 April 2021

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 14 April 2021

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 14 April 2021

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 14 April 2021

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 14 April 2021

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 14 April 2021

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 14 April 2021

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 14 April 2021

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 14 April 2021

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 14 April 2021

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 14 April 2021

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 14 April 2021

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 14 April 2021

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Renewed on 14 April 2021

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 14 April 2006
Renewed on 14 April 2021

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 14 April 2021

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 14 April 2021

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY INDOSAT SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 14 April 2021

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY INDOSAT SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 14 April 2021

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 14 April 2021

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 14 April 2021

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 14 April 2021

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 14 April 2021

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 14 April 2021

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

Renewed on 14 April 2021

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
Renewed on 14 April 2021

emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

Renewed on 14 April 2021

7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

Renewed on 14 April 2021

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

Renewed on 14 April 2021

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 14 April 2021

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 14 April 2021

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 14 April 2021

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 14 April 2021

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 14 April 2021

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

Renewed on 14 April 2021

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

Renewed on 14 April 2021

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7

Renewed on 14 April 2021

and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.
9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1
and 5.5 for prepaid Service, in respect of any subscriber, the Licensee shall
as soon as practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

Renewed on 14 April 2021

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 14 April 2021

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Renewed on 14 April 2021

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Renewed on 14 April 2021

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 14 April 2021

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 14 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Renewed on 14 April 2021

(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 14 April 2021

"
34,dff3b4894f71b7aecf2ce3fa8b4a9f0ab3fe64ec,IntraWave Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Intrawave.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY
TO INTRAWAVE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 16 NOVEMBER 2001
RENEWED ON 16 NOVEMBER 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Renewed on 16 November 2016

20.

Infrastructure Sharing and Deployment

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Renewed on 16 November 2016

43.
44.
45.
46.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY INTRAWAVE PTE
LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY INTRAWAVE PTE
LTD

Renewed on 16 November 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY
TO INTRAWAVE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)
RENEWED ON 16 NOVEMBER 2016

PART I: THE LICENCE
A.

On 16 November 2001, the Info-communications Development Authority of
Singapore (hereinafter referred to as the “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “ Licence”) to Intrawave Pte Ltd (hereinafter referred to as the
“Licensee”) to establish, install and maintain the telecommunication systems
specified in Schedule A (hereinafter referred to as “the Systems”); to operate
and provide the telecommunication services specified in Schedule B
(hereinafter referred to as “the Services”) subject to the terms and conditions
set out herein; and the specific terms and conditions set out in Schedule C.

B.

On 7 June 2016, the Licensee submitted its confirmation to renew the Licence
which is due to expire on 15 November 2016.

C.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

D.

The Authority hereby approves the renewal of the Licence, subject to the terms
and conditions set out herein which shall be referred to and taken by all parties
concerned as the Licence.

Renewed on 16 November 2016

1

Period of Licence

1.1

The Licence is renewed on 16 November 2016 and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 39 or terminated by the Licensee in accordance
with Condition 40 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

Renewed on 16 November 2016

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 16 November 2016

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 16 November 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Renewed on 16 November 2016

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to direct the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to direct the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 16 November 2016

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, the Authority may grant conditional approval for
the Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will not
cause interference to or receive interference from other authorised networks.

Renewed on 16 November 2016

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of the
Authority and the Licensee shall have no proprietary right to the telephone
number(s) assigned. The Licensee shall take the necessary steps to ensure that
the number(s) allocated is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any telephone
number(s) given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Renewed on 16 November 2016

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Renewed on 16 November 2016

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Renewed on 16 November 2016

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 16 November 2016

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud; or

(b)

where disclosure is deemed necessary by the Authority or the relevant
law enforcement or security agencies to carry out their functions or
duties.

Renewed on 16 November 2016

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 16 November 2016

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Renewed on 16 November 2016

30.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

31

Management Arrangements

31.1

The Licensee shall seek the Authority written approval at least one (1) month
in advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

32

Direction by the Authority

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

32.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 16 November 2016

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

33.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

34

Provision of Information to the Authority

34.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority request, submit the audited
accounts and reports prepared under this Condition 34.2 to the Authority for
inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 34.1, as
well as the fact that the Authority has requested for such document and/or
information.

Renewed on 16 November 2016

34.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 34.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 34.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

35.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Renewed on 16 November 2016

36.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 36.1 applies
for its compliance.

Renewed on 16 November 2016

PART VII: SUSPENSION, VARIATION AND TERMINATION
37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

39

Suspension/Cancellation

39.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

40.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Renewed on 16 November 2016

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 16 November 2016

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Renewed on 16 November 2016

Director-General (Telecoms & Post)
Asst. CE (Connectivity & Competition Development)
Info-communications Media Development Authority

Renewed on 16 November 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 16 November 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY INTRAWAVE PTE LTD

[Licensee specific details have been removed]

Renewed on 16 November 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY INTRAWAVE PTE LTD

[Licensee specific details have been removed]

Renewed on 16 November 2016

"
35,59e63a6f15f22f7369775b546e08685a41daecae,ISMO Pte Ltd f.k.a. IPS Telecommunication Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/IPSTelecom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO IPS TELECOMMUNICATION SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 27 AUGUST 2020

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 27 August 2020

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 27 August 2020

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS
TO
BE
ESTABLISHED
BY
IPS
TELECOMMUNICATION SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES
TO
BE
PROVIDED
BY
IPS
TELECOMMUNICATION SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 27 August 2020

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO IPS TELECOMMUNICATION SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to IPS Telecommunication Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 27 August 2020

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 27 August 2020

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 27 August 2020

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 27 August 2020

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 27 August 2020

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 27 August 2020

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 27 August 2020

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 27 August 2020

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 27 August 2020

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 27 August 2020

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 27 August 2020

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 27 August 2020

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 27 August 2020

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 27 August 2020

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 27 August 2020

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 27 August 2020

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 27 August 2020

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 27 August 2020

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 27 August 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 27 August 2020

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Issued on 27 August 2020

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 27 August 2020

Ong Tong San
Senior Director (Market Access & Competition Development)
For Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 27 August 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 27 August 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY IPS TELECOMMUNICATION SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 27 August 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY IPS TELECOMMUNICATION SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 27 August 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 27 August 2020

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 27 August 2020

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Issued on 27 August 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 27 August 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 27 August 2020

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 27 August 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 27 August 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 27 August 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 27 August 2020

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 27 August 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 27 August 2020

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 27 August 2020

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 27 August 2020

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 27 August 2020

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 27 August 2020

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 27 August 2020

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 27 August 2020

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1
and 5.5 for prepaid Service, in respect of any subscriber, the Licensee shall
as soon as practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 27 August 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 27 August 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 27 August 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 27 August 2020

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 27 August 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 27 August 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 27 August 2020

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 27 August 2020

"
36,fa12afc8ea0e0befbde2768276d752712ac1fb71,KDDI Asia Pacific Pte Ltd f.k.a. KDDI Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/KDDI.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO KDDI ASIA PACIFIC PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 23 AUGUST 2002
RENEWED ON 23 AUGUST 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Amended on 21 July 2022

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Amended on 21 July 2022

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY KDDI ASIA PACIFIC PTE.
LTD.

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY KDDI ASIA PACIFIC PTE. LTD.

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Amended on 21 July 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO KDDI ASIA PACIFIC PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 23 August 2002, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(now Telecommunications Act 1999 and hereinafter referred to as “the Act”)
issued this licence (hereinafter referred to as the “Licence”) to KDDI Singapore
Pte Ltd (now known as KDDI Asia Pacific Pte. Ltd. and hereinafter referred to
as “the Licensee”) a licence to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 7 April 2017, the Licensee submitted its request to renew the Licence which
is due to expire on 22 August 2017.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Amended on 21 July 2022

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 39 or terminated by the Licensee in accordance
with Condition 40 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Amended on 21 July 2022

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Amended on 21 July 2022

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 21 July 2022

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Amended on 21 July 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 21 July 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 21 July 2022

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 21 July 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 21 July 2022

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Amended on 21 July 2022

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Amended on 21 July 2022

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

23.2

Notwithstanding Condition 23.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 21 July 2022

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice and Advisory Guidelines

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 21 July 2022

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

29.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Amended on 21 July 2022

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

30.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

31

Board Directorship and Management Appointments

31.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Amended on 21 July 2022

32

Direction by the Authority

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

32.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

33.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Amended on 21 July 2022

34

Provision of Information to the Authority

34.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 34.2 to the Authority for
inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 34.1, as
well as the fact that the Authority has requested for such document and/or
information.

34.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 34.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 34.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Amended on 21 July 2022

35.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 35.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

35.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 36.1 applies
for its compliance.

Amended on 21 July 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

39

Suspension/Cancellation

39.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

40

Termination of Licence or Cessation of Systems or Services

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

40.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

40.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 40.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Amended on 21 July 2022

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Amended on 21 July 2022

43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Amended on 21 July 2022

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 23 August 2002
Renewed on 23 August 2017

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 21 July 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 21 July 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY KDDI ASIA PACIFIC PTE. LTD.

[Licensee specific details have been removed]

Amended on 21 July 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY KDDI ASIA PACIFIC PTE. LTD.

[Licensee specific details have been removed]

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

Amended on 21 July 2022

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee

Amended on 21 July 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Amended on 21 July 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Amended on 21 July 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Amended on 21 July 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Amended on 21 July 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Amended on 21 July 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Amended on 21 July 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Amended on 21 July 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Amended on 21 July 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Amended on 21 July 2022

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 21 July 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Amended on 21 July 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Amended on 21 July 2022

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Amended on 21 July 2022

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Amended on 21 July 2022

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

Amended on 21 July 2022

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

Amended on 21 July 2022

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7

Amended on 21 July 2022

and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.
9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

Amended on 21 July 2022

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Amended on 21 July 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Amended on 21 July 2022

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Amended on 21 July 2022

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Amended on 21 July 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Amended on 21 July 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Amended on 21 July 2022

(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 21 July 2022

"
37,709c637bd3c42904a8b6749f7844a665497fb77f,Keppel Midgard Holdings Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/KeppelMidgard.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO KEPPEL MIDGARD HOLDINGS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 8 APRIL 2021

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 8 April 2021

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 8 April 2021

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY KEPPEL
MIDGARD HOLDINGS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY KEPPEL MIDGARD
HOLDINGS PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 8 April 2021

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO KEPPEL MIDGARD HOLDINGS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Keppel Midgard Holdings Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 8 April 2021

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 8 April 2021

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 8 April 2021

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 8 April 2021

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 8 April 2021

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 8 April 2021

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 8 April 2021

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 8 April 2021

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 8 April 2021

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 8 April 2021

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 8 April 2021

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 8 April 2021

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 8 April 2021

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 8 April 2021

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 8 April 2021

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 8 April 2021

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 8 April 2021

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 8 April 2021

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 8 April 2021

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 8 April 2021

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 8 April 2021

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Issued on 8 April 2021

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 8 April 2021

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 8 April 2021

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 8 April 2021

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY KEPPEL MIDGARD HOLDINGS PTE LTD

[Licensee specific details have been removed]

Issued on 8 April 2021

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY KEPPEL MIDGARD HOLDINGS PTE LTD

[Licensee specific details have been removed]

Issued on 8 April 2021

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 8 April 2021

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 8 April 2021

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Issued on 8 April 2021

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 8 April 2021

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 8 April 2021

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 8 April 2021

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 8 April 2021

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 8 April 2021

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 8 April 2021

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 8 April 2021

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 8 April 2021

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 8 April 2021

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 8 April 2021

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 8 April 2021

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 8 April 2021

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 8 April 2021

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 8 April 2021

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1
and 5.5 for prepaid Service, in respect of any subscriber, the Licensee shall
as soon as practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 8 April 2021

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 8 April 2021

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 8 April 2021

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 8 April 2021

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 8 April 2021

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 8 April 2021

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 8 April 2021

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 8 April 2021

"
38,b6eed429d80e9bc121d6419cfc1fafa5fb3be4cf,M1 Limited,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/M1.pdf,1629,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO M1 LIMITED UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 APRIL 2000
RENEWED ON 1 APRIL 2017

TABLE OF CONTENTS

PART I:

THE LICENCE

1.

Period of Licence

2.

Payment of Licence Fee

3.

Licence is not Transferable

4.

Description of Systems and Services

5.

Licence Application Proposals

6.

Performance Bond

PART II:

BASIC OBLIGATIONS OF LICENSEE

7.

Service Coverage

8.

Public Emergency Call Services

9.

Public Maritime Emergency Services

10.

Co-operation with Civil/Public Bodies

11.

Provision of Directory Enquiry Services

12.

Provision of Integrated Directories

13.

Integrated Directories and Directory Enquiry Services

PART III:

TECHNICAL OBLIGATIONS

14.

Use of Telecommunication Equipment in the Systems

15.

Operation of Radio-communication Stations

16.

Use of Radio Frequencies

17.

Assignment of Numbers

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

Amended on 14 August 2024

18.

Requirement to Provide Access

19.

Connection to Other Systems

20.

Arrangements for Connection to Systems

21.

Changes to Systems

22.

Infrastructure Sharing and Deployment

23.

Use of and Access to Space and Facilities for Mobile Deployment

24.

Requirement for Underground Telecommunication Systems

PART V:

SERVICE OBLIGATIONS

25.

Price Control/Tariffing Arrangements/Quality of Service Standards

26.

Publication of Charges, Terms and Conditions and Other Information

27.

Confidentiality of Subscriber Information

PART VI:

OTHER OBLIGATIONS

28.

Codes of Practice and Advisory Guidelines

29.

Number Portability

30.

Accounting Separation

31.

Restriction on Undue Preference and Undue Discrimination

32.

Restriction Against Anti-Competitive Arrangements

33.

Restriction on Exclusive Arrangement for International Services

34.

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

35.

Board Directorship and Management Appointments

36.

Direction by the Authority

37.

Dispute Resolution

38.

Provision of Information to the Authority

39.

Participation in Emergency Activities

40.

International Obligations

Amended on 14 August 2024

PART VII: SUSPENSION, VARIATION AND TERMINATION
41.

Penalty Framework for Breach of Licence Conditions

42.

Variation of Terms of Licence

43.

Suspension/Cancellation

44.

Termination of Licence or Cessation of Systems or Services

45.

Rights upon Termination, Suspension or Cancellation

46.

Exceptions and Limitations on Obligations

47.

Compliance with the Law

48.

Governing Law

49.

Service of Notices

50.

Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION

OF

THE

TELECOMMUNICATION

SYSTEMS TO BE ESTABLISHED BY M1 LIMITED
SCHEDULE B

- DESCRIPTION

OF

THE

TELECOMMUNICATION

SERVICES TO BE PROVIDED BY M1 LIMITED
SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- SPECIFIC TERMS AND CONDITIONS FOR 5G AND/OR
INTERNATIONAL MOBILE TELECOMMUNICATION2020 SYSTEMS AND SERVICES

SCHEDULE E

- REQUIRED PERFORMANCE BOND FORM

Amended on 14 August 2024

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO M1 LIMITED UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I:
A.

THE LICENCE
On 1 April 2000, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(now the Telecommunications Act 1999 and hereinafter referred to as “the
Act"") issued this licence (hereinafter referred to as the “Licence”) to
MobileOne (Asia) Pte Ltd (hereinafter referred to as the “First Licensee”), now
known as M1 Limited (hereinafter referred to as “the Licensee”) to establish,
install and maintain the telecommunication systems and to operate and provide
the telecommunication services as specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications
Media Development Authority (hereinafter referred to as the “Authority”) by
the enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 13 October 2016, the Licensee submitted its confirmation to renew the
Licence.

D.

The Licence is renewed with effect and for the avoidance of doubt, shall
include all terms and conditions herein and in the Schedules annexed hereto,
which shall be collectively referred to and taken by all parties concerned as the
Licence.

Amended on 14 August 2024

E.

On 17 February 2020, the Licensee and StarHub Mobile Pte Ltd (“StarHub
Mobile”) (collectively referred to as “the Consortium”) submitted its Proposal
in response to the Authority’s Call for Proposal Documents for the Provision
of Fifth-Generation (5G) Mobile Networks and Services in Singapore issued
on 17 October 2019, as described in Volume 1 (Instructions to Mobile
Network Operators (“MNO”)) as amended, supplemented or varied by the
Authority (“CFP Documents”). The Consortium’s Proposal for the Provision
of Fifth-Generation (“5G”) Mobile Networks and Services in Singapore and
subsequent Clarifications between the Authority and the Consortium regarding
its Proposal, as well as the Licensee’s individual submissions to, and
clarifications with, the Authority for both the 3.5 GHz and mmWave
Spectrum, are collectively referred to as the “5G CFP Submissions”.

F.

As part of the 5G CFP Submissions, the Licensee and StarHub Mobile
established a joint venture company, Antina Pte. Ltd. (“Antina”) to build and
operate a shared Radio Access Network (“RAN”) and provide wholesale
telecommunication services (including transmission services leased from the
Licensee and StarHub Ltd connecting the RAN to the respective 5G core
networks of the Licensee and StarHub Mobile)1 to enable the Licensee and
StarHub Mobile to operate each of their own 5G Mobile Networks and provide
5G Mobile services in accordance with their respective Facilities-Based
Operations Licences. To regulate the affairs of Antina and the rights of
StarHub Mobile and the Licensee as shareholders of Antina, the Licensee,
StarHub Mobile, and Antina entered into a Subscription and Shareholders’
Agreement dated 19 October 2020.

G.

Separate from the shared RAN and the transmission services that Antina will
build, operate and provide, the Licensee shall build and / or operate its own 5G
Core networks, transmission and other network elements, to enable the

1

As set out in Schedule A of Antina’s Facilities-Based Operations Licence dated 2 November 2020.

Amended on 14 August 2024

Licensee to provide 5G Mobile services, in accordance with the terms and
conditions of this Licence.
H.

On the basis of the representations, submissions and clarifications made by the
Licensee in its correspondences with the Authority between 20 December
2019 to 2 December 2021, the Authority granted its approval to the Licensee
on 2 December 2021 for the transfer of the Licensee’s network assets (as
defined in and set out in a Final Asset Register as at 30 November 2021
pursuant to the Asset Transfer Agreement dated 14 October 2021 between the
Licensee and M1 Network Private Limited (“M1 Network”) and as set out in
the Licensee’s letter dated 22 March 2021 and all subsequent correspondence
with the Authority up to 30 November 2021) (hereinafter, the “Transferred
Network Assets”) to the Facilities-Based Operations licence granted to M1
Limited and M1 Network Private Limited on a joint and several basis (the “M1
– M1 Network Licence”), which will come into effect on 14 March 2022.

I.

On 1 January 2022, following (i) the lapse of the validity period of the
Licensee’s “Licence to provide Facilities-based Operations for the Provision
of 3G Mobile Communication Systems and Services”, which was granted on
23 April 2001 to the first Licensee and now known as the Licensee (hereinafter
referred to as “3G Licence”), and (ii) the grant of the 2.1 GHz (FROR)
Spectrum Right (2022) to the Licensee, the Third Generation (3G) mobile
communication systems specified in Schedule A of the 3G Licence, and the
3G services specified in Schedule B of the 3G Licence have been transferred
to this Licence. These 3G mobile communication systems and 3G services
shall be subject to the terms and conditions and the Schedules annexed hereto,
as amended by the Authority, which shall be referred to and taken by all parties
concerned as the Licence.

J.

Notwithstanding the transfer of The Transferred Network Assets from the
Licensee to the M1 – M1 Network Licence, the Licensee shall continue to be
responsible for complying with all regulatory requirements prescribed by the
Authority in respect of the operation and maintenance of the Transferred

Amended on 14 August 2024

Network Assets (whether arising from this Licence or from the M1 – M1
Network Licence).
K.

On 19 July 2024, the Authority approved the Licensee's request to cease the
provisioning of 3G Mobile Communication Systems and Services on 5 August
2024.

1

Period of Licence

1.1

The Licence is renewed on 1 April 2017 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 43 or terminated by the Licensee in accordance
with Condition 44 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

Amended on 14 August 2024

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

Amended on 14 August 2024

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedules C and D. For the avoidance
of doubt, the terms and conditions listed in Schedules A to D of this Licence
shall form part of this Licence and are terms and conditions that are binding
and enforceable on the Licensee. The Licensee shall not operate or provide any
system or service not described in Schedules A and B except with the prior
approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Amended on 14 August 2024

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall provide the Authority with a performance bond to secure the
obligations of the Licensee (“PB”). This PB shall be in the form of a Banker’s
Guarantee made in favour of the Authority and shall contain the provisions set
out in Schedule E and such other provisions which will be specified by the
Authority at a later date (the “Required PB Form”).

6.2

The Licensee shall provide the PB within twenty-eight (28) days from the date
the Authority issues the finalised Required PB Form. If the Licensee fails to
provide the PB within this time, the Authority shall be entitled to suspend the
Licensee’s right to operate or provide the 5G systems and services described
in Schedules A and B of this Licence (or any part thereof) immediately by
notice in writing.

6.3

The Licensee shall not be released from any of its obligations under the Licence
by any breach of forfeiture of the performance bond.

Amended on 14 August 2024

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Service Coverage

7.1

The Licensee shall provide coverage for the whole island of Singapore
(including MRT underground stations/lines and road tunnels), the offshore
islands and the territorial waters up to 15km from the coast line of the island of
Singapore, except where limitations in service coverage are due to technical
requirements imposed by the Authority (e.g., to limit interference with
neighbouring countries).

8

Public Emergency Call Services

8.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones,

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
9

Public Maritime Emergency Services

9.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency

Amended on 14 August 2024

and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.
10

Co-operation with Civil/Public Bodies

10.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

11

Provision of Directory Enquiry Services

11.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

11.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

12

Provision of Integrated Directories

12.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

12.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

Amended on 14 August 2024

13

Integrated Directories and Directory Enquiry Services

13.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 14 August 2024

PART III:

TECHNICAL OBLIGATIONS

14

Use of Telecommunication Equipment in the Systems

14.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

14.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

15

Operation of Radio-communication Stations

15.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

15.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

15.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the

Amended on 14 August 2024

height of the antenna of any radio-communication station comprised in the
Systems.
16

Use of Radio Frequencies

16.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

16.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

17

Assignment of Numbers

17.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

17.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

Amended on 14 August 2024

17.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 14 August 2024

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

18

Requirement to Provide Access

18.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

18.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

18.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

19

Connection to Other Systems

19.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:
(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

19.2

Notwithstanding Condition 19.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:

Amended on 14 August 2024

(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

19.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

20

Arrangements for Connection to Systems

20.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

20.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

20.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

Amended on 14 August 2024

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

21

Changes to Systems

21.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

21.2

Where the Authority considers that a change in the Systems referred to in
Condition 21.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

22

Infrastructure Sharing and Deployment

22.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications, which the Authority may issue from time to time.

Amended on 14 August 2024

22.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

23

Use of and Access to Space and Facilities for Mobile Deployment

23.1

The Licensee shall comply with the Authority’s requirements for use of and
access to space and facilities for mobile deployment, including but not limited
to the codes of practice, directions and notifications, which the Authority may
issue from time to time.

24

Requirement for Underground Telecommunication Systems

24.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 14 August 2024

PART V:

SERVICE OBLIGATIONS

25

Price Control/Tariffing Arrangements/Quality of Service Standards

25.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

25.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

25.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

26

Publication of Charges, Terms and Conditions and Other Information

26.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

27

Confidentiality of Subscriber Information

27.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

Amended on 14 August 2024

27.2

Notwithstanding Condition 27.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 14 August 2024

PART VI:

OTHER OBLIGATIONS

28

Codes of Practice and Advisory Guidelines

28.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

29

Number Portability

29.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

29.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

30

Accounting Separation

30.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

31

Restriction on Undue Preference and Undue Discrimination

31.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or

Amended on 14 August 2024

person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.
32

Restriction Against Anti-Competitive Arrangements

32.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

33

Restriction on Exclusive Arrangement for International Services

33.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

33.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

33.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

34

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

Amended on 14 August 2024

34.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

34.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

34.3

If the Licensee fails to effect the necessary changes referred to in Condition
34.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

34.4

Nothing in Condition 34.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

35

Board Directorship and Management Appointments

35.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further information
requested by the Authority.

Amended on 14 August 2024

36

Direction by the Authority

36.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

36.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 36.1.

36.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

37

Dispute Resolution

37.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

37.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

38

Provision of Information to the Authority

38.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such

Amended on 14 August 2024

document and information provided to the Authority shall be true, accurate and
complete.
38.2

For the purposes of ensuring the Licensee’s compliance with the conditions of
the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at the Authority’s request, submit the audited accounts and
reports prepared under this Condition 38.2 to the Authority for inspection and
verification.

38.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 38.1, as well
as the fact that the Authority has requested for such document and/or
information.

38.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 38.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 38.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.

39

Participation in Emergency Activities

39.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant

agencies,

organisations

and

Government

ministries

departments, in accordance with the written law in Singapore.
Amended on 14 August 2024

and

39.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 39.1 as well
as the fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

39.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

40

International Obligations

40.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

40.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 40.1 applies
for its compliance.

Amended on 14 August 2024

PART VII:

SUSPENSION, VARIATION AND TERMINATION

41

Penalty Framework for Breach of Licence Conditions

41.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

42

Variation of Terms of Licence

42.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

43

Suspension/Cancellation

43.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

44

Termination of Licence or Cessation of Systems or Services

44.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

44.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

44.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under

Amended on 14 August 2024

Condition 44.2 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.
45

Rights upon Termination, Suspension or Cancellation

45.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

46

Exceptions and Limitations on Obligations

46.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons: (a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Amended on 14 August 2024

47

Compliance with the Law

47.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

47.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

48

Governing Law

48.1

This Licence shall be governed by and construed according to the law of
Singapore.

49

Service of Notices

49.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other email address as
notified to the Authority from time to time.

Amended on 14 August 2024

50

Severability

50.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 April 2000
Renewed on 1 April 2017

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 14 August 2024

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 14 August 2024

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY M1 LIMITED
[Licensee specific details have been removed]

Amended on 14 August 2024

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY M1 LIMITED
[Licensee specific details have been removed]

Amended on 14 August 2024

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
4G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONSADVANCED SYSTEMS AND SERVICES
1

Provision of 4G and/or International Mobile TelecommunicationsAdvanced (“IMT-Advanced”) Services

1.1

The Licensee shall deploy 4G and/or IMT-Advanced telecommunication
systems and provide 4G and/or IMT-Advanced telecommunication services
using all or part of the radio frequency spectrum as allocated to it by the grant
of spectrum rights for the provision of 4G and/or IMT-Advanced
telecommunication services, in accordance with the following:
(a)

Nationwide coverage1 (except for MRT underground stations/ lines and
road tunnels) by 30 June 2016; and

(b)

Coverage in all MRT underground stations/ lines and road tunnels by
30 June 2018.

1.2

The Licensee shall use all or part of the radio frequency spectrum as
allocated to it by the grant of the 900 MHz Spectrum Right (2017) and 2.5
GHz Spectrum Right (2017) to augment its existing networks to provide
nationwide 4G and/or IMT-Advanced telecommunication services by 31
December 2018.

1.3

The Licensee shall provide, as a minimum, a publicly available mobile voice
telephony service which meets the requirements for levels “8” and “9”
telephone numbers. The publicly available mobile voice telephony service
shall include, but is not limited to, the provision of nationwide coverage in

1

The nationwide coverage must extend to the whole island of Singapore (excluding MRT
underground stations/lines and road tunnels), the offshore islands and the territorial waters up
to 15 kilometres from the coast line of the island of Singapore, except where limitations in
service coverage are due to technical requirements imposed by the Authority, such as that to
limit interference with neighbouring countries.
Amended on 1 July 2017

accordance with the timelines stipulated in Condition 1.1 above, free access
to emergency services and uninterrupted, seamless call handover when
moving from location to location at a speed of up to 100km/h. For the
avoidance of doubt, the Licensee may use all or part of the spectrum in its
1800 MHz Spectrum Right (2013) to satisfy the aforesaid requirements. It is
also not required to satisfy this requirement through the use of 4G
technologies only.
1.4

In its deployment and provision of the 4G and/or IMT-Advanced
telecommunication systems and services over all or part of the radio
frequency spectrum as allocated to it by the grant of spectrum rights, the
Licensee shall coordinate with other mobile telecommunications operators
and take such steps as may be necessary to manage any potential interference
that may be caused to any services provided over networks authorised by the
Authority, including but not limited to setting aside appropriate guard band
and carrier separation in respect of all systems operating in adjacent bands.

2

Wholesale 4G and/or IMT-Advanced Telecommunication Services

2.1

The Licensee shall negotiate in good faith to provide wholesale 4G and/or
IMT-Advanced telecommunication services to a mobile virtual network
operator (“MVNO”), upon receiving a request for such provision from an
MVNO.

3

Licence Fee Computation

3.1

The Licensee shall include the revenue collected from the provision of 4G
and/or IMT-Advanced telecommunication systems and services, including
those provided over all or part of the radio frequency spectrum as allocated
to it by the grant of spectrum rights (including 3G Spectrum Right), in the
computation of the Licensee’s annual gross turnover, which will be subject
to licence fee computation under the Licence.

Amended on 1 July 2017

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
POSTPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Postpaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Postpaid PCMT Service” refers to a Public Cellular
Mobile Telephone Service provided by the Licensee in Singapore which
involves the collection of payments from subscribers according to their
usage of mobile services at the end of each billing cycle, which shall not be
more than a month.

2

Registration of Subscribers

2.1

The Licensee shall provide procedures for Postpaid PCMT Service
application or registration before any Postpaid PCMT Service activation, to
ensure that subscribers are properly signed up for the Postpaid PCMT
Service and that the right parties are being billed.

2.2

The Licensee shall maintain a register containing records of every subscriber
who purchases the Licensee’s Postpaid PCMT Service (the “Register of
Postpaid PCMT Service Subscribers”) which shall be made available for
inspection by authorised Singapore government agencies. The Register of
Postpaid PCMT Subscribers shall contain the following particulars of the
subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN of the subscriber and business registration number of the
company for corporate customer);

(c)

Billing Address;

Modified on 21 January 2019

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Subscribers.

2.4

Before recording the particulars referred to in Condition 2.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235) or the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

2.5

The Register of Postpaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Postpaid PCMT Service to the
subscriber.

Modified on 21 January 2019

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of every retailer of
its Postpaid PCMT Service (the “Register of Postpaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Postpaid PCMT Service
Retailers shall contain the following particulars of the retailer:
(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid PCMT Service number accounts allocated by the Licensee to
the retailer by sale.

3.2

The Licensee shall ensure that retailers in Singapore selling its Postpaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.2 and 2.3 of this Schedule before sales and forward such
information to the Licensee upon verification of documents as set out in
Condition 2.4 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s Postpaid PCMT Service, the
Licensee shall ensure that such retailer forwards the subscribers’ information
set out in Conditions 2.2 and 2.3 of this Schedule to the Licensee within
seven (7) working days from the date of purchase of the Postpaid PCMT
Service.

3.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Retailers.

3.4

The Register of Postpaid PCMT Service Retailers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar

Modified on 21 January 2019

months from the date on which the retailer ceases to sell the Postpaid PCMT
Service of the Licensee.
4

Access to the Registration Information

4.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Postpaid PCMT Service Subscribers and
Register of Postpaid PCMT Service Retailers under Conditions 2 and 3 of
this Schedule, are in compliance with the ISO/IEC 27002:2013 Code of
Practice for Information Security Controls including all amendments and
revisions thereto from time to time in force.

4.2

The Licensee shall maintain records of all access by any persons to the
Register of Postpaid PCMT Service Subscribers and Register of Postpaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

4.3

The Records of Access referred to in Condition 4.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

4.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Postpaid PCMT
Service Subscribers and Register of Postpaid PCMT Service Retailers.

5

Public Emergency Call Services

5.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to public emergency
services via its Postpaid PCMT Service.

Modified on 21 January 2019

6

Data Retention Requirements

6.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Postpaid PCMT Service which are operated and/or
provided in Singapore.

6.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
PREPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Prepaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Prepaid PCMT Service” refers to a Public Cellular Mobile
Telephone Service provided by the Licensee in Singapore which involves
the collection of advance payments from subscribers prior to, upon or after
the supply of a Subscriber Information Module (“SIM”) card or other access
device/code.

2

Minimum Age of Subscribers

2.1

The Licensee shall not provide the Prepaid PCMT Service to any person
below 15 years of age.

3

Registration of Subscribers

3.1

The Licensee shall register subscribers of its Prepaid PCMT Service via the
prescribed electronic registration system in accordance with Condition 3.2
of this Schedule.

3.2

The Licensee shall record the following particulars of its Prepaid PCMT
Service subscribers when registering them and shall maintain such records
(the “Register of Prepaid PCMT Service Subscribers”) in accordance with
Condition 3.5 of this Schedule:
(a)

where the subscriber purchased the Prepaid PCMT Service in
Singapore:
(i)

Name;

(ii) Address;
Modified on 21 January 2019

(iii) Identity Number (as applicable, NRIC number, 11B number,
passport number, FIN, work permit number, or relevant pass
number1 of the subscriber and business registration number of the
company for corporate customer);
(iv) Contact Information (landline number, mobile number, or email
address);
(v)

Service Period (start and end date for each type of service);

(vi) Service Types:
(a)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated
Services Digital Network Numbers (“MSISDN”) assigned
to the subscriber);

(b)

Assigned Client IP address and User ID/User Name (where
applicable);

(vii) Equipment ID (where applicable).
(b)

where the subscriber did not purchase the Prepaid PCMT Service in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead.

The Register of Prepaid PCMT Service Subscribers shall be made available
for inspection by authorised Singapore government agencies. In the event
that the prescribed electronic registration system is unavailable due to
technical failure, the Licensee shall record the particulars stipulated in subparagraphs (a) to (b) in the prescribed forms and transfer them into the
prescribed electronic registration system within three (3) working days from
the date in which the system becomes available again.

1

The relevant pass number refers to the nine additional documents spelt out in Condition 3.4(a).
Modified on 21 January 2019

3.3

The Authority reserves the right to require the Licensee to record any other
details of its subscribers as necessary in the Register of Prepaid PCMT
Service Subscribers.

3.4

Before recording the particulars referred to in Condition 3.2 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the Prepaid PCMT Service(s) in
Singapore, require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore
Armed Forces Act (Cap. 295), the Police Force Act (Cap. 235), the
Civil Defence Act (Cap. 42), passport, or the following documentation
as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

3.5

where the subscriber purchases the Prepaid PCMT Service(s) outside
of Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Prepaid PCMT Service to the
subscriber.

Modified on 21 January 2019

3.6

The Licensee shall not sell more than the prescribed limit of its Prepaid
PCMT Service to a subscriber.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of every retailer of
its Prepaid PCMT Service (the “Register of Prepaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Prepaid PCMT Service
Retailers shall contain the following particulars of the retailer:

4.2

(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid PCMT Service number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that retailers in Singapore selling its Prepaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.1, 3.2, 3.3 and 3.6 of this Schedule before sales and submit
such information through the prescribed electronic registration system upon
verification of documents as set out in Condition 3.4 of this Schedule. Where
the Licensee’s retailer conducts in-flight or overseas sales of the Licensee’s
Prepaid PCMT Service, the Licensee shall ensure that such retailer forwards
the subscribers’ information set out in Conditions 3.2 and 3.3 of this
Schedule to the Licensee within seven (7) working days from the date of
purchase of the Prepaid PCMT Service and the Licensee shall submit the
same upon receipt through the prescribed electronic registration system.

Modified on 21 January 2019

4.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid PCMT Service Retailers.

4.4

The Register of Prepaid PCMT Service Retailer shall be kept by the Licensee
in Singapore for a period of not less than twelve (12) calendar months from
the date on which the retailer ceases to sell the Prepaid PCMT Service of the
Licensee.

5

Access to the Registration Information

5.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid PCMT Service Subscribers and Register
of Prepaid PCMT Service Retailers under Conditions 3 and 4 of this
Schedule, are in compliance with the ISO/IEC 27002:2013 Code of Practice
for Information Security Controls including all amendments and revisions
thereto from time to time in force.

5.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid PCMT Service Subscribers and Register of Prepaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

5.3

The Records of Access referred to in Condition 5.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

5.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Prepaid PCMT
Service Subscribers and Register of Prepaid PCMT Service Retailers.

6

Public Emergency Call Services

6.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”

Modified on 21 January 2019

in the main body of the Licence, for all calls made to public emergency
services via its Prepaid PCMT Service.
7

Termination of Service

7.1

In the event that the Licensee fails to comply with Conditions 2.1, 3.1 or 3.6
of this Schedule, the Licensee shall as soon as practicable, terminate the
Prepaid PCMT Service to that subscriber, where applicable, within fourteen
(14) days of the sale of the Prepaid PCMT Service to the subscriber, and/or
after giving reasonable notice to the subscriber via Short Message Service
(“SMS”) or other suitable means. The foregoing shall be without prejudice
to the Authority’s right to take enforcement action against the Licensee for
failing to comply with the said conditions.

8

Data Retention Requirements

8.1

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Prepaid PCMT Service which are operated
and/or provided in Singapore.

8.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

8.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

Modified on 21 January 2019

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector
(“ITU-T”) standard network addressing format for telephone numbers. The E.164 addresses
are 15 decimal digits long and include a country code, area or city code, and a local number.
Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
Modified on 21 January 2019

(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

Modified on 21 January 2019

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

Modified on 21 January 2019

7.6

7.7

7.8

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established
by the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed
by the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by
the Authority for the publication of information pertaining to broadband
Internet access services offered by the Licensee, including but not limited to
the access speeds, throughput, round-trip latency, webpage loading time and
any other information that the Authority may require the Licensee to
publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 2 November 2020

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)
3.2

4
4.1

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.
Data Retention Requirements
The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of

Modified on 21 January 2019

the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.
2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES

1
1.1

Conditions of Operation
The Licensee shall ensure that all Non-SIM M2M Services by the Licensee
are configured to be used only for the automated communication between
machines and devices (including voice communication within the scope of a
pre-defined service feature and within a closed user group), and not for other
purposes (such as voice communication with an external person) unless the
prior written approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate subscriber, (or, where the subscriber is not located in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead);

(c)

Billing Address;

Modified on 21 January 2019

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address, and User ID/ User Name (where
applicable); and
(h)
2.2

Equipment ID (where applicable).

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Non-SIM
M2M Services to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)
3.2

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Non-SIM M2M Services
obtain the information set out in Condition 2.1 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Modified on 21 January 2019

SCHEDULE D
SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES
[Licensee specific details have been removed]

Amended on 13 June 2023

SCHEDULE E
REQUIRED PERFORMANCE BOND FORM
[Licensee specific details have been removed]

Amended on 13 June 2023

"
39,4f7c93b61266cbe0d3e0f1cdf7df42122e8bb46f,M1 Limited and M1 Network Private Limited,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/M1-and-M1-Network-Licence-redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO M1 LIMITED AND M1 NETWORK PRIVATE LIMITED
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 14 MARCH 2022

TABLE OF CONTENTS

PART I:
1.
1A.
1B.
2.
3.
4.
5.

Period of Licence
Continuing Obligations
Joint and Several Obligations
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.

BASIC OBLIGATIONS OF LICENSEE

Service Coverage
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems

Issued on 14 March 2022

19.
20.
21.
22.
23.

Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Use of and Access to Space and Facilities for Mobile Deployment
Requirement for Underground Telecommunication Systems

PART V:
24.
25.
26.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
40.
41.
42.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation

Issued on 14 March 2022

43.
44.
45.
46.
47.
48.
49.

Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY M1 LIMITED AND
M1 NETWORK PRIVATE LIMITED

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY M1 LIMITED AND M1
NETWORK PRIVATE LIMITED

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS FOR 5G AND/OR
INTERNATIONAL MOBILE TELECOMMUNICATION2020 SYSTEMS AND SERVICES

Issued on 14 March 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO M1 LIMITED AND M1 NETWORK PRIVATE LIMITED
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 20 December 2019, M1 Limited (“M1”) submitted a letter seeking the Infocommunications Media Development Authority’s (hereinafter referred to as
the “Authority”) guidance on a proposal for M1 to restructure its operating
model, pursuant to which M1 engaged the Authority on its proposed asset
separation model for the transfer of certain network assets (“the Transaction”)
held by M1 under its Facilities-Based Operations Licence issued by the
Authority on 1 April 2000 (and as renewed on 1 April 2017) (“M1’s FBO
Licence”).

B.

On 22 March 2021, M1 submitted a letter seeking the Authority’s formal
approval to the proposed Transaction, for which the Authority granted its inprinciple approval to M1 on 28 April 2021. On 6 October 2021, the Authority
granted its in-principle approval for M1 to execute the documentation required
for M1 to commence its internal processes relating to the Transaction. As part
of the proposed Transaction, M1 Network Private Limited (“M1 Network”)
was established on 20 September 2021 and M1 entered into an Asset Transfer
Agreement and a Network Services Agreement with M1 Network on 14
October 2021. To regulate the affairs of M1 Network, M1, M1 Network and
KDCR Singapore 2 Pte. Ltd. entered into a Subscription and Shareholders’
Agreement on 14 October 2021.

C.

On the basis of the representations, submissions and clarifications made by M1
in its correspondences with the Authority between 20 December 2019 to 2
December 2021, the Authority granted its approval to M1 on 2 December 2021
for the transfer of M1’s network assets (as defined in and set out in a Final
Asset Register as at 30 November 2021 pursuant to the Asset Transfer
Agreement dated 14 October 2021 between M1 and M1 Network and as set
out in M1’s letter dated 22 March 2021 and all subsequent correspondence with

Issued on 14 March 2022

the Authority up to 30 November 2021) (hereinafter, the “Transferred Network
Assets”).
D.

Accordingly, the Authority, in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act 1999 (hereinafter referred to as “the
Act”), hereby grants to M1 and M1 Network (hereinafter referred to as “the
Licensee”) this licence (hereinafter referred to as “the Licence”) to establish,
install, maintain and operate the telecommunication systems and to provide the
telecommunication services as specified in the Licence. All references to the
“Licensee” herein shall be to M1 and M1 Network, who shall be jointly and
severally responsible for the systems and services in relation to this Licence,
and all associated matters and obligations therein, unless otherwise specified
in this Licence.

E.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 42 or terminated by the Licensee in accordance
with Condition 43 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

1A

Continuing Obligations

1A.1

Notwithstanding the transfer of the Transferred Network Assets from M1’s
FBO licence to this Licence, M1 shall continue to be responsible for complying
with all regulatory requirements prescribed by the Authority in respect of the
operation and maintenance of the Transferred Network Assets (whether arising
from this Licence or on or before 14 March 2022).

1A.2

Notwithstanding Condition 1A.1 above, M1 Network shall remain responsible,
and liable to the Authority, for all obligations and responsibilities to be

Issued on 14 March 2022

discharged by M1 in respect of the operation and maintenance of the
Transferred Network Assets (including without limitation any failure by M1 to
comply with its regulatory obligations arising from this Licence or on or before
14 March 2022.
1B

Joint and Several Obligations

1B.1

Unless expressly provided otherwise, any obligations which are to be observed
and performed by the Licensee shall, at any time at which the Licensee is more
than one person, be joint and several obligations.

1B.2

Where the Licensee is more than one person, the Authority may take action
against, or release or compromise the liability of, or grant time or other
indulgence to, any one such person, without affecting the liability of the other
person who constitutes, or persons who together constitute, the Licensee.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services to
M1 Limited pursuant to the Network Services Agreement during M1
Network’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of M1 Network’s audited AGTO for the provision
of the services during M1 Network’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of M1 Network’s audited AGTO for the provision of
the services during M1 Network’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence

Issued on 14 March 2022

and shall be adjusted at the end of M1 Network’s financial year based on M1
Network’s audited AGTO submitted to the Authority.
2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of M1 Network’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Issued on 14 March 2022

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”). For the
avoidance of doubt, the terms and conditions listed in Schedules A to C of this
Licence shall form part of this Licence and are terms and conditions that are
binding and enforceable on the Licensee. The Licensee shall not operate or
provide any system or service not described in Schedules A and B except with
the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Issued on 14 March 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Service Coverage

6.1

The Licensee shall provide coverage for the whole island of Singapore
(including MRT underground stations/lines and road tunnels), the offshore
islands and the territorial waters up to 15km from the coast line of the island of
Singapore, except where limitations in service coverage are due to technical
requirements imposed by the Authority (e.g., to limit interference with
neighbouring countries).

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

Issued on 14 March 2022

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 14 March 2022

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 14 March 2022

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 14 March 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Issued on 14 March 2022

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Issued on 14 March 2022

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

22

Use of and Access to Space and Facilities for Mobile Deployment

22.1

The Licensee shall comply with the Authority’s requirements for use of and
access to space and facilities for mobile deployment, including but not
limited to the codes of practice, directions and notifications, which the
Authority may issue from time to time.

Issued on 14 March 2022

23

Requirement for Underground Telecommunication Systems

23.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 14 March 2022

PART V:

SERVICE OBLIGATIONS

24

Price Control/Tariffing Arrangements/Quality of Service Standards

24.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

24.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

24.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

25

Publication of Charges, Terms and Conditions and Other Information

25.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

26

Confidentiality of Subscriber Information

26.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

26.2

Notwithstanding Condition 26.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 14 March 2022

PART VI:

OTHER OBLIGATIONS

27

Codes of Practice and Advisory Guidelines

27.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

28

Number Portability

28.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

28.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

29

Accounting Separation

29.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

30

Restriction on Undue Preference and Undue Discrimination

30.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 14 March 2022

31

Restriction Against Anti-Competitive Arrangements

31.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

32

Restriction on Exclusive Arrangement for International Services

32.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

32.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

32.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

33

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

33.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

33.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

Issued on 14 March 2022

33.3

If the Licensee fails to effect the necessary changes referred to in Condition
33.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

33.4

Nothing in Condition 33.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

34

Board Directorship and Management Appointments

34.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

35

Direction by the Authority

35.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

35.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 35.1.

35.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

Issued on 14 March 2022

36

Dispute Resolution

36.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

36.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

37

Provision of Information to the Authority

37.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

37.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 37.2 to the Authority for
inspection and verification.

37.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 37.1, as
well as the fact that the Authority has requested for such document and/or
information.

37.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 37.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 37.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the

Issued on 14 March 2022

Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
38

Participation in Emergency Activities

38.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

38.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 38.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

38.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

39

International Obligations

39.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

39.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 39.1 applies
for its compliance.

Issued on 14 March 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

40

Penalty Framework for Breach of Licence Conditions

40.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

41

Variation of Terms of Licence

41.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

42

Suspension/Cancellation

42.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

43

Termination of Licence or Cessation of Systems or Services

43.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

43.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

43.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 43.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

44

Rights upon Termination, Suspension or Cancellation

44.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,

Issued on 14 March 2022

suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.
45

Exceptions and Limitations on Obligations

45.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
46

Compliance with the Law

46.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

46.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Issued on 14 March 2022

47

Governing Law

47.1

This Licence shall be governed by and construed according to the law of
Singapore.

48

Service of Notices

48.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

49

Severability

49.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 14 March 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 14 March 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 14 March 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY M1 LIMITED AND M1 NETWORK PRIVATE LIMITED

[Licensee specific details have been removed]

Issued on 14 March 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY M1 LIMITED AND M1 NETWORK PRIVATE LIMITED

[Licensee specific details have been removed]

Issued on 14 March 2022

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES

[Licensee specific details have been removed]

Issued on 14 March 2022

"
40,791ca349d768d8de9ccdf8a989ed93c65947d062,Matrix Networks Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Matrix.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MATRIX NETWORKS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 15 FEBRUARY 2007
RENEWED ON 15 FEBRUARY 2022

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 15 February 2022

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 15 February 2022

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY MATRIX NETWORKS PTE
LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY MATRIX NETWORKS PTE
LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 15 February 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MATRIX NETWORKS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 15 February 2007, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Matrix Networks Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 10 May 2021, the Licensee submitted its request to renew the Licence
which is due to expire on 14 February 2022.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 15 February 2022

1

Period of Licence

1.1

The Licence is renewed on 15 February 2022 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

Renewed on 15 February 2022

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 15 February 2022

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 15 February 2022

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 15 February 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 15 February 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 15 February 2022

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 15 February 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 15 February 2022

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 15 February 2022

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 15 February 2022

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 15 February 2022

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 15 February 2022

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 15 February 2022

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 15 February 2022

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 15 February 2022

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 15 February 2022

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 15 February 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 15 February 2022

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 15 February 2022

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Renewed on 15 February 2022

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 15 February 2007
Renewed on 15 February 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 15 February 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 15 February 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY MATRIX NETWORKS PTE LTD

[Licensee specific details have been removed]

Renewed on 15 February 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY MATRIX NETWORKS PTE LTD

[Licensee specific details have been removed]

Renewed on 15 February 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 15 February 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 15 February 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 15 February 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 15 February 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 15 February 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

Renewed on 15 February 2022

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
Renewed on 15 February 2022

emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

Renewed on 15 February 2022

7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

Renewed on 15 February 2022

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

Renewed on 15 February 2022

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 15 February 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 15 February 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 15 February 2022

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 15 February 2022

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 15 February 2022

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

Renewed on 15 February 2022

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

Renewed on 15 February 2022

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7

Renewed on 15 February 2022

and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.
9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

Renewed on 15 February 2022

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 15 February 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Renewed on 15 February 2022

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Renewed on 15 February 2022

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 15 February 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 15 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Renewed on 15 February 2022

(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 15 February 2022

"
41,b2d53ae4f830b1cab26243a2d50c046c55bdd674,MediaCorp Pte Ltd (Satellite FBO Licence),https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/MediaCorpSat.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MEDIACORP PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 OCTOBER 1994
RENEWED ON 1 OCTOBER 2019

TABLE OF CONTENTS
PART I:

INTRODUCTION

1
2
3
4

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:

TECHNICAL OBLIGATIONS

5
6
7
8
9

Use of Telecommunication Equipment in the Systems
Operation of Earth Stations
Antenna Site Clearance Requirements
Use of Radio Frequencies
Use of Alternative Satellites

PART III:

ACCESS AND INTERCONNECTION OBLIGATIONS

10
11
12
13
14

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART IV:

SERVICE OBLIGATIONS

15

Price Control /Tariffing Arrangements/Quality of Service
Standards
Publication of Charges, Terms and Conditions and Other
Information

16

Renewed on 1 October 2019

PART V:

OTHER OBLIGATIONS

17
18
19
20
21
22
23
24
25
26
27

Codes of Practice and Advisory Guidelines
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Contracts with Third Parties to Operate or Provide Licensed
Systems or Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Co-operation with Civil/Public Bodies
Participation in Emergency Activities
International Obligations

PART VI:

SUSPENSION, VARIATION AND TERMINATION

28
29
30
31
32
33
34
35
36
37

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

–

Renewed on 1 October 2019

LIST OF SATELLITES TO BE ACCESSED BY
MEDIACORP PTE LTD

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MEDIACORP PTE LTD UNDER SECTION 5
OF THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 1 October 1994, the Telecommunication Authority of Singapore
(subsequently known as the Info-communications Development Authority
of Singapore and now known as the Info-communications Media
Development Authority and hereinafter referred to as the “Authority”), in
exercise of the powers under Section 26 of the Telecommunication
Authority of Singapore Act 1992 (now Section 5 of the Telecommunications
Act (Cap. 323) and hereinafter referred to as “the Act”), issued this licence
to SIM COMMUNICATIONS PTE LTD (now known as Mediacorp T &
T Pte Ltd and hereinafter referred to as “the First Licensee”) to establish,
install and maintain a satellite uplink and downlink facility (hereinafter
referred to as “the Systems”) as defined in Schedule A for the carriage of
signals for broadcasting only (hereinafter referred to as “the Services”) (the
“Licence”).

B.

On 29 August 2002, the First Licensee submitted a request to the Authority
for a transfer of the Licence to MEDIACORP TECHNOLOGIES PTE
LTD (hereinafter referred to as “the Second Licensee”). On 24 December
2002, the Authority approved the transfer of the Licence from the First
Licensee to the Second Licensee with effect from 1 December 2002.

C.

On 13 March 2008 and 24 March 2008, MEDIACORP PTE LTD
(hereinafter referred to as the “Licensee”) submitted a request to the
Authority for a transfer of the Licence from the Second Licensee to the
Licensee. On 1 April 2008, the Authority approved the transfer of the
Licence from the Second Licensee to the Licensee with effect from the same
day.

D.

On 1 October 2009 and 1 October 2014, the Authority, in exercise of its
powers under Section 5 of the Act, renewed the Licence.

Renewed on 1 October 2019

E.

On 23 November 2018, the Authority, in exercise of its powers under
Section 7 of the Act, modified the terms and conditions of the Licence,
which took effect on 21 January 2019.

F.

On 29 April 2019, the Licensee submitted its confirmation to renew the
Licence, which was due to expire on 30 September 2019.

G.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall collectively be referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 October 2019 and shall be valid for a period
of five (5) years, unless suspended or cancelled by the Authority in
accordance with Condition 30 or terminated by the Licensee in accordance
with Condition 31 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee of $5,000 within two
(2) weeks of the renewal of the Licence. For subsequent years, the annual
licence fee of $5,000 shall be paid by the Licensee to the Authority by no
later than the anniversary date of the grant of the Licence.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual

Renewed on 1 October 2019

number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.
3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior written approval of the Authority.

3.2

Any such approval given shall be subject to terms and conditions, which the
Authority at its discretion, may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A comprising satellite earth stations and any telecommunication
equipment as authorised in writing by the Authority for the provision of
Services. The Licensee shall not operate any system not described in
Schedule A except with the prior approval of the Authority.

4.2

The Licensee is authorised to receive signals from a satellite to the earth
station in Singapore (downlink) and/or to transmit signals from the earth
station in Singapore to the same satellite or a different satellite (uplink) for
broadcasting purposes only.

4.3

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

Renewed on 1 October 2019

PART II: TECHNICAL OBLIGATIONS
5

Use of Telecommunication Equipment in the Systems

5.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

5.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

6

Operation of Earth Stations

6.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communications) Regulations for the
operation of earth stations and any other radio-communication stations
comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency
fees for the allocation and management of frequencies by the Authority.

6.2

The Licensee shall install earth stations of a type already coordinated or in
the process of being coordinated by the operator of the specified satellite
in the inter-system coordination with other satellite networks and shall
ensure that its working with the satellite is in accordance with the relevant
provisions of the ITU Radio Regulations and any other international treaty
to which Singapore is a party.

6.3

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of the earth
station and any other radio-communication station comprised in the Systems
shall be submitted in writing for the Authority’s prior approval.

6.4

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the

Renewed on 1 October 2019

height of the antenna of the earth station and any other radio-communication
station comprised in the Systems.
7

Antenna Site Clearance Requirements

7.1

The Licensee shall be solely responsible for obtaining approval from the
relevant authorities for the siting of the earth station and the position of the
antenna.

8

Use of Radio Frequencies

8.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

8.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

9

Use of Alternative Satellites

9.1

The Licensee shall inform the Authority in writing, from time to time, of any
change in the name, orbital position and other technical characteristics of the
satellite(s) used in the operation of the Systems and the provision of the
Services.

9.2

Where the Licensee wishes to use an alternative satellite which was not
specified by the Licensee in the licence application, the Licensee shall seek
the Authority’s approval in writing at least one (1) month in advance and
shall specify the circumstances necessitating the use of the alternative
satellite.

Renewed on 1 October 2019

PART III: ACCESS AND INTERCONNECTION OBLIGATIONS
10

Requirements to Provide Access

10.1

The Licensee shall provide to any person licensed by the Authority to
provide telecommunication services in Singapore, means of access to the
Systems.

10.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

10.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notification which the Authority may issue from time
to time.

11

Connection to Other Systems

11.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

11.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or
licensed by the Authority which systems also meet any other
requirements, which the Authority may from time to time impose.

Notwithstanding Condition 11.1, the Licensee shall cease to connect or
refuse to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or
licensing by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to

Renewed on 1 October 2019

that effect to the person who has under his control such equipment or
system.
11.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority whose decision shall be final.

12

Arrangements for Connection to Systems

12.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

12.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

12.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic,
manipulate the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access
Message on the ITU-T Signalling System Number 7 ISDN User
Part signalling should be set to the value “1” to identify an
international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T

Renewed on 1 October 2019

Signalling System Number 7 signalling, then the Licensee shall
route such international incoming calls on specified circuits.
13

Changes to Systems

13.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with the
Authority.

13.2

Where the Authority considers that a change in the Systems referred to in
Condition 13.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

14

Infrastructure Sharing and Deployment

14.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

14.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 October 2019

PART IV:

SERVICE OBLIGATIONS

15

Price Control/Tariffing Arrangements/Quality of Service Standards

15.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Systems provided by the Licensee with
which the Licensee shall comply.

15.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

15.3

The Authority reserves the right to require the Licensee to file its schemes
of service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such Services.

16

Publication of Charges, Terms and Conditions and Other Information

16.1

The Licensee shall publish information about the Systems it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as the
Authority may require the Licensee to publish in relation to the Services.

Renewed on 1 October 2019

PART V:

OTHER OBLIGATIONS

17

Codes of Practice and Advisory Guidelines

17.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority
may issue from time to time.

18

Restriction on Undue Preference and Undue Discrimination

18.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from,
a business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

19

Restriction Against Anti-Competitive Arrangements

19.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems in relation to the
Services or any other telecommunication system and/or services licensed by
the Authority.

20

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

20.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s

Renewed on 1 October 2019

written approval for the joint venture, association, contract or arrangement
in question.
20.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

20.3

If the Licensee fails to effect the necessary changes referred to in Condition
20.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

20.4

Nothing in Condition 20.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out
any such works or providing any such services.

21

Board Directorship and Management Appointments

21.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

22

Direction by the Authority

22.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of
its powers, functions or duties under the Act, or in this Licence.

22.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
22.1.

Renewed on 1 October 2019

22.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of the
Licence disclose or permit the disclosure of any of the said directions to any
person not authorised to receive the same without the prior written consent
of the Chief Executive Officer of the Authority. The Licensee shall further
take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

23

Dispute Resolution

23.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by the Authority whose
decision shall be binding on all parties concerned.

23.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

24

Provision of Information to the Authority

24.1

The Licensee shall provide the Authority with any document and
information within its knowledge, custody or control, which the Authority
may, by notice or direction require. The Licensee undertakes to the
Authority that any such document and information provided to the
Authority shall be true, accurate and complete.

24.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 24.2 to the Authority for
inspection and verification.

24.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 24.1, as
well as the fact that the Authority has requested for such document and/or
information.

Renewed on 1 October 2019

24.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 24.1 as the Authority
deems fit. Where the Authority proposes to disclose any document or
information obtained pursuant to Condition 24.1 and the Authority
considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or
which disclosure would or could reasonably be expected to adversely affect
the Licensee’s lawful business, commercial or financial affairs, the
Authority will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before the Authority makes a
final decision on whether to disclose the information.

25

Co-operation with Civil/Public Bodies

25.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

26

Participation in Emergency Activities

26.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

26.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 26.1 as well as the
fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

26.3

The Authority, may from time to time, require the Licensee to submit to
the Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical
and non-technical information as may be required by the Authority, at
least one (1) month before such change is intended to be implemented.

Renewed on 1 October 2019

27

International Obligations

27.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement
or treaty to which Singapore is or shall become a party.

27.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 27.1
applies for its compliance.

Renewed on 1 October 2019

PART V: SUSPENSION, VARIATION AND TERMINATION
28

Penalty Framework for Breach of Licence Conditions

28.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

29

Variation of Terms of Licence

29.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any
of the terms of this Licence by giving the Licensee at least one (1) month’s
notice in writing.

30

Suspension/Cancellation

30.1

The Authority may, in any of the events specified in Section 8 of the Act,
by notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

31

Termination of Licence or Cessation of Systems or Services

31.1

In the event that the Licensee desires to terminate its licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

31.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 31.1.

32

Rights upon Termination, Suspension or Cancellation

32.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination
except that the Licensee shall not have the right to seek a refund of the
licence fee or any other fee paid in advance.

Renewed on 1 October 2019

33

Exceptions and Limitations on Obligations

33.1

The Licensee shall not be held to have failed to comply with its obligations
in this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority
determines that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee's reasonable control and which notwithstanding the
exercise by it of reasonable diligence and foresight, the Licensee was
unable to prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as
the factor(s) which prevented the performance thereof is resolved.
34

Compliance with the Law

34.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communications)
Regulations, the International Telecommunication Convention and any
other treaty or convention to which Singapore is a party.

34.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Renewed on 1 October 2019

35

Governing Law

35.1

This Licence shall be governed by and construed according to the law of
Singapore.

36

Service of Notices

36.1

All notices under this Licence shall be in writing and shall be deemed to
have been given if sent by hand or pre-paid post or by facsimile to the
Licensee's registered address as lodged with the Accounting and Corporate
Regulatory Authority.

37

Severability

37.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Renewed on 1 October 2019

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provision of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act, until such regulations are revoked or
repealed by subsidiary legislation made under this Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such as
may be amended from time to time.

Renewed on 1 October 2019

SCHEDULE A

LIST OF SATELLITES TO BE ACCESSED BY
MEDIACORP PTE LTD

[Licensee specific details have been removed]

Renewed on 1 October 2019

"
42,2fbb5782cb18925baf583fdd99195be8c8ce9ca6,MediaCorp Pte Ltd (TTS FBO Licence),https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/MediacorpPL.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MEDIACORP PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 OCTOBER 1994
RENEWED ON 1 OCTOBER 2019

TABLE OF CONTENTS
PART I:

THE LICENCE

1
2
3
4

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems

PART II:

TECHNICAL OBLIGATIONS

5
6
7

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies

PART III:

ACCESS AND INTERCONNECTION OBLIGATIONS

8
9
10
11
12

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART IV:

SERVICE OBLIGATIONS

13

Price Control/Tariffing Arrangements/Quality of Service
Standards
Publication of Charges, Terms and Conditions and Other
Information

14

Renewed on 1 October 2019

PART V:

OTHER OBLIGATIONS

15
16
17
18
19
20
21
22
23
24
25

Codes of Practice and Advisory Guidelines
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Contracts with Third Parties to Operate or Provide Licensed
Systems or Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Co-operation with Civil/Public Bodies
Participation in Emergency Activities
International Obligations

PART VI:

SUSPENSION, VARIATION AND TERMINATION

26
27
28
29
30
31
32
33
34
35

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A - DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS ESTABLISHED BY MEDIACORP PTE LTD

Renewed on 1 October 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MEDIACORP PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 1 October 1995, the Telecommunication Authority of Singapore
(hereinafter referred to as “TAS”) (now known as the Info-communications
Development Authority of Singapore and now known as the Infocommunications Media Development Authority and hereinafter referred to
as the “Authority”), in exercise of the powers under Section 26 of the
Telecommunication Authority of Singapore Act 1992 (now Section 5 of the
Telecommunications Act (Chapter 323) and hereinafter referred to as “the
Act”) issued this licence to SIM COMMUNICATIONS PTE LTD (now
known as Mediacorp T & T Pte Ltd and hereinafter referred to as “the First
Licensee”) to establish, install and maintain a terrestrial telecommunication
system (hereinafter referred to as “the Systems”) for the delivery and
transmission of “licensable broadcasting services” as defined in the Second
Schedule of the Singapore Broadcasting Authority Act 1994 (now the
Broadcasting Act (Cap. 28)) (hereinafter referred to as the “Services”) other
than satellite uplink and downlink services (the “Licence”).

B.

On 29 August 2002, the First Licensee submitted a request to the Authority
for a transfer of the Licence to MEDIACORP TECHNOLOGIES PTE
LTD (hereinafter referred to as “the Second Licensee”). On 24 December
2002, the Authority approved the transfer of the Licence from the First
Licensee to the Second Licensee with effect from 1 December 2002.

C.

On 13 March 2008 and 24 March 2008, MEDIACORP PTE LTD
(hereinafter referred to as the “Licensee”) submitted a request to the IDA
for a transfer of the Licence from the Second Licensee to the Licensee. On
1 April 2008, the Authority approved the transfer of the Licence from the
Second Licensee to the Licensee with effect from the same day.

Renewed on 1 October 2019

D.

On 1 October 2009 and 1 October 2014, the Authority, in exercise of its
powers under Section 5 of the Act, renewed the Licence.

E.

On 23 November 2018, the Authority, in exercise of its powers under
Section 7 of the Act, modified the terms and conditions of the Licence,
which took effect on 21 January 2019.

F.

On 29 April 2019, the Licensee submitted its confirmation to renew the
Licence, which was due to expire on 30 September 2019.

G.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall collectively be referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 October 2019 and shall be valid for a period
of five (5) years, unless suspended or cancelled by the Authority in
accordance with Condition 28 or terminated by the Licensee in accordance
with Condition 29 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee of $5,000 within two
(2) weeks of the renewal of the Licence. For subsequent years, the annual
licence fee of $5,000 shall be paid by the Licensee to the Authority by no
later than the anniversary date of the grant of the Licence.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the

Renewed on 1 October 2019

period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.
3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior written approval of the Authority.

3.2

Any such approval given shall be subject to terms and conditions, which the
Authority at its discretion, may impose.

4

Description of Systems

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services. The Licensee shall not operate
any system not described in Schedule A except with the prior approval of the
Authority.

4.2

Where the Licensee wishes to introduce a new system or makes changes to
any system, the Licensee shall provide the Authority such technical and/or
non-technical information as may be required by the Authority within such
period as may be specified by the Authority.

Renewed on 1 October 2019

PART II: TECHNICAL OBLIGATIONS
5

Use of Telecommunication Equipment in the Systems

5.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

5.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

6

Operation of Radio-communication Stations

6.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of
station licence fees and frequency fees for the allocation and management of
frequencies by the Authority.

6.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication stations comprised in the Systems shall be submitted
in writing for the Authority’s prior approval.

6.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any other radio-communication station comprised in
the Systems.

Renewed on 1 October 2019

7

Use of Radio Frequencies

7.1

The Licensee shall, in its application to the Authority, justify the use of nonbroadcast radio frequencies and shall, subject to payment of the required
frequency fees, be provided with the necessary frequencies to enable the
effective and efficient operation of the Systems and delivery and transmission
of the Services by the Licensee. These frequency fees are separate and distinct
from the broadcasting frequency fees paid by broadcasters for the provision
of the broadcasting services.

7.2

The Licensee shall not have any independent right to use any broadcasting
frequencies assigned by the Authority to broadcasters for the final
transmission and delivery of broadcast signals to end users except where
authorised by broadcasters in the delivery and transmission of broadcast
signals.

7.3

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication stations or networks operating in the same band or in other
bands. The Licensee shall take appropriate measures to ensure that its
Systems are adequately protected from interference that may be caused by
stations or networks operating in the same band or in other bands.

Renewed on 1 October 2019

PART III: ACCESS AND INTERCONNECTION OBLIGATIONS
8

Requirements to Provide Access

8.1

The Licensee shall provide to any person licensed by the Authority to
provide telecommunication services in Singapore, means of access to the
Systems.

8.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

8.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from
time to time.

9

Connection to Other Systems

9.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

9.2

(a)

any equipment approved or exempted from approval by for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or
licensed by the Authority, which systems also meet any other
requirements, which the Authority may from time to time impose.

Notwithstanding Condition 9.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or
licensing by the Authority; or

Renewed on 1 October 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which IDA has issued a notice to that effect
to the person who has under his control such equipment or system.

9.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority whose decision shall be final.

10

Arrangements for Connection to Systems

10.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

10.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

10.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic,
manipulate the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access
Message on the ITU-T Signalling System Number 7 ISDN User
Part signalling should be set to the value “1” to identify an
international incoming call for systems inter-working. Where the

Renewed on 1 October 2019

Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall
route such international incoming calls on specified circuits.
11

Changes to Systems

11.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with the
Authority.

11.2

Where the Authority considers that a change in the Systems referred to in
Condition 11.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior written approval of the
Authority before implementing such a change.

12

Infrastructure Sharing and Deployment

12.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

12.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 October 2019

PART IV: SERVICE OBLIGATIONS
13

Price Control/Tariffing Arrangements/Quality of Service Standards

13.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Systems provided by the Licensee with
which the Licensee shall comply.

13.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

13.3

The Authority reserves the right to require the Licensee to file its schemes
of service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such services.

14

Publication of Charges, Terms and Conditions and Other Information

14.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as the
Authority may require the Licensee to publish in relation to the Services.

Renewed on 1 October 2019

PART V: OTHER OBLIGATIONS
15

Codes of Practice and Advisory Guidelines

15.1

The Licensee shall comply with the codes of practice issued by the
Authority as well as any additional or supplemental guidelines, which the
Authority may issue from time to time.

16

Restriction on Undue Preference and Undue Discrimination

16.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from,
a business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor
could be placed at a significant competitive disadvantage or that competition
would be prevented or substantially restricted.

17

Restriction Against Anti-Competitive Arrangements

17.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems in relation to the
Services or any other telecommunication system and/or services licensed by
the Authority.

18

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

18.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s

Renewed on 1 October 2019

approval for the joint venture, association, contract or arrangement in
question.
18.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

18.3

If the Licensee fails to effect the necessary changes referred to in Condition
18.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

18.4

Nothing in Condition 18.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out
any such works or providing any such services.

19

Board Directorship and Management Appointments

19.1

The Licensee shall seek the Authority ’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman,
Board of Directors or Chief Executive Officer and shall for this purpose
provide the Authority with the details of any such change and any further
information requested by the Authority.

20

Direction by the Authority

20.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of
its powers, functions or duties under the Act, or in this Licence.

20.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
20.1.

Renewed on 1 October 2019

20.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of the
Licence disclose or permit the disclosure of any of the said directions to any
person not authorised to receive the same without the prior written consent
of the Chief Executive Officer of the Authority. The Licensee shall further
take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

21

Dispute Resolution

21.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by the Authority whose
decision shall be binding on all parties concerned.

21.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

22

Provision of Information to the Authority

22.1

The Licensee shall provide the Authority with any document and
information within its knowledge, custody or control, which the Authority
may, by notice or direction require. The Licensee undertakes to the
Authority that any such document and information provided to the
Authority shall be true, accurate and complete.

22.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority ’s request, submit the audited
accounts and reports prepared under this Condition 22.2 to the Authority for
inspection and verification.

22.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 22.1, as
well as the fact that the Authority has requested for such document and/or
information.

Renewed on 1 October 2019

22.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 22.1 as the Authority
deems fit. Where the Authority proposes to disclose any document or
information obtained pursuant to Condition 22.1 and the Authority
considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or
which disclosure would or could reasonably be expected to adversely affect
the Licensee’s lawful business, commercial or financial affairs, the
Authority will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before the Authority makes a
final decision on whether to disclose the information.

23

Co-operation with Civil/Public Bodies

23.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

24

Participation in Emergency Activities

24.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

24.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 24.1 as well as the
fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

24.3

The Authority, may from time to time, require the Licensee to submit to
the Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical
and non-technical information as may be required by the Authority, at
least one (1) month before such change is intended to be implemented.

Renewed on 1 October 2019

25

International Obligations

25.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement
or treaty to which Singapore is or shall become a party.

25.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 25.1
applies for its compliance.

Renewed on 1 October 2019

PART VI:SUSPENSION, VARIATION AND TERMINATION
26

Penalty Framework for Breach of Licence Conditions

26.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

27

Variation of Terms of Licence

27.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any
of the terms of this Licence by giving the Licensee at least one (1) month’s
notice in writing.

28

Suspension/Cancellation

28.1

The Authority may, in any of the events specified in Section 8 of the Act,
by notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

29

Termination of Licence or Cessation of Systems or Services

29.1

In the event that the Licensee desires to terminate its licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

29.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 29.1.

30

Rights upon Termination, Suspension or Cancellation

30.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination
except that the Licensee shall not have the right to seek a refund of the
licence fee or any other fee paid in advance.

Renewed on 1 October 2019

31

Exceptions and Limitations on Obligations

31.1

The Licensee shall not be held to have failed to comply with its obligations
in this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority
determines that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee's reasonable control and which notwithstanding the
exercise by it of reasonable diligence and foresight, the Licensee was
unable to prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as
the factor(s) which prevented the performance thereof is resolved.
32

Compliance with the Law

32.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communications)
Regulations, the International Telecommunication Convention and any
other treaty or convention to which Singapore is a party.

32.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

33

Governing Law

33.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 October 2019

34

Service of Notices

34.1

All notices under this Licence shall be in writing and shall be deemed to
have been given if sent by hand or pre-paid post or by facsimile to the
Licensee's registered address as lodged with the Accounting and Corporate
Regulatory Authority.

35

Severability

35.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 1 October 1994
Renewed on 1 October 2019

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Renewed on 1 October 2019

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provision of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act, until such regulations are revoked or
repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such as
may be amended from time to time.

Renewed on 1 October 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS
ESTABLISHED BY MEDIACORP PTE LTD

[Licensee specific details have been removed]

Renewed on 1 October 2019

"
43,477fe7d4ee16132a3f55da61247ec6dcee04c064,Montclair Telecom Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Montclair.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MONTCLAIR TELECOM PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 21 JUNE 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Modified on 21 January 2019

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Modified on 21 January 2019

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY MONTCLAIR
TELECOM PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY MONTCLAIR
TELECOM PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MONTCLAIR TELECOM PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (now known as the Infocommunications Media Development Authority and hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Montclair Telecom Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. On 22 November 2018 and 21 January 2019, the Authority, in
exercise of its powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all terms and
conditions herein and in the Schedules annexed hereto, shall be collectively referred to
and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Modified on 21 January 2019

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 21 January 2019

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 21 June 2016

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY MONTCLAIR TELECOM PTE LTD

[Licensee specific details have been removed]

Issued on 21 June 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY MONTCLAIR TELECOM PTE LTD

[Licensee specific details have been removed]

Issued on 21 June 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 21 June 2016

"
44,988ccb48e85fb92be0e775dfcdea07c418720e51,Moratel International Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/MoratelIntl.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MORATEL INTERNATIONAL PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 SEPTEMBER 2010

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Modified on 21 January 2019

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY MORATEL
INTERNATIONAL PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY MORATEL
INTERNATIONAL PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MORATEL INTERNATIONAL PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to
Moratel International Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. On 22 November 2018 and 21 January 2019, the Authority, in
exercise of its powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all terms and
conditions herein and in the Schedules annexed hereto, shall be collectively referred to
and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

Modified on 21 January 2019

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days

Modified on 21 January 2019

elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority

Modified on 21 January 2019

such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.
5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Modified on 21 January 2019

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Modified on 21 January 2019

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 21 January 2019

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 21 January 2019

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 September 2010

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY MORATEL INTERNATIONAL PTE LTD

[Licensee specific details have been removed]

Amended on 1 June 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY MORATEL INTERNATIONAL PTE LTD

[Licensee specific details have been removed]

Amended on 1 June 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Modified on 21 January 2019

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Modified on 21 January 2019

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)
Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);
(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 1 September 2010

"
45,0e9766f815dbcab2bd3f9f2a71299e9261de74dd,Grid Communications Pte Ltd f.k.a. Digital Network Access Communications Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/DNAComms.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO GRID COMMUNICATIONS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 NOVEMBER 2003
RENEWED ON 1 NOVEMBER 2013

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:
5.
6.
7.
8.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
13.
14.
15.
16.
17.
18.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Service Coverage

PART III:
9.
10.
11.
12.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

Modified on 21 January 2019

PART V:
19.
20.
21.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
35.
36.
37.
38.
39.
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS
TO
BE ESTABLISHED BY
GRID
COMMUNICATIONS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES
TO
BE
PROVIDED
BY
GRID
COMMUNICATIONS PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO GRID COMMUNICATIONS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 November 2000, the Info-communications Development Authority of
Singapore (now known as the Info-communications Media Development
Authority and hereinafter referred to as the “Authority”), in exercise of the
powers conferred on it under Section 5 of the Telecommunications Act (Cap.
323) (hereinafter referred to as the “Act”) issued a licence (hereinafter referred
to as the “Original Licence”) to GRID Communications Pte Ltd (formerly
known as Digital Network Access Communications Pte Ltd and ST Advance
Radio Pte Ltd and hereinafter referred to as the “Licensee”) to establish, install
and maintain the telecommunication systems and to operate and provide the
telecommunication services as then specified in the Licence.

B.

On 30 November 2000, 15 November 2001 and 25 September 2003, the
Authority in exercise of its rights under the Original Licence and its powers
under Section 7 of the Act, duly notified the Licensee of modifications to be
made to the terms and conditions of the Original Licence.

C.

On 1 November 2003, the Authority, in exercise of its powers under Section 5
of the Act, renewed the Original Licence.

D.

On 3 June 2004, 4 April 2005, 30 July 2005, 28 November 2005, 26 February
2007, 15 June 2007, 1 November 2011, 18 November 2011, and 13 September
2013, the Authority, in exercise of its rights under the Original Licence and its
powers under Section 7 of the Act, duly notified the Licensee of modifications
to be made to the terms and conditions of the Original Licence.

E.

The terms and conditions of the Original Licence as modified by the Authority
(referred to in Recital D above) are consolidated herein and shall be referred to
and taken by all parties concerned as the Original Licence.

Modified on 21 January 2019

F.

The expiry date of the Original Licence is 31 October 2013 and the Licensee
by letter dated 7 May 2013 requested for its renewal. The Authority hereby
approved the renewal of the Original Licence on the terms and conditions set
out herein (the “Licence”). For the avoidance of doubt, the Licence shall
supersede the Original Licence with effect from the date it is renewed.

G.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

H.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

Modified on 21 January 2019

1

Period of Licence

1.1

The Licence is renewed on 1 November 2013 and shall be valid for a period of
ten (10) years, unless suspended or cancelled by the Authority in accordance
with Condition 37 or terminated by the Licensee in accordance with Condition
38 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Modified on 21 January 2019

financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Modified on 21 January 2019

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

5

Public Emergency Call Services

5.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
6

Public Maritime Emergency Services

6.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

7

Co-operation with Civil/Public Bodies

7.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

8

Service Coverage

8.1

The Licensee shall ensure that the Services provide coverage to the whole
island of Singapore, including within the road tunnels. The coverage for
mobile stations and handheld portable shall be at street level.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

9

Use of Telecommunication Equipment in the Systems

9.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

9.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

10

Operation of Radio-communication Stations

10.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

10.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

10.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

11

Use of Radio Frequencies

11.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

11.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

12

Assignment of Numbers

12.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

12.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

12.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
13

Requirement to Provide Access

13.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

13.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

13.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

14

Connection to Other Systems

14.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

14.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 14.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

14.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

15

Arrangements for Connection to Systems

15.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

15.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

15.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
16

Changes to Systems

16.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

16.2

Where the Authority considers that a change in the Systems referred to in
Condition 16.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

17

Infrastructure Sharing and Deployment

17.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

17.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

18

Requirement for Underground Telecommunication Systems

18.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

19

Price Control/Tariffing Arrangements/Quality of Service Standards

19.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

19.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

19.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

20

Publication of Charges, Terms and Conditions and Other Information

20.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

21

Confidentiality of Subscriber Information

21.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

21.2

Notwithstanding Condition 21.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

22

Codes of Practice and Advisory Guidelines

22.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

23

Number Portability

23.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

23.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

24

Accounting Separation

24.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

25

Restriction on Undue Preference and Undue Discrimination

25.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

26

Restriction Against Anti-Competitive Arrangements

26.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

27

Restriction on Exclusive Arrangement for International Services

27.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

27.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

27.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

28

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

28.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

28.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

28.3

If the Licensee fails to effect the necessary changes referred to in Condition
28.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

28.4

Nothing in Condition 28.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

29

Board Directorship and Management Appointments

29.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

30

Direction by the Authority

30.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

30.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 30.1.

30.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
31

Dispute Resolution

31.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

31.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

32

Provision of Information to the Authority

32.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

32.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 32.2 to the Authority for
inspection and verification.

32.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 32.1, as
well as the fact that the Authority has requested for such document and/or
information.

32.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 32.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 32.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
33

Participation in Emergency Activities

33.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

33.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 33.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

33.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

34

International Obligations

34.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

34.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 34.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

35

Penalty Framework for Breach of Licence Conditions

35.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

36

Variation of Terms of Licence

36.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

37

Suspension/Cancellation

37.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

38

Termination of Licence or Cessation of Systems or Services

38.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

38.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 38.1.

39

Rights upon Termination, Suspension or Cancellation

39.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

40

Exceptions and Limitations on Obligations

40.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
41

Compliance with the Law

41.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

41.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

42

Governing Law

42.1

This Licence shall be governed by and construed according to the law of
Singapore.

43

Service of Notices

43.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

44

Severability

44.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 November 2000
Renewed on 1 November 2003
Renewed on 1 November 2013

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS
TO BE ESTABLISHED BY GRID COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

Amended on 3 September 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES
TO BE PROVIDED BY GRID COMMUNICATIONS PTE LTD

[Licensee specific details have been removed]

Amended on 3 September 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all Non-SIM M2M Services by the Licensee are
configured to be used only for the automated communication between machines
and devices (including voice communication within the scope of a pre-defined
service feature and within a closed user group), and not for other purposes (such
as voice communication with an external person) unless the prior written
approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate subscriber, (or, where the subscriber is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase shall be used instead);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i) Service ID;
(ii) Assigned Client IP address, and User ID/ User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) months from the date of termination of the Non-SIM M2M
Services to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:

3.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Non-SIM M2M Services obtain
the information set out in Condition 2.1 of this Schedule upon the registration of
a subscriber and forward such information to the Licensee within two (2) days
of the activation of the subscriber’s account.

Modified on 21 January 2019

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Non-SIM M2M Services of the Licensee.

4

Data Retention Requirements

4.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned UserID/ UserName (e.g., subscriber records associated with
(a)).

4.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

4.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(c)

Assigned Source IP address and Date & Time Stamps; and

(d)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Modified on 21 January 2019

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:

1

(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Modified on 21 January 2019

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

"
46,d040fb21f42a5d65bbe199804afd2e8a49a05bdb,MyRepublic Broadband Pte Ltd f.k.a. MyRepublic Limited,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/MyRepublic.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENTAUTHORITY
TO MYREPUBLIC BROADBAND PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 5 NOVEMBER 2013

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Modified on 30 November 2021

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Modified on 30 November 2021

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY MYREPUBLIC
BROADBAND PTE LTD

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY MYREPUBLIC
BROADBAND PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Modified on 30 November 2021

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO MYREPUBLIC BROADBAND PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 5 November 2013, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers conferred
on it under Section 5 of the Telecommunications Act (Cap. 323) (hereinafter
referred to as “the Act”) issued this licence (hereinafter referred to as “the
Licence”) to MyRepublic Limited (hereinafter referred to as “the First
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as specified
Schedule A (hereinafter referred to as “the Systems""); to operate and provide the
telecommunication services specified in Schedule B (hereinafter referred to as
""the Services"") subject to the terms and conditions set out herein; and the specific
terms and conditions set out in Schedule C.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act 2016
(the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity of the
Licence and deems the Licence as having been granted by the Authority under
Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all
terms and conditions herein and in the Schedules annexed hereto, shall be
collectively referred to and taken by all parties concerned as the Licence.

Modified on 30 November 2021

D.

On 30 November 2021, the Authority approved the transfer of the Licence (with
amendments) from the First Licensee to MyRepublic Broadband Pte Ltd. The
terms and conditions and the Schedules annexed hereto, as amended by the
Authority, are consolidated herein and shall be referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 40 or terminated by the Licensee in accordance with Condition 41of
this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and
subject to such terms and conditions as may be specified by the Authority under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the
total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

Modified on 30 November 2021

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is
terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence and
shall be adjusted at the end of the Licensee’s financial year based on the Licensee’s
audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited
AGTO, shall be paid in advance on the first day of the Licensee’s financial year,
subject to the minimum fee of $80,000 and subject to adjustment when more recent
audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due under
the Licence, the Licensee shall pay to the Authority interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning on
(and including) its due date and ending on (and excluding) the date of its receipt
in full by the Authority, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the average
of the prevailing prime lending rates of the banks and finance companies quoted
and published by the Monetary Authority of Singapore. For the avoidance of
doubt, the Licensee shall continue to be subject to its obligations under the Licence
and shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later
than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties imposed
by the Authority for breach of Condition 2.6 or this Condition 2.7.

Modified on 30 November 2021

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence,
the Licensee shall abide with its proposals on network rollout, range of
services, quality of service standards, pricing and service provisioning
schemes, and any other commitments as submitted to the Authority in its
licence application.

Modified on 30 November 2021

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency,
provide the necessary facilities for distress, urgency and safety services in
accordance with the Radio Regulations of the International
Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Modified on 30 November 2021

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Modified on 30 November 2021

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of
station licence fees and frequency fees for the allocation and management of
frequencies by the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radiocommunication station comprised in the Systems shall be submitted in
writing for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 30 November 2021

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan
and the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the
Authority, justify the use of numbers and shall, subject to payment of the
required fees for Golden Numbers, be provided with the necessary numbers
to enable the effective and efficient operation of the Systems and provision
of the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 30 November 2021

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an
access charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from
time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or
refuse to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or
licensing by the Authority; or

Modified on 30 November 2021

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or
system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line Identity
shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call

Modified on 30 November 2021

for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then
the Licensee shall route such international incoming calls on specified
circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification
or performance of the Systems which would require changes to any
equipment or systems connected to the Systems or which would have the
effect of making such connections inoperable. The period of notice given
shall be appropriate to the likely impact on the parties affected and on
connected equipment or systems and shall be decided in consultation with
the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 30 November 2021

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as the
Authority may require the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice

Modified on 30 November 2021

or guidelines issued by the Authority in relation to the use of subscriber
information.
24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

PART VI: OTHER OBLIGATIONS
25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority
may issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority,
and any additional or supplemental guidelines issued by the Authority from
time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee

Modified on 30 November 2021

shall not give any undue preference to, or receive an unfair advantage from,
a business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by
any person licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of

Modified on 30 November 2021

which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in
question.
31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

Modified on 30 November 2021

33.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of the
Licence disclose or permit the disclosure of any of the said directions to any
person not authorised to receive the same without the prior written consent
of the Chief Executive Officer of the Authority. The Licensee shall further
take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

Modified on 30 November 2021

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as well
as the fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

Modified on 30 November 2021

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1
applies for its compliance.

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s
notice in writing.

40

Suspension/Cancellation

40.1 The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts the Authority thinks fit.

Modified on 30 November 2021

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations
in this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority
determines that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Modified on 30 November 2021

Provided that the Licensee shall use all reasonable endeavours to resolve
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but
not limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any
other treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Modified on 30 November 2021

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 5 November 2013

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Modified on 30 November 2021

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are
revoked or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other
rules or documents promulgated by the Authority shall be read as reference
to such as may be amended from time to time.

Modified on 30 November 2021

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY MYREPUBLIC BROADBAND PTE LTD

[Licensee specific details have been removed]

Modified on 30 November 2021

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY MYREPUBLIC BROADBAND PTE LTD

[Licensee specific details have been removed]

Modified on 30 November 2021

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 3.1 does not apply to prepaid card
services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the ISR
to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the Services
it provides may be used to contact the police emergency service (namely 999
or its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the
Minister may from time to time designate, for the purpose of notifying such
services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Modified on 21 January 2019

2.3

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition – “Arrangements for Connection to Systems” in
the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

Modified on 21 January 2019

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period of
not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use of its
Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,
may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate to be provided
by operators of Fixed Network Telecommunication Services, for the purpose
of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided
to domestic subscribers (within Singapore) with a Singapore
registered and billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the
same standards and requirements for number portability as may be
established by the Authority from time to time for Fixed Network
Telecommunication Services.

7.6

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

7.7

7.8

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services in
accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased
Operators to adequately handle calls for the live Audiotex services and to
prevent congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with the
information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)
(b)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Modified on 21 January 2019

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established
by the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed
by the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by
the Authority for the publication of information pertaining to broadband
Internet access services offered by the Licensee, including but not limited to
the access speeds, throughput, round-trip latency, webpage loading time and
any other information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Modified on 21 January 2019

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Modified on 21 January 2019

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as frame
relay circuits. The Licensee may also choose to transmit its VAN traffic
through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

"
47,7351eb3ac0a5083fd0be9c8c858520509cc7a8a4,NetLink NBN Management Pte Ltd (In Its Capacity As Trustee-Manager of NetLink NBN Trust) and NetLink Management Pte Ltd (In Its Capacity As Trustee of NetLink Trust),https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/NetLink-NBN.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO NETLINK NBN MANAGEMENT PTE LTD
(IN ITS CAPACITY AS TRUSTEE-MANAGER OF NETLINK NBN TRUST)
AND NETLINK MANAGEMENT PTE LTD
(IN ITS CAPACITY AS TRUSTEE OF NETLINK TRUST)
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 22 SEPTEMBER 2011

TABLE OF CONTENTS

PART I: THE LICENCE
1.
1A.
1B.
2.
3.
4.
5.

Period of Licence
Continuing Obligations
Joint and Several Obligations
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II: BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE
6.
7.
8.
9.
10.
11.

Basic Obligation to Support Public Telecommunication Licensees
Universal Service Obligation
Provision of International Services
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies

PART III:TECHNICAL OBLIGATIONS
12.
13.
14.
15.

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:ACCESS AND INTERCONNECTION OBLIGATIONS
16.
17.
18.
19.
20.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Modified on 21 January 2019

21.

Requirement for Underground Telecommunication Systems

PART V: SERVICE OBLIGATIONS
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service
Standards
Publication of Charges, Terms and Conditions and Other
Information
Confidentiality of Subscriber Information

PART VI: OTHER OBLIGATIONS
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed
Systems or Services
Board Directorship and Management Appointments
Direction and Action by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices

Modified on 21 January 2019

47.

Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY THE LICENSEE

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY THE LICENSEE

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO NETLINK NBN MANAGEMENT PTE LTD (IN ITS CAPACITY AS
TRUSTEE-MANAGER OF NETLINK NBN TRUST)
AND NETLINK MANAGEMENT PTE LTD (IN ITS CAPACITY AS
TRUSTEE OF NETLINK TRUST)
UNDER SECTION 5 OF THE TELECOMMUNICATIONS ACT
(CHAPTER 323)

PART I: THE LICENCE
(A)

On 1 April 2009, the then Info-communications Development Authority
of Singapore (now known as the Info-Communications Media
Development Authority and hereinafter referred to as “the Authority”),
in exercise of its powers under Section 5 of the Telecommunications Act
(Cap. 323) (hereinafter referred to as “the Act”) granted OpenNet Pte
Ltd, (designated by the Authority on 1 April 2009 as a Public
Telecommunication Licensee under Section 6 of the Act and hereinafter
referred to as “OpenNet”) a licence to establish, install and maintain an
island-wide passive network and provide telecommunication services
over the said network.

(B)

On 22 September 2011, the Authority, in exercise of its powers under
Section 5 of the Act granted CityNet Infrastructure Management Pte Ltd,
in its capacity as the trustee-manager of the NetLink Trust, (designated
by the Authority on 22 September 2011 as a Public Telecommunication
Licensee under Section 6 of the Act and hereinafter referred to as
“CityNet” for short) a licence (the “Licence”) to establish, install and
maintain the system of ducts, manholes and central offices that are
transferred or leased to CityNet (as the case may be), acting in its
capacity as the trustee-manager of the NetLink Trust and to operate and
provide telecommunication services over the said telecommunication
system.

Modified on 21 January 2019

(C)

On 22 August 2013, OpenNet and CityNet, amongst others, submitted a
joint application to the Authority for the acquisition by CityNet of 100%
of the issued and paid-up share capital in OpenNet.

(D)

On 21 November 2013, the Authority granted its approval to the
proposed acquisition, subject to the terms therein. Upon completion of
the acquisition, the assets and business of OpenNet will be transferred to
and integrated into the NetLink Trust.

(E)

On 24 July 2014, CityNet submitted its request to amend the Licence to
enable it to install, operate and maintain the systems and provide the
services previously undertaken by OpenNet on top of CityNet’s existing
suite of systems and services. OpenNet also requested to terminate its
licence upon the Licence being modified in the manner described above.

(F)

On 1 October 2014, the Authority, in exercise of its powers under
Section 7 of the Act, duly directed CityNet of the modifications to be
made to the terms and conditions of the Licence. On top of CityNet’s
existing suite of systems and services, these modifications are primarily
intended to reflect CityNet taking over and being responsible for the
systems and services previously undertaken by OpenNet, including any
changes and/or updates to the description of the systems and services
under OpenNet’s licence, and all associated matters and obligations.

(G)

On 14 March 2017, CityNet and NetLink Management Pte Ltd submitted
a joint request to the Authority for the transfer to NetLink Management
Pte Ltd, in its capacity as trustee-manager of NetLink Trust, of the assets
held by CityNet as the trustee-manager of NetLink Trust, and to replace
CityNet as the trustee-manager of NetLink Trust to operate and provide
the telecommunication services over the said telecommunication system
under the Licence (the “Replacement”). CityNet had sought the
Authority’s approval for the transfer of the Licence to NetLink
Management Pte Ltd upon completion of the Replacement.

(H)

On 10 April 2017, the Authority granted its approval to the Replacement,
subject to the terms therein. The Authority also granted its approval of
the transfer of the Licence from CityNet to the Licensee (including the
designation by the Authority of the Licensee as a Public
Telecommunication Licensee under Section 6 of the Act) with effect

Modified on 21 January 2019

from 13 April 2017 (“Licence Transfer Date”), subject to any
modifications to the Licence as may be deemed necessary by the
Authority herein. For the avoidance of doubt, all terms and conditions
set out herein and in the Schedules annexed hereto, shall be collectively
referred to and taken by all parties concerned as the Licence.
(I)

On 28 June 2017, NetLink NBN Management Pte Ltd and NetLink
Management Pte Ltd submitted a joint application to the Authority for
the acquisition by NetLink NBN Management Pte Ltd, acting in its
capacity as trustee-manager of NetLink NBN Trust of all the
unitholdings in NetLink Trust from Singapore Telecommunications
Limited.

(J)

On the same day, NetLink NBN Management Pte Ltd and NetLink
Management Pte Ltd submitted an application jointly for NetLink NBN
Management Pte Ltd and NetLink Management Pte Ltd to jointly and
severally operate and provide the telecommunication services over the
said telecommunication system under the Licence.

(K)

On 14 July 2017, the Authority granted its approval to the proposed
acquisition of all the unitholdings in the NetLink Trust by NetLink NBN
Management Pte Ltd, subject to the terms therein.

(L)

On 19 July 2017 (“Joint Licensing Date”), the Authority, in exercise of
its powers under Section 7 of the Act, and in reliance on all
representations and warranties and information provided by NetLink
NBN Management Pte Ltd (in its capacity as trustee-manager of NetLink
NBN Trust) and NetLink Management Pte Ltd (in its capacity as trustee
of NetLink Trust) in relation thereto, duly directed NetLink Management
Pte Ltd (in its capacity as trustee of NetLink Trust) of the modifications
to be made to the terms and conditions of the Licence. These
modifications are primarily intended to reflect that NetLink NBN
Management Pte Ltd (in its capacity as trustee-manager of NetLink NBN
Trust) and NetLink Management Pte Ltd (in its capacity as trustee of
NetLink Trust) are jointly and severally responsible for the systems and
services in relation to the Licence, and all associated matters and
obligations therein. Accordingly, both NetLink NBN Management Pte
Ltd and NetLink Management Pte Ltd (as joint-holders of the Licence)
have also been designated by the Authority as a Public

Modified on 21 January 2019

Telecommunication Licensee under Section 6 of the Act. The said
modifications came into effect on this Joint Licensing Date, and as from
such date, all references to the “Licensee” herein shall be to NetLink
NBN Management Pte Ltd, in its capacity as trustee-manager of NetLink
NBN Trust, and NetLink Management Pte Ltd, in its capacity as trustee
of NetLink Trust, on a joint and several basis, unless otherwise specified
in this Licence.
(M)

On 22 November 2018 and 21 January 2019, the Authority, in exercise
of its powers under Section 7 of the Act, modified the terms and
conditions of the Licence, which took effect on 21 January 2019.

(N)

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by
all parties concerned as the Licence.

Modified on 21 January 2019

1.

Period of Licence

1.1

The Licence shall come into force on the date hereof and shall be valid
until 31 March 2034, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in
accordance with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority
thinks fit and subject to such terms and conditions as may be specified
by the Authority under Section 5 of the Act.

1A.

Continuing Obligations

1A.1

Notwithstanding the transfer of the Licence from CityNet to NetLink
Management Pte Ltd, and now held by the Licensee, the Licensee shall
continue to be responsible, and liable to the Authority, for any
obligations and responsibilities to be discharged by CityNet or NetLink
Management Pte Ltd (including without limitation any contravention of
the Licence by CityNet or NetLink Management Pte Ltd, and/or any
failure by CityNet or NetLink Management Pte Ltd to comply with its
regulatory obligations arising therefrom) on or before the Licence
Transfer Date and/or Joint Licensing Date.

1B.

Joint and Several Obligations

1B.1

Unless expressly provided otherwise, any obligations which are to be
observed and performed by the Licensee shall, at any time at which the
Licensee is more than one person, be joint and several obligations.

1B.2

Where the Licensee is more than one person, the Authority may take
action against, or release or compromise the liability of, or grant time or
other indulgence to, any one such person, without affecting the liability
of the other person who constitutes, or persons who together constitute,
the Licensee.

2.

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on
the audited annual gross turnover (“AGTO”) for the provision of the
services during NetLink NBN Trust’s financial year, which would

Modified on 21 January 2019

include the audited AGTO for the provision of services during NetLink
Trust’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $200,000;

(b)

0.8% of such amount of the audited AGTO that is more than $50
million up to $100 million, for the provision of the services during
NetLink NBN Trust’s financial year; and

(c)

1% of such amount of the audited AGTO that is more than $100
million, for the provision of the services during NetLink NBN
Trust’s financial year.

The Authority requires that the Licensee submits additional AGTO for
the computation of the annual fee payable by the Licensee if the audited
AGTO for the provision of the services during NetLink NBN Trust’s
financial year does not include the audited AGTO for the provision of
services during NetLink Trust’s financial year.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the
Licence is terminated or cancelled at any time during the term of the
Licence.

2.3

For the first year of operation, the minimum annual licence fee of
$200,000 shall be payable by CityNet within two (2) weeks of the grant
of the Licence and shall be adjusted at the end of the CityNet’s financial
year based on the CityNet’s audited accounts submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last
available audited accounts of NetLink NBN Trust shall be paid in
advance on the first day of NetLink NBN Trust’s financial year, subject
to the minimum fee of $200,000 and subject to adjustment when more
recent audited accounts of NetLink NBN Trust are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to the Authority interest
on the amount from time to time outstanding in respect of the overdue
sum for the period beginning on (and including) its due date and ending
on (and excluding) the date of its receipt in full by the Authority, which

Modified on 21 January 2019

interest shall accrue from day to day and shall be calculated on the basis
of the actual number of days elapsed and a three hundred and sixty-five
(365) day year. The applicable rate of interest shall be the average of the
prevailing prime lending rates of the banks and finance companies
quoted and published by the Monetary Authority of Singapore. For the
avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement,
not later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by the Authority for breach of
Condition 2.6 or this Condition 2.7.

3.

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to
any person or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which
the Authority at its discretion may impose.

4.

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in
Schedule A (hereinafter referred to as the “Systems”), for the provision of
the services as described in Schedule B (hereinafter referred to as the
“Services”), subject to the specific terms and conditions set out in
Schedule C. The Licensee shall not operate or provide any system or
service not described in Schedules A and B except with the prior written
approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide

Modified on 21 January 2019

the Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.
5.

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this
Licence, the Licensee shall abide by the proposals of OpenNet, CityNet
and NetLink Management Pte Ltd as well as their proposals on network
rollout, range of services, quality of service standards, pricing and
service provisioning schemes and any other commitments as submitted
to the Authority in the respective licence applications.

Modified on 21 January 2019

PART II: BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE
6.

Basic Obligation to Support Public Telecommunication Licensees

6.1

The Licensee shall establish, install, maintain and operate the Systems
and shall:
(a)

where the Licensee has available ducts and associated manholes,
provide access to and use of such ducts and manholes; and

(b)

where the Licensee has no available ducts and associated manholes,
procure or deploy such ducts and manholes and provide access to
and use thereof,

to any Public Telecommunication Licensee designated by the Authority
under Section 6 of the Act that requests the Licensee for such ducts and
associated manholes (as the case may be).
7.

Universal Service Obligation

7.1

The Licensee shall establish, install, maintain and operate the Systems
and shall provide, through or with the use of the Systems, the Mandated
Services to any Qualifying Person in Singapore who requests the
provision of such services to any of the following locations in mainland
Singapore and connected Singapore islands:
(a)

all Physical Addresses; and

(b)

all other locations as may be reasonably requested

on and from 1 January 2013.
7.2

In this Condition, “Mandated Services”, “Physical Addresses” and
“Qualifying Person” shall have the meaning set out in Schedule C.

8.

Provision of International Services

8.1

The Licensee shall take all reasonable steps to provide to any person to
whom it provides telecommunication services, full connection by means
of the Systems to international telecommunication services, unless the

Modified on 21 January 2019

Authority is satisfied that for any of the reasons set out in Condition 43,
it would be unreasonable for the Licensee to do so.
9.

Public Emergency Call Services

9.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones,

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying them of any emergency.
10.

Public Maritime Emergency Services

10.1

The Authority reserves the right to require the Licensee to ensure that it
is possible for any person to contact at any time and without charge,
distress, urgency and safety services for shipping for the purpose of
notifying them of an emergency and shall, subject to fair and proper
payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress,
urgency and safety services in accordance with the Radio Regulations of
the International Telecommunications Union.

11.

Co-operation with Civil/Public Bodies

11.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

12.

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance
with Section 9 of the Act, submit for the Authority’s approval all
telecommunication
infrastructure,
technology
and
any
telecommunication equipment which is part of the Systems or which is
to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time
for any other telecommunication equipment to be used in the operation
of the Systems for which the approval has not been granted under
Section 9 of the Act, whether such other equipment is in addition to or
intended to replace the existing equipment or part thereof.

13.

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the
operation of any radio-communication stations comprised in the
Systems and shall abide by any conditions imposed thereunder,
including the payment of station licence fees and frequency fees for the
allocation and management of frequencies by the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be
submitted in writing for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on
the height of the antenna of any radio-communication station comprised
in the Systems.

14.

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of
radio frequencies and shall, subject to payment of the required frequency
fees, be provided with the necessary frequencies to enable the effective

Modified on 21 January 2019

and efficient operation of the Systems and the provision of the Services
by the Licensee.
14.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands.
The Licensee shall also take appropriate measures to ensure that its
Systems are adequately protected from interference that may be caused
by networks operating in the same band or in other bands.

15.

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering
Plan and the Authority’s framework and guidelines on the usage,
allocation and assignment of numbers. The Licensee shall, in its
submission to the Authority, justify the use of numbers and shall, subject
to payment of the required fees for Golden Numbers, be provided with
the necessary numbers to enable the effective and efficient operation of
the Systems and provision of Services. The Licensee shall take all
necessary steps to ensure that the numbers assigned are efficiently
utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority
and the Licensee shall have no proprietary right to any of the number(s)
assigned. The Licensee shall take all necessary steps to ensure that the
number(s) assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s)
given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to
the alteration or reallocation of such number(s).

Modified on 21 January 2019

PART IV:ACCESS AND INTERCONNECTION OBLIGATIONS
16.

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to
provide facilities-based operations, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an
access charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection &
access framework, arrangements and requirements, including codes of
practice, directions and notifications which the Authority may issue from
time to time.

17.

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

17.3

(a)

any equipment approved or exempted from approval by the
Authority for connection to the Systems; and

(b)

any public or private telecommunication systems approved or
licensed by the Authority which systems also meet any other
requirements, which the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or
refuse to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or
licensing by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to
that effect to the person who has under his control such equipment
or system.

The terms and conditions for the connection of equipment or systems to
the Systems of the Licensee shall be determined by agreement between

Modified on 21 January 2019

the Licensee and the owner or operator of the equipment or system
except in so far as the conditions are prescribed in the Act or in this
Licence. In the event that the parties cannot reach an agreement, the
matter shall be determined by the Authority whose decision shall be
final.
18.

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ
any arrangements for the connection of equipment or systems to the
Systems other than those set by the Authority. In particular, the Licensee
shall not, except where the Authority is satisfied that it is reasonable,
exercise any Intellectual Property Rights which it owns or is licensed to
use in a manner which prevents or inhibits the connection of approved
equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without
prejudice to its generality, the rights to patents, trademarks, designs,
know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic,
manipulate the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access
Message on the ITU-T Signalling System Number 7 ISDN User
Part signalling should be set to the value “1” to identify an
international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall
route such international incoming calls on specified circuits.

Modified on 21 January 2019

19.

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify
all parties affected of any changes it intends to implement in the
specification or performance of the Systems which would require
changes to any equipment or systems connected to the Systems or which
would have the effect of making such connections inoperable. The
period of notice given shall be appropriate to the likely impact on the
parties affected and on connected equipment or systems and shall be
decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to
in Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its
own systems in order to connect its systems to the Systems, and notifies
the Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

20.

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice,
directions and notifications which the Authority may issue from time to
time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national
and/or public interest or otherwise, the Authority shall inform the
licensees accordingly so that licensees can make the necessary
arrangements before submitting their infrastructure sharing plans to the
Authority for approval. The Licensee shall share infrastructure whenever
and wherever mandated by the Authority in accordance with the
framework for facilities sharing and deployment, including codes of
practice.

21.

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and
the relevant authorities on its underground telecommunication systems

Modified on 21 January 2019

in Singapore, including the provision of information on such systems in
the format specified by the authorities.

Modified on 21 January 2019

PART V: SERVICE OBLIGATIONS
22.

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements
and Quality of Service Standards for the Services provided by the
Licensee with which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain
separate financial data and accounts for the Services and shall submit on
request these data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its
schemes of service, including non-price terms and conditions for the
provisioning of the Services and price schemes with the Authority before
commercial launch or announcement of such Services.

23.

Publication of Charges, Terms and Conditions and Other
Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any
other commercial and technical services and such other information as
the Authority may require the Licensee to publish in relation to the
Services.

24.

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of
practice or guidelines issued by the Authority in relation to the use of
subscriber information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant
law enforcement or security agencies in the exercise of their functions
and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

25.

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the
Authority as well as any additional or supplemental guidelines, which the
Authority may issue from time to time.

26.

Number Portability

26.1

The Licensee shall implement number portability from commencement
of service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27.

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and
requirements set out in the Accounting Separation Guidelines
established by the Authority, and any additional or supplemental
guidelines issued by the Authority from time to time.

28.

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise
undue discrimination against any person or class of persons in, inter alia,
the price and performance characteristics of the Services provided or the
terms and conditions under which the Services are provided. In
particular, the Licensee shall not give any undue preference to, or receive
an unfair advantage from, a business carried on by it or an associated or
affiliated company, service or person, if the Authority is of the opinion
that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or
substantially restricted.

Modified on 21 January 2019

29.

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30.

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a
person running an Authorised Overseas System on terms or conditions
which unfairly preclude or restrict, to the detriment of the national and/or
public interest, the provision of any international telecommunication
services by any person licensed by the Authority to provide those
services.

30.2

In this Condition, “Authorised Overseas System” means a system, which
is recognised by the Government of any competent authority of a foreign
country as authorised to provide telecommunication services by or
through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement
and/or approval to the arrangements reached with other licensees, before
implementation.

31.

Contracts with Third Parties to Operate or Provide Licensed
Systems or Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect
of which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or
privileges under this Licence, or which would otherwise result in a
breach or circumvention of Condition 3.1, the Licensee shall seek the
Authority’s approval for the joint venture, association, contract or
arrangement in question.

Modified on 21 January 2019

31.2

The Authority may direct at any time the Licensee to effect any changes
it deems necessary in the terms and conditions of the joint venture,
association, contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in
Condition 31.2, the Authority may direct the Licensee to terminate any
such joint venture, association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee
to obtain the approval of the Authority for the appointment of agents or
for the employment of independent contractors or sub-contractors to
carry out any works or provide any services which enable the Licensee
to discharge its duties and obligations under this Licence provided that
the Licensee shall be liable to the Authority for any act, omission,
default, neglect or otherwise of the agents and independent contractors
or sub-contractors in carrying out any such works or providing any such
services.

32.

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman,
Board of Directors or Chief Executive Officer and shall for this purpose
provide the Authority with details of any such change and any further
information requested by the Authority.

33.

Direction and Action by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise
of its powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not
during the currency and after the expiry, termination or cancellation of
the Licence disclose or permit the disclosure of any of the said directions

Modified on 21 January 2019

to any person not authorised to receive the same without the prior written
consent of the Chief Executive Officer of the Authority. The Licensee
shall further take all reasonable precautions in dealing with the said
directions so as to prevent any unauthorised person from having access
to the same.
33.4

For the avoidance of doubt, where the Licensee is more than one person,
a direction referred to in Condition 33.1 may be issued by the Authority:
(a)

on a joint and several basis to the Licensee, in which case all such
persons who are the Licensee shall be jointly and severally
obligated to comply with the direction; and/or

(b)

to any one such person individually.

33.5

Where the Licensee is more than one person, any decision or action
(including any enforcement action) taken by the Authority against the
Licensee pursuant to its powers under the Info-communications Media
Development Authority Act 2016 (No. 22 of 2016) and/or the
Telecommunications Act (Cap. 323) and any other relevant laws,
regulations, notices, and/or regulatory instruments (including codes of
practice, and/or guidelines), may be on a joint and/or several basis
against all such persons who are the Licensee, or to any one such person
individually.

34.

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
licensees on matters relating to the requirements of this Licence or the
Act, the matter shall be determined by the Authority whose decision
shall be binding on all parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35.

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document or
information within its knowledge, custody or control, which the
Authority may, by notice or direction require. The Licensee undertakes

Modified on 21 January 2019

to the Authority that any such document and information provided to the
Authority shall be true, accurate and complete.
35.2

For the purposes of ensuring the Licensee’s compliance with the
conditions of the Licence, the Authority may from time to time require
the Licensee to arrange at its own expense, for a separate and
independent audit of its activities. The Licensee shall, at the Authority’s
request, submit the audited accounts and reports prepared under this
Condition 35.2 to the Authority for inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and
information furnished to or so required by the Authority pursuant to
Condition 35.1, as well as the fact that the Authority has requested such
document or information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority
deems fit.

35.5

Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the
business, commercial or financial affairs of the Licensee or which
disclosure would or could reasonably be expected to adversely affect the
Licensee’s lawful business, commercial or financial affairs, the
Authority will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before the Authority makes a
final decision whether to disclose the information.

36.

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

Modified on 21 January 2019

36.3

The Authority may, from time to time, require the Licensee to submit to
the Authority for approval any changes to any telecommunication
system, installation or plant and any service plans, together with such
technical and non-technical information as may be required by the
Authority, at least one (1) month before such change is intended to be
implemented.

37.

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties
and obligations under this Licence in a manner, which is consistent with
the Government’s obligations under any Convention, Agreement,
Arrangement or Treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
Convention, Agreement, Arrangement or Treaty to which Condition
37.1 applies for its compliance.

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8
of the Act.

39.

Variation of Terms of Licence

39.1

The Authority may vary or amend any of the terms of this Licence in
accordance with, and under the procedure by Section 7 of the Act.

40.

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act,
by notice in writing given to the Licensee, suspend or cancel the Licence
in whole or in part, or impose a financial penalty in such amounts as the
Authority thinks fit.

40.2

Where the Licensee is more than one person, the Authority may, in the
circumstances referred to in Condition 40.1, suspend or cancel the
Licence insofar as it applies to one of those persons, in which case the
Licence shall continue to have effect in respect of the other person who
constitutes, or persons who together constitute, the Licensee and in
relation to whom it is not suspended or cancelled.

41.

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate this Licence or cease
its operation of the Systems or the provision of any of the Services, the
Licensee shall seek the Authority’s approval in writing at least one (1)
year in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any
service disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of
the Services until the Authority’s written approval has been obtained under

Modified on 21 January 2019

Condition 41.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.
42.

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be
without prejudice to the rights and remedies which may accrue to the
Licensee or the Authority under the Licence or any written law as at the
date of termination except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

42.2

For the avoidance of doubt, where the Licensee is more than one person,
and the Licence is suspended, cancelled or otherwise terminated insofar
as it applies to one of those persons, Condition 42.1 shall apply in respect
of such person individually.

43.

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its
obligations in this Licence if and to the extent that the Authority is
satisfied that it is prevented from complying with those obligations for
the following reasons:
(a)

malfunction or failure of any equipment where the Authority
determines that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond
the Licensee’s reasonable control and which notwithstanding the
exercise by it of reasonable diligence and foresight, the Licensee
was unable to prevent or overcome,

provided that the Licensee shall use all reasonable endeavours to resolve
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon
as the factor(s) which prevented the performance thereof is resolved.

Modified on 21 January 2019

44.

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but
not limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any
other treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from
its obligations to obtain any other right, licence, permit or approval that
may be required under any written law in force in Singapore.

45.

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46.

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to
have been given if sent by hand or pre-paid post or by facsimile to the
Licensee’s registered address as lodged with the Accounting and
Corporate Regulatory Authority.

46.2

Where the Licensee is more than one person, a notice given to one of
those persons shall be deemed to have been given to all the persons who
together constitute the Licensee.

Modified on 21 January 2019

47.

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held
invalid, unenforceable or illegal for any reason, the remainder of the
Licence shall remain in full force in every respect.

Issued on 22 September 2011

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulations & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the
plural or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of
reference only and are not part of this Licence and shall not in any way
affect the interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning
as it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations
made thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are
revoked or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include
natural and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to
be denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other
rules or documents promulgated by the Authority shall be read as reference
to such as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY THE LICENSEE

[Licensee specific details have been removed]

Amended on 19 July 2017

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY THE LICENSEE

[Licensee specific details have been removed]

Amended on 19 July 2017

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS
1.

Definitions and Interpretation

1.1

For the purposes of this Schedule, the words and expressions listed below shall
have the meanings assigned to them except where the context otherwise requires:
(a)

“Ancillary Mandated Services” means any services ancillary to and
reasonably required for the provision of any service (including without
limitation any Basic Mandated Service) that is provided using the Fibre
Network including without limitation the services listed in paragraph 4.2 of
this Schedule;

(b)

“Ancillary Mandated Services Qualifying Person” means any person
licensed by the Authority to provide facilities-based operations or servicebased operations or any broadcasting licensees excluding persons licensed
under a class licence pursuant to section 9 of the Broadcasting Act (Cap.
28) who intends to acquire or has acquired the provision of any service
(including without limitation any Basic Mandated Service) that is provided
using the Fibre Network;

(c)

“Assets” has the meaning given to that term in paragraph 10.2(a) of this
Schedule;

(d)

“Associate” has the meaning given to that term in paragraph 2.2(b) of this
Schedule;

(e)

“Basic Mandated Services” means the services listed in paragraph 4.1 of
this Schedule;

(f)

“Basic Mandated Services Qualifying Persons” means persons licensed
by the Authority to provide facilities-based operations;

(g)

“broadcasting licensee” means any holder of a licence granted under the
Broadcasting Act (Cap. 28) but excludes class licensees;

(h)

“Building” means a building or development which has an assigned sixdigit postal code by Singapore Post Limited;

(i)

“Business Continuity Plan” or “BCP” means the business continuity plan
approved pursuant to paragraph 10 of this Schedule;

Amended on 19 July 2017

(j)

“Business Support System” or “BSS” means the electronic system used to
run a party’s business operations and which is typically linked to an OSS in
support of end-to-end services;

(k)

“Central Office” or “CO” means a location or building where the Licensee
provides access to the passive infrastructure and co-location facilities;

(l)

“Co-location Services” means the provision of co-location space and
services within a CO as specified in the Network Specifications used or to
be used for the purposes of connecting to the Fibre Network and the
provisioning of services over the Fibre Network to a significant portion of
the End-User base;

(m)

“Connection” means the wired component of the Fibre Network to a
Physical Address or a Non-Building Address Point;

(n)

“Connectivity Point” means a point, at a Physical Address or at any NonBuilding Address Point, which is used as a distribution point at which
Wirelines are terminated and/or cross-connected, including without
limitation:
(i)

MDFs in COs, TERs, MDF Rooms, DFs in Outdoor Cabinets,
manholes;

(ii) Termination Points in Residential Premises and Non-Residential
Premises;
(iii) Termination Points in Non-Building Address Points e.g. bus-stops,
lamp posts; and
(iv) Distribution Points;
(o)

“Contract” means the contract between the Authority and OpenNet dated
20 October 2008 entered into pursuant to the RFP, which was replaced by
a Deed of Undertaking provided by CityNet to the Authority on 1 October
2014. Any references to the Contract on or after 1 October 2014 would be
to the Deed of Undertaking as appropriate;

(p)

“Control and Ownership Restrictions” means the restrictions as set out
under paragraph 2 of this Schedule;

(q)

“Controlled Entity” means the entity under the Effective Control of a
Controlling Entity;

(r)

“Controlling Entity” means the entity or entities having the ability to
exercise Effective Control over a Controlled Entity;

Amended on 19 July 2017

(s)

“Customised Agreement” means an agreement for the provision of
Mandated Services on prices, terms and conditions that differ from the
prices, terms and/or conditions of the ICO;

(t)

“Distribution Frame” or “DF” means a frame at which Wirelines are
terminated and where interconnections of such Wirelines are made;

(u)

“Distribution Point” or “DP” means the intermediate point at each floor in
a Building where Wirelines from the nearest MDF Room must pass or
terminate, en route to the premises on that floor;

(v)

“Duct Systems” refers to the system of ducts and manholes as described in
Schedule A;

(w)

‘‘Effective Control’’ means the ability of a Controlling Entity to cause a
Controlled Entity to take, or prevent the Controlled Entity from taking, a
decision regarding the management and major operating decisions of the
Controlled Entity, and without limitation, includes the situation where such
ability –
(i)

is exercisable by the Controlling Entity through direct or indirect
voting power in the Controlled Entity; or

(ii) is exercisable on the basis of rights acquired via contracts,
agreements or any other arrangements entered into between the
Controlling Entity and the Controlled Entity;
(x)

“End-User” means a business or residential subscriber of any retail
telecommunication service in Singapore;

(y)

“End-User Premise” means a Residential Premise or Non-Residential
Premise situated in Singapore and connected islands;

(z)

“Fair Market Value” means the amount at which an asset or liability could
be exchanged in any arms length transaction between informed and willing
parties, other than in a forced or liquidation sale;

(aa)

“Fibre Network” means the nationwide fibre network as described in
Schedule A;

(bb)

“First Termination Point” or “1st TP” means the network point within an
End-User Premise, at which the Fibre Network is terminated, that is nearest
to the point of entry of that End-User Premise;

(cc)

“Geographic Information System” or “GIS” means a system of computer
hardware, software and processes designed to efficiently capture, store,

Amended on 19 July 2017

update, manipulate, analyse and display geographically referenced
information;
(dd)

“ICO” means the standard interconnection offer submitted by the Licensee
and approved by the Authority;

(ee)

“Layer 1 Redundancy” means the Layer 1 connectivity which provides
redundant Connection or connection between two Connectivity Points;

(ff)

“Layer 1 Services” means Layer 1 connectivity services as specified in the
Network Specifications other than that provided as part of Layer 1
Redundancy;

(gg)

“Management” means the persons occupying the following positions or
their equivalent thereof:
(i)

Chief Executive Officer;

(ii) Chief Operating Officer;
(iii) Chief Financial Officer;
(iv) Managing Director;
(v)

Company Secretary; and

(vi) all executives directly reporting to the Chief Executive Officer;
(hh)

“Mandated Services” means the Basic Mandated Services, the Ancillary
Mandated Services and such other services that the Authority may specify;

(ii)

“Main Distribution Frame” or “MDF” means a frame which is used as
the main distribution point for all Wirelines within a Building or building
development on which incoming main Wirelines and the local distribution
Wirelines are terminated and cross-connected;

(jj)

“Main Distribution Frame Room” or “MDF Room” means a room
within a Building or building development which is used to house the Main
Distribution Frame and associated Plant, or its equivalent;

(kk)

“NBAP Distribution Point” or “NBAP DP” means a termination point at
an NBAP whereby Layer 1 Services can be obtained on a per-segment
basis, usually served by a dedicated Wireline from the CO to that point, or
means a point between a CO and one or more NBAP TP(s) whereby
splitting occurs for the purpose of serving this/these NBAP TP(s);

(ll)

“NBAP Termination Point” or “NBAP TP” means a termination point at
an NBAP whereby Layer 1 Services can be obtained;

Amended on 19 July 2017

(mm) “NetCo Interconnection Code” means the Code of Practice for Next
Generation National Broadband Network NetCo Interconnection;
(nn)

“Network Sites” means all the sites on which any part of the Fibre Network
is installed;

(oo)

“Network Specifications” means the technical requirements specified in
the Contract;

(pp)

“Non-Building Address Point” or “NBAP” means a location in mainland
Singapore or connected islands other than a Physical Address;

(qq)

“Non-Residential Premise” means any premise other than a Residential
Premise;

(rr)

“Operations Support System” or “OSS” means the operations support
system used in the maintenance of network inventory, provisioning of
services and management of faults;

(ss)

“OSS/BSS Connection Service” means a service offered by the Licensee
in which the OSS/BSS of a Qualifying Person is interconnected with the
Licensee’s OSS/BSS, for the direct, fully electronic interchange of data
relating or relevant to the Qualifying Person;

(tt)

“Outdoor Cabinet” means any outside enclosure or equivalent for
terminating and patching Wirelines;

(uu)

“Patching Services” means patching, splitting and splicing services as
specified in the Network Specifications;

(vv)

“Physical Addresses” means Residential Premises and Non-Residential
Premises located in mainland Singapore or connected islands;

(ww) “Plant” means any installation, facility or system used or intended for use
in connection with telecommunications, including machinery, equipment,
ducts, pipes and Wirelines;
(xx)

“Platform” has the meaning given to that term in section 7.1(b) of the
NetCo Interconnection Code;

(yy)

“Proposed BCP” means the business continuity plan submitted by the
Licensee under paragraph 10.1 of this Schedule;

(zz)

“Qualifying Persons” means the Basic Mandated Services Qualifying
Persons and the Ancillary Mandated Services Qualifying Persons and a

Amended on 19 July 2017

“Qualifying Person” means any one of the Basic Mandated Services
Qualifying Persons or Ancillary Mandated Services Qualifying Persons;
(aaa) “Relevant Licensee” means a telecommunication licensee or broadcasting
licensee, and/or its Subsidiaries.
(bbb) “Residential Premise” means a premise designed or adapted or used for
human habitation of a residential nature. In the event of any doubt as to
whether a premise is of residential nature, the classification which the
Inland Revenue Authority of Singapore applies to that premise for tax
purposes shall be final and conclusive;
(ccc) “RFP” means the Request for Proposal for Singapore’s Next Generation
National Broadband Network – Network Company (NetCo) issued by the
Authority on 11 December 2007, including all subsequent addenda and
amendments thereto;
(ddd) “Subsidiaries” has the meaning given to that term in the Companies Act
(Cap. 50);
(eee) “Systems Sites” has the meaning given to that term in paragraph 10.2(b) of
this Schedule;
(fff)

“Telecommunication Equipment Room” or “TER” means the room
within a Building or building development that is used to house Plant for
the provision of telecommunication services;

(ggg) “telecommunication licensee” means any holder of a licence granted under
the Act for the provision of facilities-based operations and/or services-based
operations;
(hhh) “Termination Date” means the final day of any notice to terminate this
Licence given by the Authority;
(iii)

“Termination Point” or “TP” means any network point within an EndUser Premise at which the Fibre Network is terminated;

(jjj)

“Third Party Contracts” has the meaning given to that term in paragraph
12.3(a) of this Schedule;

(kkk) “Website” has the meaning given to that term in section 7.1(a) of the NetCo
Interconnection Code; and
(lll)

“Wireline” means the physical media used to transmit digital or analogue
signals, e.g. optical fibre.

Amended on 19 July 2017

1.2

For the avoidance of doubt, where the Licensee is more than one entity, the
obligations and restrictions in this Schedule shall apply to all such persons who
are the Licensee on a joint and several basis.

1.3

Without prejudice to paragraph 1.2 of this Schedule, references to “any other
telecommunication licensee or broadcasting licensee” shall not include such
persons who are the Licensee, NetLink NBN Trust or NetLink Trust.

2.1

Control and Ownership Restrictions

2.1

The Licensee shall ensure that it:

2.2

(a)

acting alone or in concert with its Associates, has no Effective Control over
any other telecommunication licensee or broadcasting licensee;

(b)

is not under the Effective Control of any other telecommunication licensee
or broadcasting licensee, whether acting alone or in concert with its
Associates; and

(c)

is not under the Effective Control of the same Controlling Entity, acting
alone or in concert with its Associates, as any other telecommunication
licensee or broadcasting licensee.

For the purposes of paragraph 2.1 above,
(a)

An entity and its Associate are presumed to be “acting in concert” with each
other unless the contrary is established. An entity is “acting in concert with
its Associate” where, pursuant to an agreement or understanding (whether
formal or informal), the parties co-operate through any means to hold or
exercise Effective Control over another entity;

(b)

An Entity A, is an “Associate” of another Entity B, if:
(i)

A is the spouse or a parent, remoter lineal ancestor or step-parent or a
son, daughter, remoter issue, step-son or step-daughter or a brother or
sister, of B;

(ii) A is a corporation whose directors are accustomed or under an
obligation, whether formal or informal, to act in accordance with the
directions, instructions or wishes of B or, where B is a corporation, of
the directors of B;
(iii) B is a corporation whose directors are accustomed or under an
obligation, whether formal or informal, to act in accordance with the
directions, instructions or wishes of A or, where A is a corporation, of
the directors of A;
Amended on 19 July 2017

(iv) A is a person who is accustomed or under an obligation, whether
formal or informal, to act in accordance with the directions,
instructions or wishes of B or, where B is a corporation, of the
directors of B;
(v)

B is a person who is accustomed or under an obligation, whether
formal or informal, to act in accordance with the directions,
instructions or wishes of A or, where A is a corporation, of the
directors of A;

(vi) A is a related corporation of B;
(vii) A is a corporation in which B, alone or together with other associates
of B as described in sub-paragraphs (ii) to (vi), is in a position to
control not less than 30%, as the case may be, of the voting power in
A;
(viii) B is a corporation in which A, alone or together with other associates
of A as described in sub-paragraphs (ii) to (vi), is in a position to
control not less than 30%, as the case may be, of the voting power in
B; or
(ix) A is a person with whom B has an agreement or arrangement, whether
oral or in writing and whether express or implied, to act together with
respect to the acquisition, holding or disposal of shares or other
interests in, or with respect to the exercise of their voting power in
relation to, the telecommunication licensee or holder of a broadcasting
licence (as the case may be).
2.3

The Licensee must obtain the Authority’s prior approval for:
(a)

where the Licensee manages and operates a business trust or trust (as the
case may be):
(i)

any winding up, or application for the winding up of, such business
trust or trust (as the case may be);

(ii)

any amalgamation, reconstruction, or change to the structure or setup of such business trust or trust (as the case may be), or the manner
in which the property of such business trust or trust (as the case may
be) is held;

(iii)

any merger of the business trust or trust (as the case may be) with
any other entity; and

Amended on 19 July 2017

(iv)

engaging in, carrying out, and/or approving any matters requiring
the Authority’s prior approval under the trust deed constituting such
business trust or trust (as the case may be).

(b)

where the Licensee manages and operates a business trust, any deregistration of such business trust under the Business Trusts Act (Cap.
31A); and

(c)

any appointment of any other telecommunication licensee or broadcasting
licensee (and/or their Associates) as the Licensee’s contractor.

2.4A NetLink NBN Management Pte Ltd’s Board of Directors:
(a)

shall adhere to the following restrictions:
(i)

for so long as a Relevant Licensee has an interest in 5% or more, but
less than 20%, of the units in NetLink NBN Trust (the “Relevant
Percentage”), no more than one director or the Relevant Percentage
of the directors (rounded down to the nearest whole number) of the
NetLink NBN Management Pte Ltd Board of Directors may be a
nominee of that Relevant Licensee, to the NetLink NBN
Management Pte Ltd Board of Directors; and

(ii)

for so long as a Relevant Licensee has an interest in 20% or more of
the units in NetLink NBN Trust, no more than 25% of the directors
(rounded down to the nearest whole number) of the NetLink NBN
Management Pte Ltd Board of Directors may be a nominee of that
Relevant Licensee, to the NetLink NBN Management Pte Ltd Board
of Directors.

(b)

shall be chaired by a person who does not have responsibilities for, or
within, any other telecommunication licensee or broadcasting licensee;
and

(c)

shall direct NetLink NBN Management Pte Ltd in a way designed to
secure compliance with the Control and Ownership Restrictions.

2.4B NetLink Management Pte Ltd’s Board of Directors shall:
(a)

comprise wholly of directors who must be independent from the
management and business relationships with any Relevant Licensee
(other than NetLink NBN Trust, NetLink Trust, NetLink NBN
Management Pte Ltd and/or NetLink Management Pte Ltd) (which for
the avoidance of doubt shall include the director not having

Amended on 19 July 2017

responsibilities for, or within, any Relevant Licensee, other than NetLink
NBN Trust, NetLink Trust, NetLink NBN Management Pte Ltd and/or
NetLink Management Pte Ltd); and
(b)
2.5

2.6

direct NetLink Management Pte Ltd in a way designed to secure
compliance with the Control and Ownership Restrictions.

The Licensee’s Management shall:
(a)

be wholly independent and separate from the Management of any other
telecommunication licensee or broadcasting licensee;

(b)

work solely on matters pertaining to the Licensee and shall not have
responsibilities for, or within, any other telecommunication licensee or
broadcasting licensee; and

(c)

manage the Licensee in a way designed to secure compliance with the
Control and Ownership Restrictions.

The Licensee shall:
(a)

ensure that its employees do not work for any other telecommunication
licensee or broadcasting licensee in any capacity whatsoever; and

(b)

ensure that the employees of other telecommunication licensee or
broadcasting licensee do not work for the Licensee in any capacity
whatsoever.

2.7

Save as permitted under paragraph 2.4, but at all times subject to paragraphs 2.4
to 2.6, the Licensee shall not enter into any formal or informal arrangements
with any other telecommunication licensee or broadcasting licensee pertaining
to the transfer, sharing, attachment or secondment of any of their respective
Directors, Management or employees amongst themselves. For the avoidance of
doubt, nothing herein shall preclude the Licensee from employing a person who
was previously employed by a telecommunication licensee or broadcasting
licensee so long as there is no reasonable likelihood of such person continuing
to act under the control, direction or influence of such other telecommunication
licensee or broadcasting licensee in any way.

2.8

All remuneration schemes and incentive schemes for the Licensee’s Board of
Directors, Management and employees shall be aligned solely with the
Licensee’s business and must reflect solely the objectives and performance of
the Licensee. Such remuneration and incentive schemes must not comprise any

Amended on 19 July 2017

incentives that are directly or indirectly linked to the performance of any other
telecommunication licensee or broadcasting licensee.
2.9

The Licensee shall put in place policies which shall minimally include the
imposition of limits on the total financial interest that its employees may have at
any one time in any other telecommunication licensee or broadcasting licensee
(including interest held in shares or share options from their previous
employment with such telecommunication licensee or broadcasting licensee or
otherwise), and the processes and procedures to address the retention,
acquisition and/or the disposal of shares (which reference shall include share
options) in such telecommunication licensee or broadcasting licensee above the
imposed limits. For the avoidance of doubt, such limits must be reasonably
adequate to ensure that its employees have no incentive to discriminate in favour
of any other telecommunication licensee or broadcasting licensee. The Licensee
shall inform the Authority of the details of such policies (including but not
limited to the financial interest limits) once they are established by the Licensee.
In the event that there is any subsequent change to the policies (including but not
limited to the financial interest limits), the Licensee shall inform the Authority
14 days before such change takes effect.

2.10

The Licensee shall ensure that its employees, agents and contractors are aware of
and comply with the Control and Ownership Restrictions. Without limitation, the
Licensee shall:

2.11

(a)

ensure that its employees, agents and contractors, when making any
decisions in relation to the supply of services, act in good faith and in
what they believe to be in the best interests of the Licensee;

(b)

ensure that its employees, agents and contractors, in doing or omitting to
do anything in relation to the provision of services, act in a way that does
not discriminate in favour of any other telecommunication licensee or
broadcasting licensee;

(c)

carry out regular training programmes to educate its employees, agents
and contractors on the Control and Ownership Restrictions; and

(d)

implement a robust disciplinary regime to address any non-compliance
by its employees, agents and contractors.

The Licensee is required to notify any other telecommunication licensee or
broadcasting licensee and/or its Associates who are looking to acquire:
(a)

at least 25% of the unitholding in NetLink NBN Trust; or

Amended on 19 July 2017

(b)

at least 25% of the shareholding in NetLink NBN Management Pte Ltd,

that no such unitholding and/or shareholding (as the case may be) shall be
acquired, unless the Authority’s prior written approval has been obtained.
2.12

The Licensee shall ensure that any amendment to the trust deeds constituting such
business trust and/or trust (as the case may be) (the “Trust Deeds”):
(a)

in relation to the provisions in the Trust Deeds which are stated to require
the Authority’s approval, such amendment shall not be effected without
the prior approval of the Authority; and

(b)

shall be notified to the Authority.

3.

Restrictions on services offered by the Licensee

3.1

The Licensee shall not offer for sale, sell or otherwise provide retail
telecommunication systems and/or services to any End-User without the
Authority’s prior written approval.

3.2

The Licensee shall not offer for sale, sell or otherwise provide wholesale
transmission services through the Systems or other networks in Singapore without
the Authority’s prior written approval.

3.3

The Licensee shall not offer for sale or sell any broadcasting services.

3.4

Without prejudice to paragraphs 3.1, 3.2 and 3.3 of this Schedule, if the Licensee
wishes to carry on any business or provide any services other than that licensed
under the terms of this Licence in respect of the Systems, the Licensee shall notify
the Authority and, to the satisfaction of the Authority:
(a)

maintain a separate set of accounts in respect of each other business or
service; and

(b)

not offset any amounts stated in one set of accounts against the amounts
stated in another set of accounts.

4.

Mandated Services

4.1

The Licensee shall offer the following Basic Mandated Services to Basic Mandated
Services Qualifying Persons:
(a)

Layer 1 Services:

Amended on 19 July 2017

(i)

between any Connectivity Points within the Fibre Network deployed
by the Licensee, such as:
A) from an MDF in a CO to the 1st TP of a Residential Premise or
a Non-Residential Premise;
B) from an MDF in a CO to an NBAP TP;
C) from an MDF in a CO to an MDF in an MDF Room;
D) from an MDF in a CO to an MDF in an Outdoor Cabinet;
E) from an MDF in an MDF Room to the 1st TP of a Residential
Premise or a Non-Residential Premise;
F) from an MDF in an Outdoor Cabinet to the 1st TP of a
Residential Premise or a Non-Residential Premise;
G) from an MDF in a CO to an MDF in another CO;
H) from an MDF in an MDF Room to a fibre-to-the-building node
at a TER Room/void deck;
I) from a fibre-to-the-building node to a DP;
J) from an MDF in a CO to an NBAP DP serving an NBAP TP;
K) from an NBAP DP to an NBAP TP; and

(ii)
(b)
4.2

4.3

on such other basis as may be approved by the Authority; and

any other services that the Authority may determine to be Basic Mandated
Services.

The Licensee shall offer the Ancillary Mandated Services to the Ancillary
Mandated Services Qualifying Persons including without limitation:
(a)

Co-location Services;

(b)

OSS/BSS Connection Services;

(c)

Patching Services;

(d)

Layer 1 Redundancy; and

(e)

any other services that the Authority may determine to be Ancillary
Mandated Services.

The Licensee may not offer the Mandated Services to any person other than a
Qualifying Person or such other person on such terms and conditions as the
Authority may require.

Amended on 19 July 2017

5.

The ICO

5.1

At the Qualifying Person’s option, the Licensee shall and shall only offer the
Mandated Services to Qualifying Persons:
(a)

on the terms of the ICO;

(b)

on the terms of a Customised Agreement negotiated with the Licensee and
approved by the Authority in accordance with the terms set out in the NetCo
Interconnection Code; or

(c)

on the same terms as an existing Customised Agreement, between the
Licensee and a similarly situated Qualifying Person that has been previously
approved by the Authority in accordance with the terms set out in the NetCo
Interconnection Code. For the purposes of this paragraph, a person licensed
to provide facilities-based operations, a person licensed to provide servicesbased operations and a person licensed to provide broadcasting services will
not be deemed to be similarly situated.

5.2

Failure by the Licensee to specify the prices, terms and conditions of any
requirements necessary to ensure end-to-end connectivity to the Fibre Network
of any Mandated Service shall not affect the Licensee’s obligation to provide or
fulfill such requirements and the costs of providing or fulfilling such
requirements shall be borne by the Licensee unless expressly accounted for in
the ICO. Unless otherwise approved by the Authority, the Licensee shall not
require any additional terms and conditions which the Licensee has not expressly
accounted for in the ICO.

6.

The Authority’s Right to Regulate Prices, Terms and Conditions

6.1

The Authority reserves the right to require the Licensee to offer any service
related to or in connection with the Systems at regulated prices, terms and
conditions.

7.

Network Resiliency and Outage Reporting Requirements

7.1

The Licensee shall use its best endeavours to either repair a fault on the Systems
or replace any part of the Systems on which the fault occurred with a part
equivalent to the affected part before the occurrence of the fault within the
shortest possible timeframe. The Authority reserves the right to establish
network resiliency requirements and outage reporting requirements on the

Amended on 19 July 2017

Licensee with which the Licensee shall comply. For the avoidance of doubt, the
Licensee shall comply with the codes of practice and guidelines issued by the
Authority.

8.

Discontinuation of Operations

8.1

The Licensee shall not hand over the Systems or any part thereof or any of its
records to any other party unless prior written approval has been obtained from
the Authority.

9.

Disposal of Systems

9.1

The Licensee shall notify the Authority at least 30 days in advance of its intended
disposal of more than 5% of the Fibre Network, Duct Systems and/or Central
Offices, by value, or its intended disposal of any assets, which would result in more
than 5% of the Fibre Network, Duct Systems and/or Central Offices, by value,
being disposed of, and obtain the Authority’s written approval prior to proceeding
with such disposal.

9.2

The Licensee shall provide the Authority with a description of the Fibre Network,
Duct Systems and/or Central Offices intended to be disposed of, the potential
effects of the disposal on the ability of the Licensee to continue to operate the
Systems and Services, and the terms of any lease back of such Fibre Network, Duct
Systems and/or Central Offices if relevant.

10.

Business Continuity

10.1 The Licensee shall, within 6 months of the Authority’s direction to do so or by
no later than 36 months prior to the expiry of this Licence, produce and submit
to the Authority for the Authority’s review and approval a business continuity
plan (the “Proposed BCP”) for the orderly transition of the Systems and Services
from the Licensee to the Authority or to such other person(s) as may be
designated by the Authority (“the Authority’s Nominee”) to continue the
operation of the Systems and Services, in any of the following circumstances:
(a)

termination of this Licence by either the Licensee or the Authority; and

(b)

expiration of this Licence.

10.2 The Proposed BCP shall:

Amended on 19 July 2017

(a)

Identify all assets and rights used by the Licensee to operate the Systems
and Services in accordance with this Licence (the “Assets”);

(b)

Identify all the sites on which the Systems are installed or situated (the
“Systems Sites”);

(c)

Include a mechanism for the valuation of the Assets by an independent
expert to be mutually agreed between the Licensee and the Authority,
which valuation shall apply in relation to any acquisition of the Assets or
any parts thereof by the Authority or the Authority’s Nominee;

(d)

Specify the measures and processes that the Licensee will implement to
ensure that the Authority or the Authority’s Nominee shall have all rights
to acquire and use the Assets as may be necessary for the Authority or the
Authority’s Nominee to continue to operate the Systems and Services in
substantially the same manner as was provided by the Licensee during the
most recent 12 month period, including without limitation:
(i)

the contractual measures put in place in any third party contracts
entered into by the Licensee to ensure that the rights of the
Authority or the Authority’s Nominee to acquire and use the
Assets for the purposes of business continuity will not be
prejudiced by the exercise of any rights by such third parties;

(ii)

the process for effecting novation of any third party contracts
relating to the Assets and the operation of the Systems and
Services, as may be necessary to ensure business continuity;

(iii)

the transitional assistance to be provided by the Licensee to the
Authority or the Authority’s Nominee to ensure the smooth
transfer of the Systems to the Authority or the Authority’s
Nominee and the continued operation of the Systems and
Services;

(iv)

the process for ensuring that the Authority or the Authority’s
Nominee will have the right to use all intellectual property rights
and data used by the Licensee to operate the Systems and
Services, including without limitation, any software and knowhow that is used to run the GIS, the Website and the Platform;
and

Amended on 19 July 2017

(v)

Specify the process for the orderly removal from the Systems
Sites of any property or Assets not acquired by the Authority or
the Authority’s Nominee.

10.3 The Authority shall notify the Licensee of any portions of the Proposed BCP that
are rejected and provide the Licensee with a written explanation of the basis for
the rejection and the modifications required to bring the Proposed BCP into
compliance with the Authority’s requirements.
10.4 The Licensee shall have 30 days from the date on which the Authority provides
any written explanation under paragraph 10.3 of this Schedule to submit a
revised Proposed BCP that incorporates the modifications required by the
Authority.
10.5 The Authority may approve the Proposed BCP or require the Licensee to
incorporate specific provisions.
10.6

The Licensee shall update the BCP not less than once each year to reflect any
changes in the Assets and the operation of the Systems and Services (including
making any consequential changes to the BCP in relation to the matters stated in
paragraphs 10.2(a) to (e) as may be necessary) and shall keep the BCP under
continuous review. Following each update, the Licensee shall submit the revised
BCP to the Authority for review in accordance with the requirements and
procedures under paragraphs 10.2 to 10.5, which shall apply mutatis mutandis.

10.7

If the Licensee fails to provide the Authority with a Proposed BCP or revised
BCP (as the case may be) that complies with the Authority’s requirements 12
months before the Termination Date, the Authority shall be entitled to exercise
its rights under paragraph 12 of this Schedule.

11.

Execution of the Business Continuity Plan

11.1 Within 30 days after the Authority approves termination of this Licence in
accordance with the terms of this Licence, the Licensee shall submit to the
Authority a revised BCP that could be implemented immediately for review and
approval.
11.2 The Licensee shall make any changes to the contents of the BCP as reasonably
required by the Authority. Upon the Authority’s approval of the revised BCP,
the Licensee shall implement the BCP and provide transitional assistance in
accordance with the BCP for such period as required.

Amended on 19 July 2017

11.3 Until the Authority’s approval of the BCP, the Licensee shall provide the
transitional assistance in accordance with the last approved version of the BCP
(insofar as it still applies) in good faith to the Authority or the Authority’s
Nominee. Subject to paragraph 11.1 of this Schedule, the Licensee shall ensure
that it is able to implement the BCP at any time.

12.

Cancellation of the Licence for Breach by the Licensee

12.1

Upon approval by the Authority of the BCP under paragraph 11:
(a)

the Licensee shall implement the approved BCP as specified in paragraph
11; or

(b)

where there is no BCP in place or the Licensee fails to satisfactorily
implement the approved BCP, the Authority shall be entitled in its sole and
absolute discretion to either:
(i)

retender the provision of the Mandated Services; or

(ii)

undertake, or procure that the Authority’s Nominee undertakes, the
provision of the Mandated Services.

12.2 The Authority shall be entitled to exercise its rights under more than one of the
sub-paragraphs 12.1(b)(i) or 12.1(b)(ii) above in the event that the Authority is
unsuccessful in completing the necessary acts constituting each option. For
example, the Authority shall be entitled to undertake, or procure that the
Authority’s Nominee undertakes, the provision of the Mandated Services if the
Authority tries but fails to successfully retender the provision of the Mandated
Services.
12.3

In the event that the Authority exercises its rights under paragraphs 12.1(b)(i) or
12.1(b)(i):
(a)

the Licensee shall, where any Third Party Contracts that have been
identified in the BCP as to be novated and that relate exclusively to the
element of the Mandated Services being transferred to the Authority or the
Authority’s Nominee, procure the novation of the Third Party Contracts to
the Authority or the Authority’s Nominee, in each case, if and as directed
by the Authority on the basis set out in the BCP; and

(b)

The Authority or the Authority’s Nominee shall be entitled to acquire at its
option, and the Licensee shall, where the Assets relate exclusively to the
element of the Mandated Services being transferred to the Authority or the

Amended on 19 July 2017

Authority’s Nominee, if so requested by the Authority, sell to the Authority
or the Authority’s Nominee, all of the Assets.
12.4

In the case of a transfer to a person appointed by way of a retender pursuant to
paragraph 12.1(b)(i) or a transfer to the Authority or the Authority’s Nominee
pursuant to paragraph 12.1(b)(ii), the price of the Assets shall be the Fair Market
Value of the Assets as determined by a market valuation conducted by an
independent expert mutually agreed between the Authority and the Licensee.

12.5

The Licensee shall ensure that provision is made in all contracts of any
description whatsoever to ensure that the Licensee will be in a position to enable
the Authority to exercise its rights, and the Licensee will be in a position to
comply with its obligations under this paragraph 12.

13.

Transitional Arrangements

13.1 In the event that the Authority exercises its rights to require the Licensee to
implement the BCP:
(a)

the Licensee shall, where any third party contracts that have been
identified in the BCP as to be novated and that relate exclusively to the
elements of the Systems and Services being transferred to the Authority
or the Authority’s Nominee, procure the novation of such third party
contracts to the Authority or the Authority’s Nominee, in each case, if and
as directed by the Authority on the basis set out in the BCP;

(b)

the Authority or the Authority’s Nominee shall be entitled to acquire at
its option, and the Licensee shall, where the Assets relate exclusively to
the elements of the Systems and Services being transferred to the
Authority or the Authority’s Nominee, if so requested by the Authority,
sell to the Authority or the Authority’s Nominee, all or any part of the
Assets. The price of the Assets shall be the Fair Market Value of the
Assets as determined by a market valuation conducted by an independent
expert mutually agreed between the Authority and the Licensee;

(c)

the Licensee shall co-operate fully with the Authority and the Authority’s
Nominee in order to achieve a smooth transfer of the Systems and
Services to the Authority or the Authority’s Nominee and to avoid or
mitigate insofar as reasonably practicable any inconvenience or any risk
to the health and safety of the employees of the Authority, the Authority’s
Nominee and members of the public;

Amended on 19 July 2017

(d)

the Licensee shall, as soon as practicable after the Termination Date or
earlier if requested to do so by the Authority, remove from the Systems
Sites all property not acquired by the Authority or the Authority’s
Nominee and if it has not done so within 40 days after any notice from
the Authority requiring it to do so the Authority may (without being
responsible for any loss, damage, costs or expenses) remove and sell any
such property and shall hold any proceeds less all costs incurred to the
credit of the Licensee; and

(e)

the Licensee shall, as soon as practicable after the Termination Date or
earlier if requested to do so by the Authority, vacate the Systems Sites
and shall leave the Systems Sites in a safe, clean and orderly condition.

13.2 The Licensee shall provide the assistance above at its own cost and expense.
13.3 The Licensee shall ensure that provision is made in all contracts of any
description whatsoever to ensure that the Licensee will be in a position to enable
the Authority to exercise its rights, and the Licensee will be in a position to
comply with its obligations under this paragraph 13.
13.4

If the Authority elects to retender the provision of the Mandated Services, the
Licensee shall co-operate with the Authority fully in such retendering process,
including but not limited to the following:
(a)

subject to the Authority providing any undertakings reasonably requested
of it in this regard, the Licensee shall provide any information which the
Authority may reasonably require to conduct such competition but, to avoid
doubt, information which is commercially sensitive to the Licensee shall
not be provided (and, for the purpose of this sub-paragraph, commercially
sensitive shall mean information which would if disclosed to a competitor
of the Licensee, give that competitor a competitive advantage over the
Licensee, and thereby prejudice the business of the Licensee); and

(b)

the Licensee shall provide all (or any) participants in such competition
process with access to the Network Sites.

The Licensee shall provide the assistance above at its own cost and expense.

Amended on 19 July 2017

"
48,04e825b5d06b66f3554b5e08e5fb22b3ae016c55,NTT Communications World Network (S) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/NTT.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
NTT COMMUNICATIONS WORLD NETWORKS (S) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 APRIL 2009
RENEWED ON 1 APRIL 2024

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 1 April 2024

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII:
38.
39.
40.
41.
42.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Renewed on 1 April 2024

43.
44.
45.
46.
47.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY NTT
COMMUNICATIONS WORLD NETWORKS (S)
PTE LTD

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY NTT
COMMUNICATIONS WORLD NETWORKS (S)
PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 1 April 2024

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
NTT COMMUNICATIONS WORLD NETWORKS (S) PTE LTD UNDER
SECTION 5 OF THE TELECOMMUNICATIONS ACT 1999

PART I:

THE LICENCE

A.

On 1 April 2009 , the Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
issued this licence (hereinafter referred to as the “Licence”) to NTT Communications
World Networks (S) Pte Ltd (hereinafter referred to as “the Licensee”) a licence to
establish, install and maintain the telecommunication systems and to operate and
provide the telecommunication services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the enactment
of the Info-communications Media Development Authority Act 2016 (the “IMDA
Act”). Section 91(1) of the IMDA Act preserves the validity of the Licence and deems
the Licence as having been granted by the Authority under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its powers
under Section 9 of the Act, modified the terms and conditions of the Licence, which
took effect on 21 January 2019.

D.

On 30 October 2023, the Licensee submitted its confirmation to renew the Licence
which is due to expire on 31 March 2024.

E.

The Authority hereby approves the renewal of the Licence, which for the avoidance
of doubt, shall include all terms and conditions herein and the Schedules annexed
hereto, which shall be collectively referred to and taken by all parties concerned as
the Licence.

Renewed on 1 April 2024

1

Period of Licence

1.1

The Licence is renewed on 1 April 2024 and shall be valid for a period of fifteen (15)
years, unless suspended or cancelled by the Authority in accordance with Condition 40 or
terminated by the Licensee in accordance with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and subject
to such terms and conditions as may be specified by the Authority under Section 5 of the
Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the Licensee’s
financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $50 million up to
$100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the services
during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is terminated
or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall be payable
by the Licensee within two (2) weeks of the grant of the Licence and shall be adjusted at
the end of the Licensee’s financial year based on the Licensee’s audited AGTO submitted
to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited AGTO,
shall be paid in advance on the first day of the Licensee’s financial year, subject to the
minimum fee of $80,000 and subject to adjustment when more recent audited AGTO are
available.

2.5

In the event of a default by the Licensee in the payment of any fee when due under the
Licence, the Licensee shall pay to the Authority interest on the amount from time to time
outstanding in respect of the overdue sum for the period beginning on (and including) its

Renewed on 1 April 2024

due date and ending on (and excluding) the date of its receipt in full by the Authority,
which interest shall accrue from day to day and shall be calculated on the basis of the
actual number of days elapsed and a three hundred and sixty-five (365) day year. The
applicable rate of interest shall be the average of the prevailing prime lending rates of the
banks and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such obligations by reason of
any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later than six
(6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within the
timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties imposed by
the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights, duties,
liabilities, obligations and privileges under this Licence to any person or persons except
with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the Authority at
its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A (herein
referred to as the “Systems”), for the provision of the services as described in Schedule B
(herein referred to as the “Services”), subject to the specific terms and conditions set out
in Schedule C. The Licensee shall not operate or provide any system or service not
described in Schedules A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes changes to
any system and/or service, the Licensee shall provide the Authority such technical and/or
non-technical information as may be required by the Authority within such period as may
be specified by the Authority.

Renewed on 1 April 2024

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the Licensee
shall abide with its proposals on network rollout, range of services, quality of service
standards, pricing and service provisioning schemes, and any other commitments as
submitted to the Authority in its licence application.

Renewed on 1 April 2024

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service (namely 999
or its substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying them of any emergency.

7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is possible for any
person to contact at any time and without charge, distress, urgency and safety services for
shipping for the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory board or
official agency, provide the necessary facilities for distress, urgency and safety services in
accordance with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries, departments,
statutory boards or official agencies in all possible ways to support national security, and
public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated customer
database. The Authority reserves the right to require the Licensee to obtain the
Authority’s prior written approval on any charges it intends to levy for the provision of
the directory enquiry services and the Licensee shall comply with such requirement
imposed.

9.2

The Authority reserves the right to require the Licensee to provide directory enquiry
services for subscribers of other licensees.

Renewed on 1 April 2024

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of the Authority) and at annual
intervals or any other intervals to be agreed with the Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be agreed
with other licensees, provide integrated directories for their subscribers. In the event that
agreement cannot be reached, the matter shall be determined by the Authority, whose
decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees free-of-charge
for the purpose of providing integrated directories and providing integrated directory
enquiry services.

Renewed on 1 April 2024

PART III: TECHNICAL OBLIGATIONS
12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section 11 of
the Act, submit for the Authority’s approval all telecommunication infrastructure,
technology and any telecommunication equipment which is part of the Systems or which
is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for which the
approval has not been granted under Section 11 of the Act, whether such other equipment
is in addition to or intended to replace the existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the Telecommunications (Radiocommunication) Regulations for the operation of any radio-communication stations
comprised in the Systems and shall abide by any conditions imposed thereunder, including
the payment of station licence fees and frequency fees for the allocation and management
of frequencies by the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power, polarisation, aerial
characteristics and other technical parameters of any radio-communication station
comprised in the Systems shall be submitted in writing for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the antenna of
any radio-communication station comprised in the Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with the
necessary frequencies to enable the effective and efficient operation of the Systems and
the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is safe and
does not cause interference to other existing radio-communication networks operating in
the same band or in other bands. The Licensee shall also take appropriate measures to

Renewed on 1 April 2024

ensure that its Systems are adequately protected from interference that may be caused by
networks operating in the same band or in other bands.
15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of numbers
and shall, subject to payment of the required fees for Golden Numbers, be provided with
the necessary numbers to enable the effective and efficient operation of the Systems and
provision of the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and the Licensee
shall have no proprietary right to any of the number(s) assigned. The Licensee shall take
all necessary steps to ensure that the number(s) assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given to the
Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of such
number(s).

Renewed on 1 April 2024

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access charge upon
any person licensed by the Authority to provide telecommunication services in Singapore
through or with the use of the Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access framework,
arrangements and requirements, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate connection
points, which it shall provide for this purpose:

17.2

17.3

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the Authority
may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse to connect
to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by the
Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority, in
respect of which the Authority has issued a notice to that effect to the person who
has under his control such equipment or system.

The terms and conditions for the connection of equipment or systems to the Systems of
the Licensee shall be determined by agreement between the Licensee and the owner or
operator of the equipment or system except in so far as the conditions are prescribed in the

Renewed on 1 April 2024

Act or in this Licence. In the event that the parties cannot reach an agreement, the matter
shall be determined by the Authority whose decision shall be final.
18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any arrangements
for the connection of equipment or systems to the Systems other than those set by the
Authority. In particular, the Licensee shall not, except where the Authority is satisfied
that it is reasonable, exercise any Intellectual Property Rights which it owns or is licensed
to use in a manner which prevents or inhibits the connection of approved equipment or
systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its generality,
the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original calling
party and the original calling party Calling Line Identity shall be passed on in the
conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the access
code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the ITU-T
Signalling System Number 7 ISDN User Part signalling should be set to the value
“1” to identify an international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T Signalling System
Number 7 signalling, then the Licensee shall route such international incoming calls
on specified circuits.

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance of the
Systems which would require changes to any equipment or systems connected to the
Systems or which would have the effect of making such connections inoperable. The
period of notice given shall be appropriate to the likely impact on the parties affected and
on connected equipment or systems and shall be decided in consultation with the
Authority.

Renewed on 1 April 2024

19.2

Where the Authority considers that a change in the Systems referred to in Condition 19.1
would cause another person licensed to provide telecommunication services in Singapore
to make major changes in its own systems in order to connect its systems to the Systems,
and notifies the Licensee thereof, the Licensee shall obtain the prior approval of the
Authority before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities sharing and
deployment, including all relevant codes of practice, directions and notifications which
the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share infrastructure with
other licensees in designated areas in the national and/or public interest or otherwise, the
Authority shall inform the licensees accordingly so that licensees can make the necessary
arrangements before submitting their infrastructure sharing plans to the Authority for
approval. The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and deployment,
including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including the
provision of information on such systems in the format specified by the authorities.

Renewed on 1 April 2024

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the Licensee shall
comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate financial data
and accounts for the Services and shall submit on request these data and accounts to the
Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and price
schemes with the Authority before commercial launch or announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering inter alia,
descriptions and pricing of the Services available, the terms and conditions thereof, and
the provision of fault repair and any other commercial and technical services and such
other information as the Authority may require the Licensee to publish in relation to the
Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information, especially for exdirectory numbers, and comply with any codes of practice or guidelines issued by the
Authority in relation to the use of subscriber information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber information where
deemed necessary by the Authority or any relevant law enforcement or security agencies
in the exercise of their functions and duties.

Renewed on 1 April 2024

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority as well as
any additional or supplemental guidelines, which the Authority may issue from time to
time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of service subject
to the Authority’s number portability requirements and charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set out in the
Accounting Separation Guidelines established by the Authority, and any additional or
supplemental guidelines issued by the Authority from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue discrimination
against any person or class of persons in, inter alia, the price and performance
characteristics of the Services provided or the terms and conditions under which the
Services are provided. In particular, the Licensee shall not give any undue preference to,
or receive an unfair advantage from, a business carried on by it or an associated or
affiliated company, service or person, if the Authority is of the opinion that the Licensee’s
competitor could be placed at a significant competitive disadvantage or that competition
would be prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation to the
operation of the Systems or provision of the Services by the Licensee or any other
telecommunication system and/or services licensed by the Authority.

Renewed on 1 April 2024

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person running an
Authorised Overseas System on terms or conditions which unfairly preclude or restrict, to
the detriment of the national and/or public interest, the provision of any international
telecommunication services by any person licensed by the Authority to provide those
services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is recognised by
the Government or any competent authority of a foreign country as authorised to provide
telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to permit
a person who is not originally a party to this Licence to share in the benefits of, or
otherwise gain any rights or privileges under this Licence, or which would otherwise result
in a breach or circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it deems necessary
in the terms and conditions of the joint venture, association, contract or arrangement
referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition 31.2, the
Authority may direct the Licensee to terminate any such joint venture, association,
contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to obtain the
approval of the Authority for the appointment of agents or for the employment of
independent contractors or sub-contractors to carry out any works or provide any services
which enable the Licensee to discharge its duties and obligations under this Licence
provided that the Licensee shall be liable to the Authority for any act, omission, default,
neglect or otherwise of the agents and independent contractors or sub-contractors in
carrying out any such works or providing any such services.

Renewed on 1 April 2024

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of Directors or Chief
Executive Officer and shall for this purpose provide the Authority with the details of
any such change and any further information requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any directions,
which the Authority may from time to time issue in exercise of its powers, functions or
duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy of all
directions given by the Authority. The Licensee shall not during the currency and after
the expiry, termination or cancellation of the Licence disclose or permit the disclosure
of any of the said directions to any person not authorised to receive the same without
the prior written consent of the Chief Executive Officer of the Authority. The Licensee
shall further take all reasonable precautions in dealing with the said directions so as to
prevent any unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees on matters
relating to the requirements of this Licence or the Act, the matter shall be determined by
the Authority whose decision shall be binding on all parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information within its
knowledge, custody or control, which the Authority may, by notice or direction require.
The Licensee undertakes to the Authority that any such document and information
provided to the Authority shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the Licence,
the Authority may from time to time require the Licensee to arrange at its own expense,

Renewed on 1 April 2024

for a separate and independent audit of its activities. The Licensee shall, at the Authority’s
request, submit the audited accounts and reports prepared under this Condition 35.2 to the
Authority for inspection and verification.
35.3

The Licensee shall keep in strict confidence any document and information furnished to
or so required by the Authority pursuant to Condition 35.1, as well as the fact that the
Authority has requested for such document and/or information.

35.4

The Authority may use and disclose any such document or information provided to the
Authority pursuant to Condition 35.1 as the Authority deems fit. Where the Authority
proposes to disclose any document or information obtained pursuant to Condition 35.1
and the Authority considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or which
disclosure would or could reasonably be expected to adversely affect the Licensee’s
lawful business, commercial or financial affairs, the Authority will give the Licensee a
reasonable opportunity to make representations on the proposed disclosure before the
Authority makes a final decision on whether to disclose the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any emergency
activities or preparations thereof in collaboration with other relevant agencies,
organisations and Government ministries and departments, in accordance with the
written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence any
information or document pertaining to Condition 36.1 as well as the fact that the
Authority has requested the Licensee to participate in such emergency activities and
preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the Authority
for approval any changes to any telecommunication system, installation or plant and
any service plans, together with such technical and non-technical information as may
be required by the Authority, at least one (1) month before such change is intended to
be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and obligations
under this Licence in a manner, which is consistent with the Government’s obligations

Renewed on 1 April 2024

under any convention, agreement, arrangement or treaty to which Singapore is or shall
become a party.
37.2

The Authority shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 37.1 applies for its compliance.

Renewed on 1 April 2024

PART VII:SUSPENSION, VARIATION AND TERMINATION
38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the terms of
this Licence by giving the Licensee at least one (1) month’s notice in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in part, or impose
a financial penalty in such amounts the Authority thinks fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its operation of the
Systems or the provision of any of the Services, the Licensee shall seek the Authority’s
approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the migration of its
customers to suitable alternatives so as to minimise any service disruption that may be
caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the Services
until the Authority’s written approval has been obtained under Condition 42.1 and the
Licensee has satisfactorily met the Authority’s requirements, if any, to which the
Authority’s approval is made subject to.

Renewed on 1 April 2024

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without prejudice to
the rights and remedies which may accrue to the Licensee or the Authority under the
Licence or any written law as at the date of termination, suspension or cancellation except
that the Licensee shall not have the right to seek a refund of the licence fee or any other
fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in this Licence
if and to the extent that the Authority is satisfied that it is prevented from complying with
those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of reasonable
diligence and foresight, the Licensee was unable to prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and shall
resume the performance of its obligations as soon as the factor(s) which prevented the
performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not limited to
the Act, the Telecommunications (Radio-communication) Regulations, the International
Telecommunication Convention and any other treaty or convention to which Singapore is
a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its obligations to
obtain any other right, licence, permit or approval that may be required under any written
law in force in Singapore.

Renewed on 1 April 2024

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have been given
if sent by hand or pre-paid post or by facsimile to the Licensee’s registered address as
lodged with the Accounting and Corporate Regulatory Authority or by electronic mail to
the Licensee’s electronic mail address as stated in its licence application to the Authority,
or such other electronic mail address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable provision
so that if any condition and part thereof is held invalid, unenforceable or illegal for any
reason, the remainder of the Licence shall remain in full force in every respect.

Issued on 1 April 2009
Renewed on 1 April 2024

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 1 April 2024

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only and
are not part of this Licence and shall not in any way affect the interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has in
the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include any
regulations made under the Act until such regulations are revoked or repealed by
subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and legal
persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may be
amended from time to time.

Renewed on 1 April 2024

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY NTT COMMUNICATIONS WORLD NETWORKS (S) PTE LTD

[Licensee specific details have been removed]

Renewed on 1 April 2024

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE PROVIDED
BY NTT COMMUNICATIONS WORLD NETWORKS (S) PTE LTD

[Licensee specific details have been removed]

Renewed on 1 April 2024

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the International Simple Resale services (“ISR”) provided
under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain access
to the ISR. The allocation of the access code will be subject to the availability of
such codes and consideration for other usage. The Licensee shall ensure that the
access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration before
any service activation to ensure that subscribers are properly signed up for the
international call services and that the right parties are being billed. For the
avoidance of doubt, this Condition 3.1 does not apply to prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 1 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/ User Name (where
applicable); and

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the ISR to the
subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any consumer
who wishes to bar the Licensee’s international call services, regardless of whether
the consumer is a subscriber of any service provided by the Licensee, to further
prevent any unauthorised or fraudulent activation of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

Renewed on 1 April 2024

5.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using E.164
telephone numbers1 for such services and assigning such numbers to the Licensee’s
subscriber (referred to in this Schedule as an “IP telephony number”). Such services
allow subscribers to make and receive voice, data and/or video calls using the same
telephone number from any domestic or overseas location where broadband
Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the Services it
provides may be used to contact the police emergency service (namely 999 or its
substitute number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister may from
time to time designate, for the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to contact
the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition – “Arrangements for Connection to Systems” in the main
body of the Licence, for all calls made to the public emergency services referred to
in Condition 2.1 of this Schedule.

2.4

The Authority reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and national
safety.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 1 April 2024

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and guidelines
established by the Authority on number portability required to be implemented by
the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)
4.2

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

Renewed on 1 April 2024

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule, the
Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:

5.2

(a)

Name, business address and, as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer for
sale.

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

Renewed on 1 April 2024

5.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period of not
less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising Level
“6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6” telephone
number, it shall comply with Conditions 7.2 to 7.8 in respect of such services
(hereinafter referred to as “Level “6” Services”). For the purposes of these
Conditions, ‘Fixed Network Telecommunication Services’ means fixed line basic
telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be able
to receive and make voice calls from/to subscribers on any public switched
telecommunication network, public mobile network or public digital voice network
in Singapore.

Renewed on 1 April 2024

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use of its
Level “6” Services; and

(b)

any person through its public payphones that enables the use of its Level “6”
Services,

may at any time and without charge, contact the relevant police emergency service
(namely 999 or its substitute number), the fire and ambulance services (namely 995
or its substitute number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying them of any
emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to domestic
subscribers (within Singapore) with a Singapore registered and billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by the
Authority from time to time for Fixed Network Telecommunication Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer database
upon request to any person to whom the Licensee provides its Level “6”
Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6” Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services in
accordance with such requirements as may be established by the Authority;
and

(b)

exchange all relevant customer data of subscribers of its Level “6” Services
with other licensees free-of-charge for the purpose of providing integrated
directories and providing integrated directory enquiry services.

Renewed on 1 April 2024

7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In
the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision shall be final.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme when a
call is connected;

(b)

each of the live Audiotex services shall be assigned a different telephone
number;

(c)

there shall be no interruptions during the announcement or programme; and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does not
significantly exceed the number of call-in lines for the live Audiotex services and
shall subscribe for additional lines from licensed Facilities-Based Operators to
adequately handle calls for the live Audiotex services and to prevent congestion to
other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will generate a
high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves directly
in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live Audiotex
services provided through it are not used for any unlawful purpose.

Renewed on 1 April 2024

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and shall
obtain all necessary approvals from the relevant authorities in Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property rights or
any other liability whatsoever arising from or in connection with the information
transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration to
callers at regular intervals of a maximum of 15 minutes or less. The Licensee may
either charge an information fee on per minute basis or a fixed fee on a per call
basis. If the Licensee decides not to make regular announcements of call duration,
it shall only charge a fixed fee on a per call basis. The fixed fee shall also be
applicable to mixed pre-recorded and live Audiotex services that provide an option
for a caller to talk to a live operator after listening to a pre-recorded information or
programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a grace
period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4 seconds;
or

(b)

the first 12 seconds of a call where the charge announcement lasts 10 seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made and
received through the Service, which are operated and/or provided in Singapore.

Renewed on 1 April 2024

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve (12)
calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network and/or systems of Facilities-Based
Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Managed Data Network Services (“MDNS”) provided
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)
(b)

Name;
Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 1 April 2024

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the MDNS to the
subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public Internet
access facility or system for the provision of public Internet access services in
Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by the
Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by the
Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other information that
the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

Renewed on 1 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule, the
Licensee shall:

5.4

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best efforts
to verify the identity of the subscriber through appropriate documents that
are recognised by the authorised establishments in the country of purchase.

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

Renewed on 1 April 2024

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:
(a)

Name, business address, and as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the registration of a
subscriber and forward such information to the Licensee within two (2) days of the
activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other details
as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of which the retailer ceases to sell the
Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

7.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with (a)).

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

Renewed on 1 April 2024

7.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage of the
local leased fixed-line connection and their compliance with all licensing and
regulatory conditions and requirements of the Authority. The Licensee shall
terminate its agreement with the subscribers if such subscribers are found to
infringe any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 1 April 2024

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional communications
that the Licensee is a local leased fixed-line connectivity reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as part
of data records as necessary.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call traffic
statistics and/or other records maintained by the service node for inspection
whenever requested. The Licensee without a service node in Singapore may
provide Store & Forward Value-Added Network services through a local access
node which is connected to the public switched telecommunication networks
provided by a Facilities-Based Operator licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over dedicated
leased circuits or switched/permanent virtual circuits such as frame relay circuits.
The Licensee may also choose to transmit its VAN traffic through virtual private
network links over the Internet.

Renewed on 1 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding technical
harm to the telecommunication network of any Facilities-Based Operator or
preventing safety hazards to the personnel in the connection of telecommunication
equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering equipment
used in connection with the Virtual Private Network (“VPN”) services operated under
the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall submit
the test results to the Authority within fourteen (14) days after the date of the test
or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following particulars
of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of the
subscriber and business registration number of the company for corporate
customer);

(c)

Billing Address;

Renewed on 1 April 2024

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less than
twelve (12) calendar months from the date of termination of the VPN services to
the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Renewed on 1 April 2024

"
49,393a865710538bd6da661cd6d03b618d2c2ead07,Nucleus Connect Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/NucleusConnect.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO NUCLEUS CONNECT PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 30 OCTOBER 2009

TABLE OF CONTENTS

PART I:

THE LICENCE ...................................................................................... 6

1.

Period of Licence ................................................................................... 6

2.

Payment of Licence Fee ......................................................................... 6

3.

Licence is not Transferable ..................................................................... 8

4.

Description of Systems and Services ...................................................... 8

5.

Licence Application Proposals ............................................................... 8

6.

Performance Bond .................................................................................. 8

PART II:

BASIC OBLIGATIONS OF LICENSEE ............................................... 9

7.

Universal Service Obligation .................................................................. 9

8.

Provision of International Services ......................................................... 9

9.

Public Emergency Call Services ............................................................. 9

10.

Public Maritime Emergency Services ..................................................... 9

11.

Co-operation with Civil/Public Bodies ................................................. 10

PART III:

TECHNICAL OBLIGATIONS ............................................................ 10

12.

Use of Telecommunication Equipment in the Systems.......................... 10

13.

Operation of Radio-communication Stations ........................................ 10

14.

Use of Radio Frequencies ..................................................................... 11

15.

Assignment of Numbers ....................................................................... 11

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS..................... 11

2

16.

Requirement to Provide Access ............................................................ 11

17.

Connection to Other Systems ............................................................... 12

18.

Arrangements for Connection to Systems ............................................. 12

19.

Changes to Systems .............................................................................. 13

20.

Infrastructure Sharing and Deployment ................................................ 13

PART V:

SERVICE OBLIGATIONS ................................................................. 14

21.

Price Control/Tariffing Arrangements/Quality of Service Standards ..... 14

22.

Publication of Charges, Terms and Conditions and Other Information .. 14

23.

Confidentiality of Subscriber Information ............................................ 14

PART VI:

OTHER OBLIGATIONS ..................................................................... 14

24.

Codes of Practice ................................................................................. 15

25.

Number Portability ............................................................................... 15

26.

Accounting Separation ......................................................................... 15

27.

Restriction on Undue Preference and Undue Discrimination................. 15

28.

Restriction Against Anti-Competitive Arrangements ............................ 15

29.

Restriction on Exclusive Arrangement for International Services.......... 15

30.

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services ................................................................................................ 16

31.

Management Arrangements .................................................................. 16

32.

Direction by IDA ................................................................................. 17

33.

Dispute Resolution ............................................................................... 17

34.

Provision of Information to IDA........................................................... 17

35.

National Emergency and Security......................................................... 18

3

36.

International Obligations ...................................................................... 18

PART VII:

SUSPENSION, VARIATION AND TERMINATION ......................... 18

37.

Penalty Framework for Breach of Licence Conditions .......................... 19

38.

Variation of Terms of Licence .............................................................. 19

39.

Suspension/Cancellation....................................................................... 19

40.

Termination of Licence ........................................................................ 19

41.

Rights upon Termination, Suspension or Cancellation .......................... 19

42.

Exceptions and Limitations on Obligations ........................................... 19

43.

Compliance with the Law ..................................................................... 20

44.

Governing Law .................................................................................... 20

45.

Service of Notices ................................................................................ 20

46.

Severability .......................................................................................... 20

SCHEDULE A DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY THE LICENSEE ................................................. 23
SCHEDULE B DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY THE LICENSEE ....................................................... 24
SCHEDULE C SPECIFIC TERMS AND CONDITIONS ........................................... 25
1.

Definitions ........................................................................................... 25

2.

Operational Separation Requirements ................................................... 28

3.

Restrictions on Services Offered by the Licensee ................................. 28

4.

Mandated Services ............................................................................... 29

5.

Non-Mandated Services ....................................................................... 30

6.

The ICO ............................................................................................... 30

4

7.

Confidentiality and Security of Information......................................... 31

8.

Separate Accounts ................................................................................ 32

SCHEDULE D PERFORMANCE BOND .................................................................. 49

5

LICENCE TO PROVIDE FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
NUCLEUS CONNECT PTE LTD
UNDER SECTION 5 OF THE TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 30 OCTOBER 2009

PART I: THE LICENCE
On 30 October 2009, the Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of its powers under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Nucleus Connect Pte Ltd (“the Licensee”) a licence (the “Licence”) to establish, install
and maintain the telecommunication systems specified in Schedule A (hereinafter
referred to as “the Systems”); to operate and provide the telecommunication services
specified in Schedule B (hereinafter referred to as “the Services”), subject to the terms
and conditions set out herein; and the specific terms and conditions set out in Schedule
C.
1.

Period of Licence

1.1

The Licence shall come into force on the date hereof and shall be valid until 31
March 2034, unless suspended or cancelled by IDA in accordance with Condition
39 or terminated by the Licensee in accordance with Condition 40 of this
Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and subject
to such terms and conditions as may be specified by IDA under Section 5 of the
Act.

2.

Payment of Licence Fee*
(*Condition 2 was amended on 1 January 2013.)

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;

6

(b) 0.8% of such amount of the Licensee’s audited AGTO for the
provision of the services during the Licensee’s financial year that is more
than $50 million up to $100 million; and
(c) 1% of such amount of the Licensee’s audited AGTO for the
provision of the services during the Licensee’s financial year that is
more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited accounts, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited accounts are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to IDA interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by IDA, which interest shall accrue
from day to day and shall be calculated on the basis of the actual number of
days elapsed and a 365 day year. The applicable rate of interest shall be
the average of the prevailing prime lending rates of the banks and finance
companies quoted and published by the Monetary Authority of Singapore.
For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to IDA an audited AGTO statement, not later
than 6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately

7

notwithstanding any penalties imposed by IDA for breach of Condition 2.6
or this Condition 2.7.
3.

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA at
its discretion may impose.

4.

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule A
for the provision of the Services as described in Schedule B subject to the specific
terms and conditions set out in Schedule C. The Licensee shall not operate or
provide any system or service not described in Schedules A and B except with the
prior written approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide IDA such
technical and/or non-technical information as may be required by IDA within
such period as may be specified by IDA.

5.

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and any
other commitments as submitted to IDA in its licence application.

6.

Per formance Bond

6.1

The Licensee shall within 28 days following the award of the Licence, provide
IDA with a performance bond to secure the obligations of the Licensee under
Schedule D in the form of a Banker’s Guarantee made in favour of IDA. IDA
will specify in detail the terms and conditions of the performance bond for the
Licensee based on the Licensee’s application commitments and any additional
terms and conditions deemed necessary by IDA.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

8

PART II:

BASIC OBLIGATIONS OF LICENSEE

7.

Univer sal Service Obligation

7.1

The Licensee shall establish, install, maintain and operate the Systems and shall
provide, through or with the use of the Systems, the Mandated Services to any
Qualifying Person in Singapore who requests the provision of such services to
any of the following locations in mainland Singapore and connected Singapore
islands:
(a)

all Physical Addresses; and

(b)

all other locations as may be reasonably requested.

7.2

In this Condition, “Mandated Services”, “Physical Addresses” and “Qualifying
Person” shall have the meanings set out in Schedule C.

8.

Provision of International Services

8.1

The Licensee shall take all reasonable steps to provide to any person to whom it
provides telecommunication services, full connection by means of the Systems to
international telecommunication services, unless IDA is satisfied that for any of
the reasons set out in Condition 42 it would be unreasonable for the Licensee to
do so.

9.

Public Emergency Call Services

9.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service (namely
999 or its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the Minister
may from time to time designate, for the purpose of notifying them of any
emergency.
10.

Public Maritime Emergency Services

10.1

The Licensee shall ensure that it is possible for any person to contact at any time
and without charge, distress, urgency and safety services for shipping for the
purpose of notifying them of an emergency and shall, subject to fair and proper
payment by the relevant Government ministry, department, statutory board or
official agency, provide the necessary facilities for distress, urgency and safety

9

services in accordance with the Radio Regulations of the International
Telecommunications Union.
11.

Co-operation with Civil/Public Bodies

11.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

PART III:

TECHNICAL OBLIGATIONS

12.

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part of
the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether such
other equipment is in addition to or intended to replace the existing equipment or
part thereof.

13.

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence fees
and frequency fees for the allocation and management of frequencies by IDA.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing for
IDA's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed 50 metres above mean sea level (AMSL). Where
necessary however, IDA may grant conditional approval for the Licensee to
exceed the prescribed height level provided that the Licensee shall take all
necessary steps, at its own cost, to ensure that its network will not cause
interference to or receive interference from other authorised networks.

10

14.

Use of Radio Fr equencies

14.1

The Licensee shall, in its application to IDA, justify the use of radio frequencies
and shall, subject to payment of the required frequency fees, be provided with the
necessary frequencies to enable the effective and efficient operation of the
Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is
safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band or
in other bands.

15.

Assignment of Number s

15.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of numbers.
The Licensee shall, in its submission to IDA, justify the use of numbers and shall,
subject to payment of the required fees for Golden Numbers, be provided with the
necessary numbers to enable the effective and efficient operation of the Systems
and provision of Services. The Licensee shall take all necessary steps to ensure
that the numbers allocated are efficiently utilised.

15.2

Any telephone number assigned to the Licensee is the property of IDA and the
Licensee shall have no proprietary right to the telephone number(s) assigned.

15.3

IDA reserves the right to alter and/or reallocate any telephone number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of
such telephone number(s).

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16.

Requirement to Provide Access

16.1

The Licensee shall provide to any person specified in Schedule C means of
access to the Systems.

16.2

The Licensee may, with the prior approval of IDA, impose an access charge upon
any person specified in Schedule C.

16.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

11

17.

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by
IDA which systems also meet any other requirements, which IDA may
from time to time impose.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse to
connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person who
has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the Licensee
and the owner or operator of the equipment or system except in so far as the
conditions are prescribed in the Act or in this Licence. In the event that the
parties cannot reach an agreement, the matter shall be determined by IDA whose
decision shall be final.

18.

Ar rangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by IDA. In particular, the Licensee shall not, except where IDA is
satisfied that it is reasonable, exercise any Intellectual Property Rights which it
owns or is licensed to use in a manner which prevents or inhibits the connection
of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to its
generality, the rights to patents, trade marks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements and
safeguards:

12

(a)

The Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling should
be set to the value “1” to identify an international incoming call for
systems inter-working. Where the Licensee operates a system which does
not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

19.

Changes to Systems

19.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making such
connections inoperable. The period of notice given shall be appropriate to the
likely impact on the parties affected and on connected equipment or systems and
shall be decided in consultation with IDA.

19.2

Where IDA considers that a change in the Systems referred to in Condition 19.1
would cause another person licensed to provide telecommunication services in
Singapore to make major changes in its own systems in order to connect its
systems to the Systems, and notifies the Licensee thereof, the Licensee shall
obtain the prior approval of IDA before implementing such a change.

20.

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and notifications
which IDA may issue from time to time.

20.2

Where IDA considers it necessary for the Licensee to share infrastructure with
other telecommunication licensees in designated areas in the national and/or
public interest or otherwise, IDA shall inform the licensees accordingly so that
licensees can make the necessary arrangements before submitting their
infrastructure sharing plans to IDA for approval. The Licensee shall share
infrastructure whenever and wherever mandated by IDA in accordance with the
framework for facilities sharing and deployment, including Codes of Practice.

13

PART V:

SERVICE OBLIGATIONS

21.

Price Control/Tariffing Ar rangements/Quality of Service Standards

21.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

21.2

IDA reserves the right to require the Licensee to maintain separate financial data
and accounts for the Services and shall submit on request these data and accounts
to IDA for inspection.

21.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

22.

Publication of Charges, Terms and Conditions and Other Information
(* Condition 22.1 was amended w.e.f 18 November 2011)

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial and
technical services and such other information as IDA may require the Licensee to
publish in relation to the Services.

23.

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

PART VI:

OTHER OBLIGATIONS

14

24.

Codes of Practice

24.1

The Licensee shall comply with the Codes of Practice issued by IDA as well as
any additional or supplemental guidelines, which IDA may issue from time to
time to the Licensee.

25.

Number Portability

25.1

The Licensee shall implement number portability from commencement of service
subject to IDA’s number portability requirements and charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by IDA on number portability to be implemented by the Licensee.

26.

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set out
in the Accounting Separation Guidelines established by IDA, and any additional
or supplemental guidelines issued by IDA from time to time.

27.

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the services provided or the terms and conditions
under which the services are provided. In particular, the Licensee shall not give
any undue preference to, or receive an unfair advantage from, a business carried
on by it or an associated or affiliated company, service or person, if IDA is of the
opinion that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or substantially
restricted.

28.

Restriction Against Anti-Competitive Ar rangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in
relation to the operation of the Systems or provision of Services by the Licensee
or any other telecommunication system and/or services licensed by IDA.

29.

Restriction on Exclusive Ar r angement for Inter national Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the

15

provision of any international telecommunication services by any person licensed
by IDA to provide those services.
29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government of any competent authority of a foreign country as
authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

30.

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in the
benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1, the
Licensee shall seek IDA’s approval for the joint venture, association, contract or
arrangement in question.

30.2

IDA may direct at any time the Licensee to effect any changes it deems necessary
in the terms and conditions of the joint venture, association, contract or
arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition 30.2,
IDA may direct the Licensee to terminate any such joint venture, association,
contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to obtain
the approval of IDA for the appointment of agents or for the employment of
independent contractors or sub-contractors to carry out any works or provide any
services which enable the Licensee to discharge its duties and obligations under
this Licence provided that the Licensee shall be liable to IDA for any act,
omission, default, neglect or otherwise of the agents and independent contractors
or sub-contractors in carrying out any such works or providing any such services.

31.

Management Arrangements

31.1

The Licensee shall seek IDA's written approval at least one (1) month in advance
of any change in the appointment of its Chairman, Board of Directors or Chief
Executive Officer and shall for this purpose provide IDA with details of any such
change and any further information requested by IDA.

16

32.

Direction by IDA

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

32.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly or in
part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy of
all directions given by IDA. The Licensee shall not during the currency and after
the expiry, termination or cancellation of the Licence disclose or permit the
disclosure of any of the said directions to any person not authorised to receive the
same without the prior written consent of the Chief Executive Officer of IDA.
The Licensee shall further take all reasonable precautions in dealing with the said
directions so as to prevent any unauthorised person from having access to the
same.

33.

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision shall
be binding on all parties concerned.

33.2

IDA reserves the right to levy a fee for work undertaken in this respect.

34.

Provision of Infor mation to IDA

34.1

The Licensee shall provide IDA with any document or information within its
knowledge, custody or control, which IDA may, by notice or direction require.
The Licensee undertakes to IDA that any such document and information
provided to IDA shall be true, accurate and complete.

34.2

For the purposes of ensuring the Licensee's compliance with the conditions of the
Licence, IDA may from time to time require the Licensee to arrange at its own
expense, for a separate and independent audit of its activities. The Licensee shall,
at IDA's request, submit the audited accounts and reports prepared under this
Condition 34.2 to IDA for inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 34.1, as well as the fact
that IDA has requested such document or information.

17

34.4

IDA may use and disclose any such document or information provided to IDA
pursuant to Condition 34.1 as IDA deems fit.

34.5

Where IDA proposes to disclose any document or information obtained pursuant
to Condition 34.1 and IDA considers that the disclosure would result in the
release of information concerning the business, commercial or financial affairs of
the Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial affairs,
IDA will give the Licensee a reasonable opportunity to make representations on
the proposed disclosure before IDA makes a final decision whether to disclose
the information.

35.

National Emergency and Security

35.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant agencies,
organisations and Government ministries and departments, in accordance with the
written law in Singapore.

35.2

The Licensee shall, unless expressly notified, keep in strict confidence any
information or document pertaining to Condition 35.1 as well as the fact that IDA
has requested the Licensee to participate in such emergency activities and
preparations.

35.3

IDA may, from time to time, require the Licensee to submit to IDA for approval
any changes to any telecommunication system, installation or plant and any
service plans, together with such technical and non-technical information as may
be required by IDA, at least one month before such change is intended to be
implemented.

36.

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its dut ies and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement or
Treaty to which Singapore is or shall become a party.

36.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 36.1 applies for its
compliance.

PART VII: SUSPENSION, VARIATION AND TERMINATION

18

37.

Penalty Framewor k for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, IDA may impose a financial
penalty on the Licensee in accordance with Section 8 of the Act. IDA may also
forfeit any monies payable under the performance bond as stated in Condition 6.

38.

Variation of Ter ms of Licence

38.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms of
this Licence by giving the Licensee at least one month’s notice in writing.

39.

Suspension/Cancellation

39.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in part,
or impose a financial penalty in such amounts as IDA thinks fit.

40.

Termination of Licence

40.1

In the event that the Licensee desires to terminate this Licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six months in advance.

40.2

No termination shall take place effect until IDA’s approval has been obtained
under Condition 40.1.

41.

Rights upon Ter mination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that the
Licensee shall not have the right to seek a refund of the licence fee or any other
fee paid in advance.

42.

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in this
Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

19

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent or
overcome,

provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and
shall resume the performance of its obligations as soon as the factor(s) which
prevented the performance thereof is resolved.
43.

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication) Regulations,
the International Telecommunication Convention and any other treaty or
convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44.

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

45.

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46.

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any Condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force in
every respect.

Issued on 30 October 2009

20

Director-General (Telecoms & Post)
Info-communications Development Authority of Singapore

21

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act until such regulations are revoked or repealed
by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars;

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time; and

(i)

In the event of any conflict or inconsistency between any Condition of this
Licence and the terms of Schedule C, the terms of Schedule C shall prevail.

22

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY THE LICENSEE

[Licensee specific details have been removed]

23

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY THE LICENSEE

[Licensee specific details have been removed]

24

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS

1.

Definitions

1.1

For the purposes of this Schedule the words and expressions listed below shall have
the meanings assigned to them except where the context otherwise requires:
(a)

“Active Network” means the active transmission components of the
NGNBN, implemented/being implemented over the Passive Network by the
Licensee;

(b)

“Active Network Specifications” means the technical requirements
specified in the Contract;

(c)

“Ancillary Mandated Services” means any services ancillary to and
reasonably required for the provision of any Basic Mandated Service
including without limitation the services listed in paragraph 4.2 of this
Schedule;

(d)

“Ancillary Mandated Services Qualifying Person” means any Basic
Mandated Services Qualifying Person or such other person as IDA may
direct as entitled to obtain Basic Mandated Services;

(e)

“Ancillary Services” means any services ancillary to and reasonably
required for the provision of any Basic Service;

(f)

“Basic Mandated Services” means the services listed in paragraph 4.1 of
this Schedule;

(g)

“Basic Mandated Services Qualifying Persons” means:
(i)

telecommunication licensees; and

(ii)

broadcasting licensees;

(h)

“Basic Services” means Layer 1.5 Services, Layer 2 Services, Layer 3
Services;

(i)

“broadcasting licensee” means any holder of a licence granted under the
Broadcasting Act (Cap. 28) but excludes class licensees;

(j)

“Central Office” or “CO” means a location or building where the NGNBN
NetCo provides access to the Passive Network and co-location facilities;

(k)

“Co-location Services” means the provision of co-location space and
services within a CO as specified in the Active Network Specifications used
or to be used for the purposes of connecting to the Active Network and the

25

provisioning of services over the Active Network to a significant portion of
the End-User base;
(l)

“Commercial Offering” means an offer for EOI Services on prices, terms
and conditions that are negotiated by the parties;

(m)

“Contract” means the contract between IDA and the Licensee dated 4 May
2009 entered into pursuant to the RFP;

(n)

“Customised Agreement” means an agreement for the provision of
Mandated Services on prices, terms and conditions that differ from the
prices, terms and/or conditions of the ICO;

(o)

“End-User” means a business or residential subscriber of any retail
telecommunication service or retail broadcasting service in Singapore;

(p)

“EOI Services” means all services that the Licensee is licensed to offer
pursuant to the terms of the Licence including without limitation Basic
Services, Ancillary Services, Other Wholesale Services, Input Mandated
Services, the resale of NetCo Services and any other services which IDA
may determine to be EOI Services;

(q)

“ICO” means the standard interconnection offer submitted by the Licensee
and approved by IDA;

(r)

“Input Mandated Services” means input telecommunication services
derived from the Licensee’s operations and/or management of the Active
Network which are used to provide an Other Wholesale Service, referred to
in paragraph 4.3 of this Schedule;

(s)

“Layer 1.5 Services” means connectivity services performed at the
“physical” layer of both the OSI and TCP/IP models, and which entail the
channelisation, allocation, filtering and/or multiplexing of electromagnetic
wavelengths;

(t)

“Layer 2 Services” means connectivity services performed at the “data link
layer” of both the OSI and TCP/IP models, and which minimally include
Ethernet frame transmission services;

(u)

“Layer 3 Services” means connectivity services performed at the “network
layer” of the OSI model and to the “network/Internet layer” of the TCP/IP
model, and which minimally include IP packet transmission services;

(v)

“Mandated Services” means the Basic Mandated Services, Ancillary
Mandated Services, Input Mandated Services and such other services that
IDA may specify, and any bundled collection of the preceding;

(w)

“NetCo Contract” means the contract between IDA and the NGNBN
NetCo dated 20 October 2008;

26

(x)

“NetCo Licence” means the FBO licence granted by IDA to the NGNBN
NetCo in relation to the provision of telecommunication services;

(y)

“NetCo Service” means any service that the NGNBN NetCo offers to
provide under the terms of the NetCo Licence;

(z)

“NGNBN” means the “wired” component of Singapore’s Next Generation
National Infocomm Infrastructure (Next Gen NII). This comprises both the
Passive Network and the Active Network;

(aa)

“NGNBN NetCo” means OpenNet Pte. Ltd., including its successors and
assigns;

(bb)

“Non-Building Address Point” or “NBAP” means a location in mainland
Singapore or connected islands other than a Physical Address;

(cc)

“Non-Mandated Service” means any EOI Service that is not a Mandated
Service;

(dd)

“Non-Residential Premise” means any premise other than a Residential
Premise;

(ee)

“OpCo Interconnection Code” means the Code of Practice for Next
Generation National Broadband Network OpCo Interconnection;

(ff)

“Open Systems Interconnection (OSI) Layers” or “OSI” means the ISOdefined networking framework for implementing protocols in seven layers,
namely Layer 1 – Physical, Layer 2 – Data Link, Layer 3 – Network, Layer
4 – Transport, Layer 5 – Session, Layer 6 – Presentation, Layer 7 –
Application;

(gg)

“Operational Separation Requirements” means the requirements set out
in Appendix 1 to this Schedule C;

(hh)

“Other Wholesale Services” means the wholesale services referred to in
paragraph 5.2 of this Schedule;

(ii)

“Passive Network” means the passive infrastructure of the NGNBN,
implemented/being implemented pursuant to the terms and conditions of the
NetCo Contract;

(jj)

“Patching Services” means patching, splitting and splicing services as
specified in the Active Network Specifications;

(kk)

“Physical Addresses” mean Residential Premises and Non-Residential
Premises located in mainland Singapore or connected islands;

(ll)

“Qualifying Persons” mean Basic Mandated Services Qualifying Persons
and Ancillary Mandated Services Qualifying Persons and a “Qualifying
Person” means any one of a Basic Mandated Services Qualifying Person or
Ancillary Mandated Services Qualifying Person;

27

(mm) “Residential Premise” means a premise designed or adapted or used for
human habitation of a residential nature. In the event of any doubt as to
whether a premise is of residential nature, the classification which the Inland
Revenue Authority of Singapore applies to that premise for tax purposes
shall be final and conclusive;
(nn)

“Retail Service Provider” or “RSP” means any person providing retail
services to End-Users using the NGNBN and/or other networks in
Singapore;

(oo)

“RFP” means the Request for Proposal for Singapore's Next Generation
National Broadband Network - Operating Company (OpCo) issued by IDA
on 7 April 2008, including all subsequent addenda and amendments thereto;

(pp)

“Service Port” means the connection ports which the Licensee shall offer to
connect to the Active Network for the purpose of delivering and/or receiving
EOI Services;

(qq)

“TCP/IP” means a set of communications protocols used for transmitting
data between computers and as the basis for standard protocols on the
Internet;

(rr)

“Telecom Competition Code” means the Code of Practice for Competition
in the Provision of Telecommunication Services;

(ss)

“telecommunication licensee” means any holder of a licence granted under
the Act for the provision of facilities-based operations and/or services-based
operations; and

(tt)

“Wireline” means the physical media used to transmit digital or analogue
signals, e.g. optical fibre.

2.

Operational Separation Requirements

2.1

The Licensee shall comply with the Operational Separation Requirements.

3.

Restrictions on Services Offered by the Licensee

3.1

The Licensee shall not offer for sale, sell or otherwise provide retail
telecommunication services to any End-User without IDA’s prior written approval.

3.2

The Licensee shall not offer for sale, sell or otherwise provide any
telecommunication service other than an EOI Service without IDA’s prior written
approval.

3.3

The Licensee may not offer for sale, sell or otherwise provide any Layer 1.5
Services unless and until it:
(a)

prepares and submits to IDA a plan setting out its proposed use and
management of the spectrum within the Wireline; and

28

(b)

obtains IDA’s written approval of such plan.

3.4

The Licensee shall not offer for sale or sell any broadcasting services.

3.5

The Licensee may not offer for sale, sell or otherwise provide any Other Wholesale
Service unless:

3.6

(a)

the Other Wholesale Service is offered on an unbundled basis;

(b)

the input telecommunication services used to build the Other Wholesale
Service are offered as Input Mandated Services, where possible; and

(c)

the Licensee obtains IDA’s written approval for the offer of such Other
Wholesale Service in accordance with paragraphs 5.3 and 5.4.

Without prejudice to paragraphs 3.1, 3.2, 3.3, 3.4, 3.5 and 5.1 of this Schedule, if the
Licensee wishes to carry on any business or provide any services other than that
licensed under the terms of this Licence, the Licensee shall notify IDA and, to the
satisfaction of IDA:
(a)

maintain a separate set of accounts in respect of each other business or
service;

(b)

not offset any amounts stated in one set of accounts against the amounts
stated in another set of accounts; and

(c)

offer Input Mandated Services which are used to provide such services to
Qualifying Persons.

3.7

The Licensee may not provide Ancillary Mandated Services to any person unless
they are required for the provision of a Basic Mandated Service.

4.

Mandated Services

4.1

The Licensee shall offer the following Basic Mandated Services between Service
Ports to Basic Mandated Services Qualifying Persons:

4.2

(a)

the Layer 2 Services and Layer 3 Services specified in Appendix 2 to this
Schedule;

(b)

any other services that IDA may determine to be Basic Mandated Services.

The Licensee shall offer Ancillary Mandated Services to the Ancillary Mandated
Services Qualifying Persons including without limitation:
(a)

Co-location Services at Service Ports, other than at a Service Port at a CO;

(b)

Patching Services at Service Ports, other than at a Service Port at a CO;

(c)

Platform Connection Service;

(d)

Layer 3 Virtual Routing Domain Setup Service; and

(e)

Interoperability Testing Service.

29

(f)
4.3

any other services that IDA may determine to be Ancillary Mandated
Services.

The Licensee shall offer Input Mandated Services to Qualifying Persons including
without limitation:
(a)

[intentionally left blank]; and

(b)

any other services that IDA may determine to be Input Mandated Services.

4.4

The Licensee shall offer access to Service Ports at the locations specified in the
ICO.

4.5

The Licensee may not offer the Mandated Services to any person other than:
(a)

a Qualifying Person; or

(b)

such other person on such terms and conditions as IDA may require.

5.

Non-Mandated Services

5.1

Subject to IDA’s approval, the Licensee may offer Non-Mandated Services on the
terms of a Commercial Offering provided that the Licensee notifies IDA of the
terms of its Commercial Offering and any offer or provisioning of any such service
complies with the Operational Separation Requirements.

5.2

Subject to IDA’s approval, the Licensee may offer the following Other Wholesale
Services:
(a)

[intentionally left blank]; and

(b)

any other services that IDA may determine to be Other Wholesale Services.

5.3

If the Licensee wishes to offer any Other Wholesale Service, it shall submit a
request in writing to IDA, providing full details of the proposed service. IDA may
seek public comments regarding the offer of the Other Wholesale Service.

5.4

If IDA requires the Licensee to offer an Other Wholesale Service in the ICO, IDA
shall direct the Licensee to comply with the New Service Inclusion Process in
Section 8 of the OpCo Interconnection Code subject to such other timeframes as
may be specified by IDA.

6.

The ICO

6.1

At the Qualifying Person’s option, the Licensee shall and shall only provide the
Mandated Services to a Qualifying Person:
(a)

on the prices, terms and conditions of the ICO;

(b)

on the prices, terms and conditions of a Customised Agreement negotiated
with the Licensee and approved by IDA in accordance with the terms set out
in the OpCo Interconnection Code; or

30

(c)

on the same prices, terms and conditions as an existing Customised
Agreement, between the Licensee and a similarly situated Qualifying Person
that has been previously approved by IDA in accordance with the terms set
out in the OpCo Interconnection Code.

6.2

The Licensee shall not impose any unreasonable minimum contractual periods or
any unreasonable early termination penalty for any Mandated Service offered in the
ICO.

6.3

Failure by the Licensee to specify the prices, terms and conditions of any
requirements necessary to ensure end-to-end connectivity of any Mandated Service
over the Active Network shall not affect the Licensee’s obligation to provide or
fulfil such requirements and the costs of providing or fulfilling such requirements
shall be borne by the Licensee unless expressly accounted for in the ICO. Unless
otherwise approved by IDA, the Licensee shall not require any additional terms and
conditions which the Licensee has not expressly accounted for in the ICO.

7.

Confidentiality and Security of Information

7.1

The Licensee shall initiate, implement and maintain a set of principles and
guidelines of their information security management of data pertaining to End-User
and/or RSP information. The Licensee shall where applicable observe the
information security management guidelines as stipulated in ISO/IEC 27002:2005,
Information Technology – Security Techniques – Code of Practice for Information
Security Management.

7.2

All of the Licensee’s databases pertaining to End-User and/or RSP information shall
be kept by the Licensee in Singapore.

7.3

The Licensee shall ensure strict control measures for access to any of the Licensee’s
databases pertaining to End-User and/or RSP information.

7.4

Where the Licensee has established any connections and access from overseas
locations to its databases pertaining to End-User and/or RSP information, the
Licensee shall ensure that all such connections are encrypted.

7.5

IDA reserves the right to require the Licensee to implement any other security
requirements as necessary.

7.6

The Licensee shall adequately log all access to the Licensee’s databases pertaining
to End-User and/or RSP information. The access logs shall include minimally the
identification of the requesting part for data (if applicable), the party accessing the
data, the date/time of the transaction and the information that were accessed.

7.7

IDA reserves the right to require the Licensee to log and submit any other details in
the access logs as necessary.

31

7.8

The Licensee shall verify the access logs on a regular basis to ensure all access to
the Licensee’s databases pertaining to End-User and/or RSP information are
authorised.

7.9

All access logs to the Licensee’s databases pertaining to End-User and/or RSP
information shall be submitted to IDA on request.

8.

Separate Accounts

8.1

The Licensee shall maintain separate sets of accounts between Mandated Services
and other EOI Services. IDA reserves the right to require the Licensee to maintain
separate sets of accounts in respect of any or all of the services provided by the
Licensee.

32

APPENDIX 1
OPERATIONAL SEPARATION REQUIREMENTS
1.

Definitions

1.1.

For the purposes of this Appendix, the words and expressions listed below shall
have the meanings assigned to them except where the context otherwise requires:
(a)

“Affiliated Operator”, in relation to the Licensee, means a
telecommunication licensee or broadcasting licensee qualified to
purchase EOI Services from the Licensee:
(i)

that has an attributable interest in the Licensee of 5 percent or more
(parent);

(ii)

in which the Licensee has an attributable interest of 5 percent or
more (subsidiary); or

(iii)

in which any parent of the Licensee has an attributable interest of
5 percent of more (sibling), provided that an entity will not be
deemed to be an Affiliated Operator based solely on the fact that
the ultimate parent of such entity and the Licensee has a passive
interest in both parties.

For the purposes of determining a relevant party’s attributable interest,
the “sum-the-percentages” methodology shall be applied successively at
each level of the ownership chain. For example, if the relevant
telecommunication licensee has legal or beneficial ownership of 100
percent of the voting shares of Entity A, and Entity A has legal or
beneficial ownership of 50 percent of the voting shares of Entity B, and
Entity B has legal or beneficial ownership of 50 percent of the voting
shares in the Licensee, then the relevant telecommunication licensee will
be deemed to have a 25 percent attributable interest in the Licensee. In
this case, the relevant telecommunication licensee will be deemed to be
an “Affiliated Operator”;
(b)

“Business Support System” or “BSS” means the electronic system used
to run a party’s business operations and which is typically linked to an
OSS in support of end-to-end services;

Amended on 30 January 2020

33

(c)

“Commercial Information” means information relating to any EOI
Service, in whatever form, including any of the following:
(i)
service development;
(ii)
pricing,
(iii) marketing strategy and intelligence;
(iv) service launch dates;
(v)
costs;
(vi) projected sales volumes; and
(vii) network coverage and capabilities;
excluding any such information as agreed by IMDA in writing from time
to time;

(d)

(e)

“Customer Confidential Information” means any information, in
whatever form, that is in the Licensee’s possession or knowledge relating
to any Operator that has obtained, is obtaining, or intends to obtain, the
Licensee’s services, but excluding any information which:
(i)

is publicly available otherwise than by reason of a breach of
confidentiality;

(ii)

is obtained by the Licensee or received from a third party without
any restriction on disclosure;

(iii)

is required to be disclosed by law; or

(iv)

is agreed as not being customer confidential information by IMDA
in writing from time to time;

“Equivalence of Inputs” or “EOI” means that where the Licensee provides
an EOI service (“EOI Service”) or related Migration Process to any
Affiliated Operator, the Licensee must:
(i)

provide the same service to all other Operators;

(ii)

deliver that service to the Affiliated Operator and all other
Operators on the same timescales and terms and conditions
(including price and service levels);

Amended on 30 January 2020

34

(iii)

deliver that service to the Affiliated Operator and all other
Operators by means of the same systems and processes (including
using the same OSS/BSS Connection Service and Management
Information Systems), with the same degree of reliability and
performance to the Affiliated Operator and all other Operators;

(iv)

provide the Affiliated Operator and all other Operators with the
same Commercial Information about those assets, services,
systems and processes; and

In this context, “the same” means exactly the same subject only to:
(i)

trivial differences; and

(ii)

such other difference as may be agreed by IMDA in writing from
time to time;

(f)

“Management Information Systems” means those management
information systems which hold Commercial Information and/or
Customer Confidential Information;

(g)

“Migration Process” means a process by which:
(i)

an Operator transfers from using one service to another service;

(ii)

a subscriber of an Operator transfers from using one service to
another service, whether supplied by the same or different
Operators; or

(iii)

any combination of (i) and (ii) above;

(h)

“Non-Affiliated Operator” means any telecommunication licensee or
broadcasting licensee qualified to purchase EOI Services from the
Licensee that is not an Affiliated Operator;

(i)

“Operational Separation Performance Indicators” means the indicators
proposed by the Licensee for the purposes of measuring the Licensee’s
compliance with the requirements of this Appendix;

Amended on 30 January 2020

35

(j)

“Operators” means both Affiliated Operators and Non-Affiliated
Operators, and “Operator” shall mean any one of the Affiliated Operators
or Non-Affiliated Operators;

(k)

“Operations Support System” or “OSS” means the operations support
system used in the maintenance or network inventory, provisioning of
services and management of faults;

(l)

“OSS/BSS Connection Service” means a service offered by the Licensee
in which the OSS/BSS of an Operator is interconnected with the
Licensee’s OSS/BSS, for the direct, fully electronic interchange of data
relating or relevant to the Operator;

(m)

“provide” includes an offer to provide, and “provision” shall be
interpreted accordingly; and

(n)

“service” means service and/or product as appropriate.

1.2.

Any other defined term used in this Appendix that is not defined in paragraph
1.1 of this Appendix shall have the meaning given to that defined term in
Schedule C of this Licence.

2.

Duty not to Discriminate and to Apply Equivalence of Inputs

2.1.

The Licensee shall treat all Operators in a non-discriminatory manner in all
respects.

2.2.

The Licensee shall apply EOI to:

2.3.

(a)

all EOI Services that it provides; and

(b)

all Migration Processes for such EOI Services which are either internal to
the Licensee or are otherwise within the Licensee’s control.

The Licensee shall ensure that the way in which it receives and evaluates requests
for the provision of any EOI Services or Migration Processes is the same for
Affiliated Operators and Non-Affiliated Operators.

Amended on 30 January 2020

36

3.

Operation of Systems

3.1

The Licensee shall ensure that the use and operations of all systems in the
provision of the EOI Services (including but not limited to its OSS/BSS
Connection Service and Management Information Systems) does not result in
the Licensee’s Commercial Information and Customer Confidential Information
being made available to any Affiliated Operator by any means whatsoever,
whether directly or indirectly.

3.2

The Licensee shall not make any network or system design decision that
discriminates in favour of any Affiliated Operator.

4.

Independence of Licensee

4.1

The Licensee shall be incorporated as a separate legal entity.

4.2

The Licensee must operate in all respects at arm’s length from Affiliated
Operators. This includes ensuring that its transactions with Affiliated Operators
are conducted and carried out in a way and manner as if the parties were not
affiliated to each other.

4.3

All transactions between the Licensee and Affiliated Operators in relation to
provision of the EOI Services must be in writing and include all the terms and
conditions of the transaction, including price. For the purposes of this
requirement:
(a)

where any transaction is executed via an online ordering platform, the
Licensee shall maintain the electronic records of such transaction for a
period of three (3) years from the date of such transaction and ensure that
all relevant information pertaining to such transaction may be retrieved
and reproduced in perceivable form for submission to IMDA upon request;

(b)

in relation to transactions for the provision of Mandated Services, the
prices, terms and conditions to be included shall be in accordance with the
ICO or a Customised Agreement as approved by IMDA; and

(c)

in relation to transactions for the provision of Non-Mandated Services, the
prices, terms and conditions to be included shall be in accordance with a
Commercial Offering for which the Licensee has notified IMDA.

Amended on 30 January 2020

37

5

Behaviour and incentives of Directors, Employees, Agents and Contractors

5.1

The Licensee’s Board of Directors:
(a)

shall, both in relation to the entire Board of Directors and in relation to
Directors having the ability to exercise voting power, be composed of a
majority who do not have responsibilities for, or within, any Affiliated
Operator;

(b)

may, subject to compliance with (a), comprise of Directors who have
responsibilities for, or within, any Affiliated Operator save that –

(c)

5.2

(i)

each shareholder of the Licensee may appoint no more than one (1)
such Director;

(ii)

no person who is responsible for directing, managing or overseeing
any business unit within an Affiliated Operator which purchases
EOI services from the Licensee or otherwise has any direct dealings
with the Licensee may serve as a Director;

(iii)

such Directors shall not be granted any greater voting power (e.g.
second or casting vote) than the Directors who comprise the
majority under (a); and

shall direct the Licensee in a way designed to secure compliance with the
requirements of this Appendix.

The Licensee shall ensure that its employees, agents and contractors are aware
of and comply with the requirements of this Appendix. Without limitation, the
Licensee shall:
(a)

ensure that its employees, agents and contractors, when making any
decisions in relation to the supply of services, act in good faith and in
what they believe to be in the best interests of the Licensee;

(b)

ensure that its employees, agents and contractors, in doing or omitting to
do anything in relation to the provision of services, act in a way that does
not discriminate in favour of any Affiliated Operator at the expense of any
Non-Affiliated Operator;

Amended on 30 January 2020

38

(c)

carry out regular training programmes to educate its employees, agents
and contractors on the requirements of this Appendix; and

(d)

implement a robust disciplinary regime to address any non-compliance
by its employees, agents and contractors.

6.

Brand

6.1

The Licensee shall develop and maintain a separate brand(s) for itself and for all
its services which shall not relate to (or in any way convey the impression that it
relates to) and/or integrate any aspect of the brand of Affiliated Operators or any
of their respective services.

7

Monitoring for Compliance

7.1

IMDA may establish a board to monitor and report on the Licensee’s compliance
with the requirements of this Appendix, paying particular attention to the
Licensee’s provision of EOI Services and Migration Processes on an
Equivalence of Inputs basis (the “Monitoring Board”). The Monitoring Board
may be comprised of such persons as IMDA may appoint at its absolute
discretion. IMDA may itself perform the functions of the Monitoring Board or
any part thereof, in which case IMDA will notify the Licensee of the same and
all relevant references to the Monitoring Board in this Appendix shall be taken
as references to IMDA.

7.2

The Licensee shall not maintain any relationships, implement any arrangements
(formal or informal) or otherwise do anything that has the effect in any way of
diluting, fettering or compromising:

7.3

(a)

the independent functioning of the Monitoring Board having regard to the
purpose for which it is established; or

(b)

the Monitoring Board’s ability to effectively discharge its duties.

The Licensee shall render its fullest co-operation to the Board to enable the
Board to effectively perform its functions, including but not limited to:
(a)

granting the Monitoring Board access to the Licensee’s Board of
Directors, Management, employees, agents and contractors for the
purpose of interviews and information gathering;

Amended on 30 January 2020

39

7.4

(b)

granting the Monitoring Board access to any information in whatever
form that is within Licensee’s power, possession or control; and

(c)

providing such other assistance as the Monitoring Board may reasonably
require.

Reporting to IMDA

7.4.1 The Licensee shall submit to IMDA:

7.5

(a)

measurements of the Licensee’s performance against the Operational
Separation Performance Indicators drawn up pursuant to paragraph 8
below, to be submitted on a quarterly basis from the Licensee’s
commencement of operations or upon request by IMDA;

(b)

a report of all complaints and complaint handling concerning the
Licensee’s compliance with the requirements of this Appendix, including
the findings and conclusions of investigations into these complaints, to be
submitted on a quarterly basis from the Licensee’s commencement of
operations or upon request by IMDA;

(c)

the governance manual prepared by the Licensee pursuant to paragraph
7.5.1, to be submitted upon request by IMDA;

(d)

a copy of the agreements for all transactions entered into between the
Licensee and Affiliated Operators in relation to provision of the EOI
Services as soon as practicable; and

(e)

such further information and details on any transaction entered into
between the Licensee and Affiliated Operators in relation to provision of
the EOI Services as may be requested by IMDA.

Governance Manual

7.5.1 The Licensee shall prepare and maintain a comprehensive governance manual
for the purpose of putting in place proper internal systems, safeguards and
policies to ensure the Licensee’s compliance with the requirements of this
Appendix. The governance manual shall cover all aspects of the Licensee’s
operations and activities to which the requirements in this Appendix relate.
Without limitation, the governance manual shall include details of the training
Amended on 30 January 2020

40

programmes and disciplinary regime implemented by the Licensee pursuant to
paragraph 5.2. The Licensee shall regularly update the governance manual to
rectify and improve on its governance regime as may be necessary or appropriate.
7.5.2 The Licensee shall strictly observe and implement the matters set out in the
governance manual and ensure that the governance manual is made available to
all employees, contractor and agents for their due compliance.
7.5.3 The Licensee shall submit a copy of the governance manual to IMDA by the
effective date of this Appendix 1, and as and when the governance manual is
updated. The Licensee shall incorporate such requirements as IMDA may
impose in its governance manual and comply with the same.
8

Operational Separation Performance Indicators

8.1

Upon notification by IMDA, the Licensee must propose for IMDA approval key
performance indicators for the purposes of measuring its compliance with the
requirements of this Appendix and in particular, the Licensee’s provision of
services to Affiliated Operators as compared to the provision of services to NonAffiliated Operators (the “Operational Separation Performance Indicators”).

8.2

The Operational Separation Performance Indicators, in relation to any and all
its EOI Services and Migration Processes, shall at the minimum include:
(a)

the average time that the Licensee takes to respond to a request for an EOI
Service or Migration Process;

(b)

the percentage of requests for an EOI Service or Migration Process that
are completed on time;

(c)

the average number of faults reported for an EOI Service or Migration
Process;

(d)

the average time taken to rectify a fault for an EOI Service or Migration
Process; and

1

In the case of a Licensee which has an Affiliated Operator as at the Closing Date, by no later than 6 months from
the Closing Date and in the case of a Licensee which has no Affiliated Operator as at the Closing Date but which
subsequently comes to have an Affiliated Operator, by no later than 6 months from the date of such event.

Amended on 30 January 2020

41

(e)

the percentage of faults rectified on time for an EOI Service or Migration
Process;

for Affiliated Operators, and separately for Non-Affiliated Operators.
8.3

IMDA reserves the right to seek public comments and/or to direct the Licensee
to make changes to the Operational Separation Performance Indicators, and/or
to add new performance indicators to the Operational Separation Performance
Indicators, at any time.

8.4

The Operational Separation Performance Indicators, as may be amended from
time to time, shall be deemed to be incorporated into this Appendix for the
purposes of compliance by the Licensee.

8.5

From the commencement of operations, the Licensee shall publish on the
Licensee’s website details of its performance against the Operational Separation
Performance Indicators on a regular basis or at such frequency as may be
determined by IMDA.

9

IMDA’s Right to Issue Directions, Conduct Audit and Require Accounting
Separation

9.1

IMDA shall have the right to issue such directions to the Licensee as IMDA
considers appropriate in order to ensure the Licensee’s compliance with the
requirements of this Appendix. The Licensee shall strictly and without any undue
delay comply with such directions.

9.2

IMDA shall have the right, by itself or through external auditors appointed by
IMDA, to conduct audits of any aspect of the Licensee’s operations at any time
in order to ensure Licensee’s compliance with the requirements of this Appendix.
The Licensee shall render its fullest co-operation to IMDA and provide all
necessary support, information and assistance to IMDA in relation to the conduct
of such audits.

9.3

If any audit reveals a non-compliance of this Appendix by the Licensee, the
Licensee shall immediately take all steps necessary to rectify such noncompliance, and IMDA shall be entitled to conduct subsequent audits in order to
ensure that such non-compliance has been rectified. The Licensee shall
indemnify IMDA in respect of all costs and expenses incurred arising out of or
in connection with the conduct of such subsequent audits, including but not

Amended on 30 January 2020

42

limited to the fees of independent auditors appointed by IMDA, until such
subsequent audits confirms that the non-compliance has been rectified.
9.4

Nothing in the foregoing shall prejudice or preclude IMDA right to take such
action against the Licence for breach of the requirements of this Appendix in
accordance with IMDA’s powers, functions and duties under the
Telecommunications Act (Cap. 323) or in this Licence.

9.5

IMDA reserves the right to require the Licensee to apply accounting separation
in respect of any or all of the services provided by the Licensee.

Amended on 30 January 2020

43

APPENDIX 2
BASIC MANDATED SERVICES
1.

Residential Per-End-User Connection;

2.

Non-Residential Per-End-User Connection;

3.

NBAP Per-End-User Connection;

4.

QP Ethernet Virtual Private Line Service (QP-EVPL);

5.

Provider Backbone Ethernet Virtual Connection Service (PB-EVC);

6.

Aggregation Ethernet Virtual Connection Service (AG-EVC);

7.

Layer 2 VPN Service;

8.

Layer 2 Ethernet LAN Service;

9.

Layer 3 VPN Service; and

10.

IP Multicast Connection Service

44

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

45

"
50,05bbb43fc233b5556748b09a2737b963d3d2c3ef,Orange Carriers Singapore Pte. Ltd. f.k.a. France Telecom Long Distance Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/FranceTelecom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
ORANGE CARRIERS SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 FEBRUARY 2002
RENEWED ON 1 FEBRUARY 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Renewed on 1 February 2017

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Renewed on 1 February 2017

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY ORANGE
CARRIERS SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY ORANGE CARRIERS
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 1 February 2017

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
ORANGE CARRIERS SINGAPORE PTE LTD
UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 February 2002, the Info-communications Development Authority of
Singapore (hereinafter referred to as the “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Orange Carriers Singapore Pte Ltd (hereinafter referred to
as “the Licensee”) to establish, install and maintain the telecommunication
systems specified in Schedule A (hereinafter referred to as “the Systems”); to
operate and provide the telecommunication services specified in Schedule B
(hereinafter referred to as “the Services”) subject to the terms and conditions
set out herein; and the specific terms and conditions set out in Schedule C.

B.

On 8 August 2016, the Licensee submitted its request to renew the Licence
which is due to expire on 1 February 2017.

C.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

D.

The Licence is renewed, subject to the terms and conditions set out herein
which shall be referred to and taken by all parties concerned as the Licence.

Renewed on 1 February 2017

1

Period of Licence

1.1

The Licence is renewed on 1 February 2017 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 39 or terminated by the Licensee in accordance
with Condition 40 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 1 February 2017

financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 1 February 2017

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 February 2017

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

Renewed on 1 February 2017

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

9.2

The Authority reserves the right to direct the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to direct the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 February 2017

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, the Authority may grant conditional approval for
the Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will not
cause interference to or receive interference from other authorised networks.

Renewed on 1 February 2017

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of the
Authority and the Licensee shall have no proprietary right to the telephone
number(s) assigned. The Licensee shall take the necessary steps to ensure that
the number(s) allocated is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any telephone
number(s) given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Renewed on 1 February 2017

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Renewed on 1 February 2017

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Renewed on 1 February 2017

then the Licensee shall route such international incoming calls on
specified circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 February 2017

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to The Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by the Authority or the relevant
law enforcement or security agencies to carry out their functions or
duties.

Renewed on 1 February 2017

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 February 2017

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Renewed on 1 February 2017

30.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

31

Board Directorships and Management Appointments

31.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

32

Direction by the Authority

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

32.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 1 February 2017

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

33.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

34

Provision of Information to the Authority

34.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 34.2 to the Authority for
inspection and verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 34.1, as
well as the fact that the Authority has requested for such document and/or
information.

Renewed on 1 February 2017

34.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 34.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 34.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

35.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Renewed on 1 February 2017

36.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 36.1 applies
for its compliance.

Renewed on 1 February 2017

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

39

Suspension/Cancellation

39.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

40.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Renewed on 1 February 2017

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 February 2017

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 February 2002
Renewed on 1 February 2017

Director-General (Telecoms & Post),
Asst. CE (Connectivity & Competition Development)
Info-communications Media Development Authority

Renewed on 1 February 2017

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 February 2017

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY ORANGE CARRIERS SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 1 February 2017

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY ORANGE CARRIERS SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 1 February 2017

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

(b)

At least 90% of calls made are able to seize a circuit.

Renewed on 1 February 2017

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by the
Authority. The particulars should include the customer’s name, address,
Certificate of Incorporation of Business Registration Number and details of
the services provided, such as international leased circuit speeds and
destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Prepaid SIM Cards

3.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

Renewed on 1 February 2017

4

Registration of Customers of Prepaid SIM Cards

4.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

4.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass

Renewed on 1 February 2017

(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

5

Registration of Retailers of Prepaid SIM Cards

5.1

The Licensee shall:

5.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

contact telephone number(s) of the retailer; and

Renewed on 1 February 2017

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

5.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
4.1, 4.2 and 4.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

5.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

6

Access to the Registration Information

6.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

6.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

6.3

The records of access referred to in Condition 6.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

Renewed on 1 February 2017

6.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

6.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

7

Service Registration for Post-Paid SIM Cards

7.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

7.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;
(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

7.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

7.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence

Renewed on 1 February 2017

Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.
7.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

8

Minimum Age of Customers

8.1

The Licensee shall not provide the Services to any person below the age 15
years.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 February 2017

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

Renewed on 1 February 2017

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:

Renewed on 1 February 2017

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

Renewed on 1 February 2017

(c)

5.2

5.3

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.
The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

Renewed on 1 February 2017

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

Renewed on 1 February 2017

7.6

7.7

7.8

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 February 2017

"
51,20ea265cb0aaa0aee79ad46b9ad11037bca20bc0,PGAS Telecommunications International Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/PGASIntl.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
PGAS TELECOMMUNICATIONS INTERNATIONAL PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 15 DECEMBER 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 15 December 2017

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 15 December 2017

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY CAMPANA GROUP
(SINGAPORE) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY CAMPANA GROUP
(SINGAPORE) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 15 December 2017

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO PGAS TELECOMMUNICATIONS INTERNATIONAL PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to PGAS Telecommunications International Pte Ltd (hereinafter referred to as “the
Licensee”) a licence (hereinafter referred to as “the Licence”) to establish, install and
maintain the telecommunication systems and to operate and provide the
telecommunication services as specified in the Licence. For the avoidance of doubt, all
terms and conditions herein and in the Schedules annexed hereto, shall be collectively
referred to and taken by all parties concerned as the Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Issued on 15 December 2017

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Issued on 15 December 2017

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 15 December 2017

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 15 December 2017

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 15 December 2017

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 15 December 2017

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 15 December 2017

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) allocated
is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 15 December 2017

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 15 December 2017

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 15 December 2017

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 15 December 2017

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 15 December 2017

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 15 December 2017

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 15 December 2017

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 15 December 2017

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 15 December 2017

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 15 December 2017

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 15 December 2017

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 15 December 2017

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 15 December 2017

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 15 December 2017

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Issued on 15 December 2017

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 15 December 2017

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY
PGAS TELECOMMUNICATIONS INTERNATIONAL PTE LTD

[Licensee specific details have been removed]

Issued on 15 December 2017

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY
PGAS TELECOMMUNICATION INTERNATIONAL PTE LTD

[Licensee specific details have been removed]

Issued on 15 December 2017

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 15 December 2017

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Registration of Subscribers

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 4.1 does not apply to prepaid card
services.

4.2

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 15 December 2017

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscriber:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations;
and

(f)

assigned User ID/User Name where applicable.

Issued on 15 December 2017

2.2

The register shall be kept by the Licensee for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

4.

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

Issued on 15 December 2017

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration
Act (Cap. 201), passport or Employment Pass and make and keep
a photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through
appropriate documents that are recognised by the authorised
establishments in the country of purchase.

4.4

In the case of termination of the Services to a subscriber, the subscriber’s
records shall be kept by the Licensee for a period of not less than twelve (12)
calendar months from the date of termination.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised

Issued on 15 December 2017

Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in
Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that
are recognised by the authorised establishments in the country of
origin, shall be used instead; and

(c)

contact telephone number(s) of the retailer.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 15 December 2017

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 15 December 2017

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid SIM
cards; and

Issued on 15 December 2017

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 15 December 2017

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 15 December 2017

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 15 December 2017

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 15 December 2017

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 15 December 2017

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 15 December 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”) standard
network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long and include a
country code, area or city code, and a local number.

Issued on 15 December 2017

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

4.2

(a)

name, address, and as applicable, NRIC number, FIN, passport
number of the subscriber and Unique Entity Number of the
company for corporate customer (or, where the subscriber is not
located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead);

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types;

(f)

assigned User ID/User Name where applicable; and

(g)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable; and

(h)

IP telephony number assigned to the subscriber.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 15 December 2017

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the IP Telephony service to a subscriber, the
subscriber’s records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(d)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 15 December 2017

recognised by the authorised establishments in the country of origin,
shall be used instead.);
(e)

Contact telephone number(s) of the retailer; and

(f)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

6.3

The Licensee shall ensure that:

Issued on 15 December 2017

(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:

6.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

Issued on 15 December 2017

(b)

6.8

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 15 December 2017

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 15 December 2017

"
52,53a0c209762a358cd288e00744fa97601c9d47e8,Planetcast International Pte. Ltd. (f.k.a. Adore Technologies Pte Ltd),https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Planetcast.pdf,1627,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(SATELLITE UPLINK AND DOWNLINK)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY TO
PLANETCAST INTERNATIONAL PTE. LTD. UNDER SECTION 5 OF
THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 AUGUST 2014
RENEWED ON 1 AUGUST 2024

TABLE OF CONTENTS

PART I:
1
2
3
4

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:
5
6
7
8
9

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information

PART V:
17
18
19
20

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART IV:
15
16

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Earth Stations
Antenna Site Clearance Requirements
Use of Radio Frequencies
Use of Alternative Satellites

PART III:
10
11
12
13
14

INTRODUCTION

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

Renewed on 1 August 2024

21
22
23
24
25
26
27

Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Co-operation with Civil/Public Bodies
Participation in Emergency Activities
International Obligations

PART VI:
28
29
30
31
32
33
34
35
36
37

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A - LIST OF SATELLITES TO BE ACCESSED
PLANETCAST INTERNATIONAL PTE. LTD.

Renewed on 1 August 2024

BY

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
(SATELLITE UPLINK AND DOWNLINK)
GRANTED BY THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT
AUTHORITY TO
PLANETCAST INTERNATIONAL PTE. LTD.
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 1 AUGUST 2014

PART I: THE LICENCE
A.

The Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it
under Section 5 of the Telecommunications Act 1999 (hereinafter referred
to as “the Act”), hereby grants to Adore Technologies Pte Ltd (now known
as Planetcast International Pte. Ltd. and hereinafter referred toas “the
Licensee”) a licence (hereinafter referred to as “the Licence”) to establish
and install and maintain a satellite uplink and downlink facility (hereinafter
referred to as “the Systems”) as defined in Schedule A for the carriage of
signals for broadcasting only (hereinafter referred to as “the Services”)
subject to the terms and conditions set out herein.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications
Media Development Authority (hereinafter referred to as the “Authority”)
by the enactment of the Info-communications Media Development
Authority Act 2016 (the “IMDA Act”). Section 91(1) of the IMDA Act
preserves the validity of the Licence and deems the Licence as having been
granted by the Authority under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of
its powers under Section 79 of the Act, modified the terms and conditions
of the Licence, which took effect on 21 January 2019.

D.

On 2 February 2024, the Licensee submitted its confirmation to renew the
Licence, which is due to expire on 1 August 2024.

Renewed on 1 August 2024

E.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall collectively be referred to and taken by all
parties concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 August 2024 and shall be valid for a period of
five (5) years from such date, unless suspended or cancelled by the Authority
in accordance with Condition 30 or terminated by the Licensee in accordance
with Condition 31 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee of $5,000 within two
(2) weeks of the grant of the Licence. For subsequent years, the annual
licence fee of $5,000 shall be paid by the Licensee to the Authority by no
later than the anniversary date of the grant of the Licence.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence
and shall not be released from such obligations by reason of any late
payment of licence fee.

Renewed on 1 August 2024

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior written approval of the Authority.

3.2

Any such approval given shall be subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A, comprising satellite earth stations and any telecommunication
equipment as authorised in writing by the Authority, for the provision of
Services. The Licensee shall not operate any system not described in
Schedule A except with the prior approval of the Authority.

4.2

The Licensee is authorised to receive signals from a satellite to the earth
station in Singapore (downlink) and/or to transmit signals from the earth
station in Singapore to the same satellite or a different satellite (uplink) for
broadcasting purposes only.

4.3

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

Renewed on 1 August 2024

PART II: TECHNICAL OBLIGATIONS
5

Use of Telecommunication Equipment in the Systems

5.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority's approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

5.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

6

Operation of Earth Stations

6.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communications) Regulations for the
operation of earth stations and any other radio-communication stations
comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees
for the allocation and management of frequencies by the Authority.

6.2

The Licensee shall install earth stations of a type already coordinated or in
the process of being coordinated by the operator of the specified satellite in
the inter-system coordination with other satellite networks and shall ensure
that its working with the satellite is in accordance with the relevant
provisions of the ITU Radio Regulations and any other international treaty
to which Singapore is a party.

6.3

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of the earth
station and any other radio-communication station comprised in the Systems
shall be submitted in writing for the Authority’s prior approval.

Renewed on 1 August 2024

6.4

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of the earth station and any other radio-communication
station comprised in the Systems.

7

Antenna Site Clearance Requirements

7.1

The Licensee shall be solely responsible for obtaining approval from the
relevant authorities for the siting of the earth station and the position of the
antenna.

8

Use of Radio Frequencies

8.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

8.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

9

Use of Alternative Satellites

9.1

The Licensee shall inform the Authority in writing, from time to time, of any
change in the name, orbital position and other technical characteristics of the
satellite(s) used in the operation of the Systems and the provision of the
Services.

9.2

Where the Licensee wishes to use an alternative satellite which was not
specified by the Licensee in the licence application, the Licensee shall seek
the Authority’s approval in writing at least one (1) month in advance and shall
specify the circumstances necessitating the use of the alternative satellite.

Renewed on 1 August 2024

PART III: ACCESS AND INTERCONNECTION OBLIGATIONS
10

Requirements to Provide Access

10.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

10.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

10.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notification which the Authority may issue from time
to time.

11

Connection to Other Systems

11.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

11.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may from time to time impose.

Notwithstanding Condition 11.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under its control such equipment or system.

Renewed on 1 August 2024

11.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority, whose decision shall be final.

12

Arrangements for Connection to System

12.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the System other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the System.

12.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

12.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7
signalling, then the Licensee shall route such international incoming
calls on specified circuits.

Renewed on 1 August 2024

13

Changes to System

13.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the System which would require changes to any equipment or
systems connected to the System or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

13.2

Where the Authority considers that a change in the System referred to in
Condition 13.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the System, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

14

Infrastructure Sharing and Deployment

14.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

14.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 August 2024

PART IV:

SERVICE OBLIGATIONS

15

Price Control/Tariffing Arrangements/Quality of Service Standards

15.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Systems provided by the Licensee with
which the Licensee shall comply.

15.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

15.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such Services.

16

Publication of Charges, Terms and Conditions and Other Information

16.1

The Licensee shall publish information about the Systems it provides,
covering inter alia, descriptions and pricing of the services available, the terms
and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as the
Authority may require the Licensee to publish in relation to the Services.

Renewed on 1 August 2024

PART V:

OTHER OBLIGATIONS

17

Codes of Practice and Advisory Guidelines

17.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

18

Restriction on Undue Preference and Undue Discrimination

18.1

The Licensee shall not show undue preference towards or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

19

Restriction Against Anti-Competitive Arrangements

19.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

20

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

20.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this Licence
to share in the benefits of, or otherwise gain any rights or privileges under this
Licence, or which would otherwise result in a breach or circumvention of
Condition 3.1, the Licensee shall seek the Authority’s written approval for the
joint venture, association, contract or arrangement in question.

Renewed on 1 August 2024

20.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

20.3

If the Licensee fails to effect the necessary changes referred to in Condition
20.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

20.4

Nothing in Condition 20.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.

21

Board Directorship and Management Appointments

21.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

22

Direction by the Authority

22.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

22.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 22.1.

22.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 1 August 2024

disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
23

Dispute Resolution

23.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

23.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

24

Provision of Information to the Authority

24.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

24.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 24.2 to the Authority for
inspection and verification.

24.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 24.1, as
well as the fact that the Authority has requested for such document and/or
information.

24.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 24.1 as the Authority deems

Renewed on 1 August 2024

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 24.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.
25

Co-operation with Civil/Public Bodies

25.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

26

Participation in Emergency Activities

26.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

26.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 26.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

26.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

27.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the

Renewed on 1 August 2024

Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.
27.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 27.1 applies
for its compliance.

Renewed on 1 August 2024

PART V: SUSPENSION, VARIATION AND TERMINATION
28

Penalty Framework for Breach of Licence Conditions

28.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 10 of
the Act.

29

Variation of Terms of Licence

29.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

30

Suspension/Cancellation

30.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

31

Termination of Licence or Cessation of Systems or Services

31.1

In the event that the Licensee desires to terminate its Licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

31.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 31.1.

32

Rights upon Termination, Suspension or Cancellation

32.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

Renewed on 1 August 2024

33

Exceptions and Limitations on Obligations

33.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
34

Compliance with the Law

34.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communications)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

34.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

35

Governing Law

35.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 August 2024

36

Service of Notices

36.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

37

Severability

37.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 1 August 2014
Renewed on 1 August 2024

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 1 August 2024

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provision of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has
in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act, until such regulations are revoked or repealed
by subsidiary legislation made under this Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may
be amended from time to time.

Renewed on 1 August 2024

SCHEDULE A
LIST OF SATELLITES TO BE ACCESSED BY
PLANETCAST INTERNATIONAL PTE. LTD.
[Licensee specific details have been removed]

Amended on 18 March 2024

"
53,a3c0b8715e6c51777ff78d8e4b35d605165a6e1b,Reach International Telecom (Singapore) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/ReachITel.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
REACH INTERNATIONAL TELECOM (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 28 JUNE 2001

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.
21.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Ownership, Shareholding and Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law

46.
47.

Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C
SCHEDULE D

-

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS
PERFORMANCE BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
REACH INTERNATIONAL TELECOM (SINGAPORE) PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999
ON 28 JUNE 2001

PART I:

THE LICENCE

The Info-communications Development Authority of Singapore (hereinafter referred to as
“IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act"") hereby grants to
Reach International Telecom (Singapore) Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication systems
specified in Schedule A (hereinafter referred to as “the Systems""); to operate and provide
the telecommunication services specified in Schedule B (hereinafter referred to as ""the
Services"") subject to the terms and conditions set out herein; and the specific terms and
conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under Section
5 of the Act.

2

Payment of Licence Fee*
(*Condition 2 was amended on 1 January 2013.)

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;
(b)0.8% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $50 million
up to $100 million; and
(c)1% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence and
shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited accounts, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited accounts are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to IDA interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by IDA, which interest shall accrue
from day to day and shall be calculated on the basis of the actual number of
days elapsed and a 365 day year. The applicable rate of interest shall be
the average of the prevailing prime lending rates of the banks and finance
companies quoted and published by the Monetary Authority of Singapore.

For the avoidance of doubt, the Licensee shall continue to be subject to its
obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later
than 6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by IDA for breach of Condition 2.6
or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the delivery and transmission of the Services as described in Schedule B.
The Licensee shall not operate or provide any system or service not described
in Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide IDA such
technical and/or non-technical information as may be required by IDA within
such period as may be specified by IDA.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

quality of service standards, pricing and service provisioning schemes and any
other commitments as submitted to IDA in its licence application.
6

Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence, provide
IDA with a performance bond to secure the obligations of the Licensee under
Schedule D in the form of a Banker’s Guarantee made in favour of IDA. IDA
will specify in detail the terms and conditions of the performance bond for the
Licensee based on the Licensee’s application commitments and any additional
terms and conditions deemed necessary by IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.

8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all way possible for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the
Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed*.
(* Condition 10.1 was replaced w.e.f. 1 September 2003.)

10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories*
(*Heading of Condition 11 has been replaced w.e.f. 28 April 2011.)

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at annual
intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

PART III: TECHNICAL OBLIGATIONS
13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radiocommunication Stations

14.1

The Licensee shall apply for all necessary licences under the
Radiocommunication Regulations for the operation of any radiocommunication
stations comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees
for the allocation and management of frequencies by IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radiocommunication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

14.3

The height of the antenna of any radiocommunication station comprised in the
Systems shall not exceed 50 metres above mean sea level (AMSL). Where
necessary however, IDA may grant conditional approval for the Licensee to
exceed the prescribed height level provided that the Licensee shall take all
necessary steps, at its own cost, to ensure that its network will not cause
interference to or receive interference from other authorised networks.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radiocommunication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems is adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of Services. The Licensee
shall take all necessary steps to ensure that the numbers allocated are
efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss
or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s Interconnection & Access Framework,
Arrangements and Requirements, including Codes of Practice, which IDA may
from time to time, issue to the Licensee.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by
IDA which systems also meet any other requirements, which IDA may
from time to time impose.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person who
has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by IDA
whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by IDA. In particular, the Licensee shall not, except where IDA
is satisfied that it is reasonable, exercise any Intellectual Property Rights which
it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, `Intellectual Property Rights' means, without prejudice to its
generality, the rights to patents, trade marks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line Identity
shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling should
be set to the value “1” to identify an international incoming call for
systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the

Licensee shall route such international incoming calls on specified
circuits.
(*Condition 19.3 was added on 26 February 2007)

20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes in its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s Framework for Facilities Sharing and
Deployment, including Codes of Practice.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure with
other telecommunication licensees in designated areas in the national and/or
public interest or otherwise, IDA shall inform the licensees accordingly so that
licensees can make the necessary arrangements before submitting their
infrastructure sharing plans to IDA for approval. The Licensee shall share
infrastructure whenever and wherever mandated by IDA in accordance with
the Framework for Facilities Sharing and Deployment, including Codes of
Practice.

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

23

Publication of Charges, Terms and Conditions and Other Information
(* Condition 23.1 was amended w.e.f 18 November 2011)

23.1

24
24.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as IDA may
require the Licensee to publish in relation to the Services.
Confidentiality of Subscriber Information
The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well as
any additional or supplemental guidelines, which IDA may issue from time to
time to the Licensee.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by the
Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be placed
at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of Services
by the Licensee or any other telecommunication system and/or services
licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by IDA to provide those services.

30.2

In this Condition, `Authorised Overseas System' means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek IDA’s approval for the joint venture, association,
contract or arrangement in question.

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract
or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
IDA for any act, omission, default, neglect or otherwise of the agents and
independent contractors or sub-contractors in carrying out any such works or
providing any such services.

32

Ownership, Shareholding and Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide IDA
with the details of any such change and any further information requested
by IDA*.
(* Condition 32.1 was amended on 4 April 2005.)

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly or
in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by IDA. The Licensee shall not during the currency and
after the expiry, termination or cancellation of the Licence disclose or permit
the disclosure of any of the said directions to any person not authorised to
receive the same without the prior written consent of the Chief Executive
Officer of IDA. The Licensee shall further take all reasonable precautions in

dealing with the said directions so as to prevent any unauthorised person from
having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision shall
be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within its
knowledge, custody or control, which IDA may, by notice or direction require.
The Licensee undertakes to IDA that any such document and information
provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions of
the Licence, IDA may from time to time require the Licensee to arrange at its
own expense, for a separate and independent audit of its activities. The
Licensee shall, at IDA's request, submit the audited accounts and reports
prepared under this Condition 35.2 to IDA for inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as the
fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to IDA
pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to disclose
any document or information obtained pursuant to Condition 35.1 and IDA
considers that the disclosure would result in the release of information
concerning the business, commercial or financial affairs of the Licensee or
which disclosure would or could reasonable be expected to adversely affect the
Licensee’s lawful business, commercial or financial affairs, IDA will give the
Licensee a reasonable opportunity to make representations on the proposed

disclosure before IDA makes a final decision on whether to disclose the
information.
36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement or
Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a fine on
the Licensee in accordance with Section 8 of the Act. IDA may also forfeit any
monies payable under the performance bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a fine in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its licence or any of the
Services it operates, the Licensee shall seek IDA’s approval in writing at least
six months in advance.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof ceases or abates.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with the Act, the Radiocommunication
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged in the Registry of Companies and Businesses.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated this 28th day of June 2001

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Telecommunications Act 1999 until
such regulations are revoked or repealed by subsidiary legislation made under
the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY REACH INTERNATIONAL TELECOM
(SINGAPORE ) PTE LTD

[Licensee specific details have been removed]

SCHEDULE B
(Amended with effect from 17 July 2002)

DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED
BY REACH INTERNATIONAL TELECOM (SINGAPORE) PTE LTD

[Licensee specific details have been removed]

SCHEDULE C

(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

2

Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the ISR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licensee shall ensure that the access codes are used efficiently
and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (QoS)
standards below for the international voice and/or data services provided:

(a)
(b)

At least 95% of calls should not have a post dialing delay of more
than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

3.2

IDA reserves the right to modify the above standards from time to time,
and inform the licensee accordingly for compliance.

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to
ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).

5

Call Barring Facilities

5.1

The Licensee shall provide some form of international call barring facilities
to any consumer who wish to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

(*Condition 6.1 was deleted w.e.f. 1 November 2011.)

SCHEDULE C

(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

(*Condition 5.1 (a) & (b) was deleted w.e.f. 1 November 2011.)

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic-mail Address Portability

1.1

The Licensee shall at its own expense, comply with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Media Development Authority (“MDA”) for the content that is transmitted
through the System.

3

Publication of Information in Relation to Broadband Internet Access Services
(* Condition 3.1 was inserted w.e.f 18 November 2011)

3.1

The licensee shall comply with such frameworks as may be established by IDA
for the publication of information pertaining to broadband Internet access
services offered by the Licensee, including but not limited to the access speeds,
throughput, round-trip latency, webpage loading time and any other
information that IDA may require the Licensee to publish.

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a) There shall be no delay in starting the announcement or programme
when a call is connected;
(b) Each of the live Audiotex services shall be assigned a different
telephone number;
(c) There shall be no interruption during the announcement or programme;
and
(d) Such other standards as may be specified by IDA from time to time.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a) the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
(b) the first 12 seconds of a call where the charge announcement lasts 10
seconds.

SCHEDULE D
(Amended with effect from 17 July 2002)

PERFORMANCE BOND

[Licensee specific details have been removed]

"
54,8a252745337f93729c0ad20ed7e4a51abbb4078d,Reliance Jio Infocomm Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/RelianceJio.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
RELIANCE JIO INFOCOMM PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 8 JULY 2013

ISSUED ON 8 JULY 2013

Issued on 8 July 2013

TABLE OF CONTENTS

AWS

wy

Pr

PART I:

THE LICENCE

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART Ii:

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PARTIV:
13.
14.
15.
16.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 8 July 2013

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17.

Requirements to Provide Access

18.
19.

Connection to Other Systems
Arrangements for Connection to Systems

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:

22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

30.
31.

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
‘Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or

32.
33.

Services
Management Arrangements
Direction by IDA

34,
35.

Dispute Resolution
Provision of Information to IDA

36.

Participation in Emergency Activities

37.

International Obligations

Issued on 8 July 2013

PART VH:
38.
39,
40.
41.
42,
43.
44,
45,
46.
47.

SUSPENSION, VARIATION AND TERMINATION

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C

-

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

PERFORMANCE

Issued on 8 July 2013

BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
RELIANCE JIO INFOCOMM PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 8 JULY 2013

PARTI:

THE LICENCE

The Info-communications Development Authority of Singapore (hereinafter referred to

as “IDA”),

in exercise

of the powers

conferred

on it under

Section

5 of the

Telecommunications Act (Chapter 323) (hereinafter referred to as “the Act"") hereby
grants to Reliance Jio Infocomm Pte Ltd (hereinafter referred to as “the Licensee”) a
licence to establish, install and maintain the telecommunication systems specified in
Schedule A (hereinafter referred to as “the Systems""); to operate and provide the
telecommunication services specified in Schedule B. (hereinafter referred to as ""the
Services"") subject to the terms and conditions set out herein; and the specific terms and
conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years, unless suspended or cancelled by IDA in accordance with

Condition 40 or terminated by the Licensee in accordance with Condition 41
of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

Issued on 8 July 2013

Payment of Licence Fee
2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (‘AGTO”) for-the provision of the services during the

Licensee’s financial year. The annual fee payable shall be the total of —
(a)

aminimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than

$50 million up to $100 million; and
(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than

$100 million.
The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.
2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited accounts submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited accounts, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited accounts are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to day

and shall be calculated on the basis of the actual number of days elapsed and
a 365 day year.

The applicable rate of interest shall be the average of the

prevailing prime lending rates of the banks and finance companies quoted and

published by the Monetary Authority of Singapore.
Issued on 8 July 2013

For the avoidance of

doubt, the Licensee shall continue to be subject to its obligations under the
Licence and shall not be released from such obligations by reason of any late

payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.
Licence is not Transferable

3.1

The Licensee

shall not assign, transfer, sublet or otherwise

dispose of its

rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA
3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.
Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

Issued on 8 July 2013

Licence Application Proposals
5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.
Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence,
provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of IDA. IDA will specify in detail the terms and conditions of the
performance bond for the Licensee based on the Licensee’s application
commitments and any additional terms and conditions deemed necessary by
IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

Issued on 8 July 2013

BASIC OBLIGATIONS OF LICENSEE

PART I:

Public Emergency Call Services
71

The Licensee shall ensure that
(a)
any person through customer premises equipment; and.

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
Public Maritime Emergency Services
8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

Co-operation with Civil/Public Bodies
9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication

services,

directory

integrated

database.

IDA

customer

enquiry

services

reserves

the right

based

on

an

to require

the

Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
Issued on 8 July 2013

10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Issued on 8 July 2013

PART UI:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shal! in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The

Licensee

shall

apply

for

all

necessary

licences

under

the

Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA:
14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in

writing for IDA's prior approval.
14.3

The height of the antenna of any radio-communication station comprised in
the Systems

shall not exceed 50 metres

above mean

sea level (AMSL).

Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not

cause

networks.

Issued on 8 July 2013

interference

to or receive

interference

from

other

authorised

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems is
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of Services. The Licensee
shall take all necessary steps to ensure that the numbers allocated are
efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)

assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for

any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Issued on 8 July 2013

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The

Licensee

shall provide

to any person

licensed by IDA

to provide

telecommunication services in Singapore, means of access to the Systems.
17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems

on request and at appropriate

connection points, which it shall provide for this purpose:
(a)

any equipment

approved

or exempted

from

approval

by

IDA

for

connection to the Systems; and
(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

18.2

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

Issued on 8 July 2013

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person

who has under his control such equipment or system.
18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by

IDA whose decision shall be final.
19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
airangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise atry Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or

inhibits the connection of approved equipment or.systems to the Systems.
19.2

In this Condition, ‘Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trade marks, designs, know-how and
copyright.

19.3

The Licensee is required to
requirements and safeguards:

comply

with

the

following

technical

(2)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7

Issued on 8 July 2013

signalling, then the Licensee shall route such international incoming
calls on specified circuits.
Changes to Systems

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes

it intends

to implement

in the specification or

performance of the Systems which would require changes to any equipment
or systems

connected

to the Systems

or which would

have

the effect of

making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.
20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes in its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s Framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure

with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before

submitting their infrastructure sharing plans. to IDA

for approval.

The

Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the Framework for Facilities Sharing and Deployment,

including Codes of Practice.

Issued on 8 July 2013

SERVICE OBLIGATIONS

PART V:
22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and

accounts to IDA for inspection.
22,3

IDA reserves the right to require the Licensee to file its schemes of service,

including non-price terms and conditions for the provisioning of services and
ptice schemes with IDA before commercial launch or announcement of such
services.
23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
comimercial and technical services, and such other information as IDA may

require the Licensee to publish in relation to the Services.
Confidentiality of Subscriber Information

The

Licensee

shall respect and ensure the confidentiality of subscriber

information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,

prevent or investigate into frand;
(b)

disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

where

Issued on 8 July 2013

PART VI

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time to the Licensee.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and

conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA

is of the opinion that the Licensee’s competitor could be

placed at a significant competitive disadvantage or that competition would be

prevented or substantially restricted.

Issued on 8 July 2013

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable
competition

or not, which

shall in any way

in relation to the operation

prevent

of the Systems

or restrict

or provision

Services by the Licensee or any other telecommunication

system

of

and/or

services licensed by IDA.
30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

30.2

Tn this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under

this

Licence,

or

which

would

otherwise

result

in

a breach

or

circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Issued on 8 July 2013

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms

and

conditions

of the joint venture,

association,

contract or arrangement referred to above.
313

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA

may

direct the Licensee to terminate

any such joint venture,

association, contract or arrangement.

314

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless

otherwise

expressly

specified,

the Licensee

shall safeguard

the

secrecy of all directions given by IDA. The Licensee shall not during the

currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
Issued on 8 July 2013

not authorised to receive the same without the prior written consent of the
Chief Executive Officer of IDA.
The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 35.2 to IDA for inspection and
verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as
the fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to

IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and

IDA

considers

that the

disclosure

would

result in the release

of

information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonable be expected to
Issued on 8 July 2013

adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations

on the proposed

disclosure

before

IDA

makes

a final

decision on whether to disclose the information.

36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration
agencies, organisations and Government ministries

with other relevant
and departments, in

accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement
or Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

Issued on 8 July 2013

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a fine
on the Licensee in accordance with Section 8 of the Act. IDA may also
forfeit any monies payable under the performance bond as stated in Condition

6.
39

Variation of Terms of Licence

39.1

Pursuant-to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a fine in such amounts IDA thinks fit.

41

Termination of Licence

All

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.3

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any

other fee paid in advance.

Issued on 8 July 2013

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

national

authority,

local

authority

or

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the

factor(s) which prevented the performance thereof is resolved..
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications
(Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be

required under any written law in force in Singapore.

Issued on 8 July 2013

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory

Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated 8 July 2013

Director General (Telecoms & Post)
Info-communications Development Authority of Singapore

Issued on 8 July 2013

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:

(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

©)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(@)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

©)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

@

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

{g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines,

Codes

or Framework

or other rules or

documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

Issued on 8 July 2013

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY RELIANCE JIO INFOCOMM PTE LTD

[Licensee specific details have been removed]

Issued on 8 July 2013

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY RELIANCE JIO INFOCOMM PTE LTD

[Licensee specific details have been removed]

Issued on 8 July 2013

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

Metering
1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.
Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the JSR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licenses shall ensure that the access codes are used efficiently
and effectively.
Quality of Service

3.1

The licensee shall comply with the minimum

Quality of Services (QoS)

standards below for the international voice and/or data services provided:

3.2

(a)

At least 95%

of calls should not have a post dialling delay of

(b)

more than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

IDA reserves the right to modify the above standards from time to time,

and inform the licensee accordingly for compliance.

Issued on 8 July 2013

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to

ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).
5

Call Barring Facilities

5.1

The

Licensee

shall provide

some

form

of international

call barring

facilities to any consumer who wish to bar the Licensee’s international call
services, regardless of whether the consumer is a subscriber of any service
provided by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Issued on 8 July 2013

4

SCHEDULE

C

(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

Declaration of Usage
1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.
Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name; address, Certificate of

Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.
The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

Marketing

3.1

The

Licensee

shall

state

clearly

in

all

marketing

and

communications that the Licensee is a leased circuit reseller.

Issued on 8 July 2013

promotional

4

Quality of Service

41

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Issued on 8 July 2013

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

Electronic Mail Address Portability
Ll

The Licensee shall comply, at its own cost, with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.
Content

2.1

The Licensee shall comply with such terms and conditions as may be
imposed by the Media Development Authority (MDA) for the content that is
transmitted through the System.
Publication

of Information

in Relation

to Broadband

Internet Access

Services:

3.1

The Licensee shall comply with such frameworks as may be established by

IDA for the publication of information pertaining to broadband internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Issued on 8 July 2013

SCHEDULE

C

(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

Technical Compatibility
11

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.
Metering

21

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other

longer period as IDA may deem fit.

Issued on 8 July 2013

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED

DATA NETWORK

SERVICES

Technical Compatibility

Li

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.
Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering

equipment used in connection with the services operated under the Licence is
accurate and reliable.
2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 8 July 2013

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

Ll

The Licensee is required to establish a service node in Singapore and make
available the information

on the routing table,

subscriber

database,

call

traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.
2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 8 July 2013

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

Transmission of the Live Audiotex Services

il

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;
(b) Each of the live Audiotex services shall be assigned a different
telephone number;

(c) There
(d)
1.2

shall

be

no

interruption

during

the

announcement

or

programme; and
Such other standards as may be specified by IDA from time to time.

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based

Operator,

organise

any mass

calling event which

will

generate a high influx of calls to the Live Audiotex services.
14

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful

purpose.

Issued on 8 July 2013

Content and Accuracy of Announcements/Programmes
The Licensee shall be solely responsible for the content and its accuracy

and shall obtain all necessary approvals from the relevant authorities in
Singapore.

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.
Announcement of Call Charges
3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a) the first 6 seconds

of a call where

the charge

announcement

lasts 4

seconds; or

(b) the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 8 July 2013

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES

Scope of Services

Ld

The Licence enables the Licensee to provide IP Telephony services using
£.164 telephone numbers! for such services and assigning such numbers to the
Licensee’s customer (referred to in this Schedule as an “IP telephony
number’).

Such

services

allow customers

to make

and/or video calls using the same telephone number

and receive voice,

data

from any domestic

or

overseas location where broadband Internet access is available.

Public Emergency Call Services
2.1

The Licensee shall disclose in advance to its customers whether the Services it
provides may be used to contact the police emergency service (namely 999 or
its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the
Minister may from time to time designate, for the purpose of notifying such
services of any emergency.

2.2

The Licensee shall not charge its customers

for any use of the Services to

contact the emergency services referred to in Condition 2.1 of this Schedule.
2.3

IDA reserves the right to require the Licensee to comply with additional safety
and security safeguards to enhance security measures for public and national
safety.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
jong and include a country code, area or city code, and a local number.

Issued on 8 July 2013

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made
Singapore

government

agencies.

available for inspection by authorised

The

records

shall

NRIC

number,

contain

the following

particulars of the subscribers:
(a) Name,

address

and,

as applicable,

passport

number

or

business registration number of the subscriber (or, where the subscriber is
not located in Singapore, the applicable identification details obtained
through appropriate documents that are recognised by the authorised
establishments in the country of purchase, shall be used instead.);
(b) IP telephony number assigned to the subscriber;
(c) Date of activation of the subscriber’s account;
(d) Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and
(e) Media Access Control (“MAC”)
applicable.

/ Internet Protocol (“IP”) address where

3.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

3.3.

Before recording the particulars referred to in Condition 3.1 of this Schedule,
the Licensee shall:

(a)

where

the

subscriber

is

in

Singapore,

require

the

production

of the

subscriber’s identify card issued under the National Registration Act (Cap.

201), passport or Employment Pass and make and keep a photocopy of such
evidence of identity; or

(b) where the subscriber is not in Singapore, the Licensee shall use its best
efforts

to

verify

the

identity

of

the

subscriber

through

appropriate

documents that are recognised by the authorised establishments
country of purchase.
Issued on 8 July 2013

in the

3.4

The records in the register shall be kept at the Licensee’s premises for a period
of not less than 6 calendar months from the date of termination of the Services
to the subscriber.

3.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made

and received through the Licensee’s IP Telephony Services which are operated.
and/or provided in Singapore.
3.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than 12 calendar months.

Registration of Retailers

41

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies.
The records shall contain the following
particulars of the retailer:
(a) Name, business address and, as applicable, NRIC number, passport number
or business registration number of the retailer in Singapore (or, where the
retailer is not based in Singapore, the applicable identification details
obtained . through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead.);
(b) Contact telephone number(s) of the retailer; and

(c) IP telephony number accounts allocated by the Licensee to the retailer for
sale.

4.2

The

Licensee

shall

ensure

that

retailers

selling

its

Services

obtain

the

information set out in Conditions 3.1, 3.2 and 3.3 of this Schedule upon the
registration of a subscriber

and

forward

such information to the Licensee

within 2 days of the activation of the subscriber’s account.

4.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

Issued on 8 July 2013

4.4

The records in the register shall be kept at the Licensee’s premises for a period
of not less than 6 calendar months from the date on which the retailer ceases to
sell the Services of the Licensee.

5

for Provision of IP Telephony
Level “6” Telephone Numbers issued by IDA

5.1

Where the Licensee provides any of the Services utilizing a level “6” telephone

Additional

Conditions

Services

Utilising

number, he shall comply with Conditions 5.2 to 5.5 in respect of such services
(hereinafter

referred

to

as

“Level

“6” Services”).
For the purposes of
Condition 5, “Fixed Network Telecommunication Services” means fixed line
basic telephony services associated with number level “6”.
5.2.

The Licensee shall ensure that subscribers of its Level “6” Services must be

able to receive and make voice calls from/to subscribers on any.public switched
telecommmnication

network,

public

mobile

network

or public digital voice

network in Singapore.
5.3.

The Licensee shall ensure that:

(a) any person through customer premises equipment that enable the use of its
Level “6” Services; and
(b) any person through its public payphones that enables the use of its Level
“6” Services may at any time and without charge, contact the relevant
police emergency service (namely 999 or its substitute number), the fire and
ambulance

services (namely 995 or its substitute number

and any other

national emergency services which the Minister may from time to time
Network
of Fixed
operators
by
provided
be
to
designate
Telecommunication Services, for the purpose of notifying such services of

any emergency.
5.4

The Licensee shall ensure that its Level “6” Services comply with the quality

of service standards as may be established by IDA from time to time for Fixed
Network Telecommunication Services.

Issued on 8 July 2013

5.5

The Licensee shall ensure that its Level “6” Services

are only provided to

domestic customers (within Singapore) with a Singapore registered and billing
address.”
6

Technical Requirements for the provision of access to Emergency Services

6.1

The

Licensee

is

also

required

to

comply

with

the

following

technical

requirements for all calls made to public emergency services if it provides its
subscribers access to public emergency services:
(a)

The Licensee shall pass Calling Line Identity (“CLI”) for all calls;

(b)

Licensees shall not manipulate the CLI of the original calling party and
the original calling party CLI shall be passed on in the conveyance of a

call accordingly;
(c)

Licensees shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(d)

The A-bit of the Forward Call Indicator (“FCI”) of the Initial Access
Message (“IAM”) on the ITU-T Signalling System Number 7 ISDN
User Part (“ISUP”) signalling should be set to. the value “1” to identify
an international incoming call for systems inter-working. Where the
Licensee operates a system which does not support ITU-T Signalling
System Number 7 signalling, then the Licensee shall route such
international incoming calls on specified circuits/trunks.

Issued on 8 July 2013

SCHEDULE D
PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 8 July 2013

"
55,773d7d4e5afd54dee9c12892ed943123a1f5a282,Simba Telecom Pte. Ltd. (f.k.a. TPG Telecom Pte. Ltd.),https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Simba-FBO-Licence-Redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SIMBA TELECOM PTE. LTD. UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 APRIL 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.
13.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Service Coverage
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
14.
15.
16.
17.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Amended on 9 March 2022

21.
22.
23.
24.

Changes to Systems
Infrastructure Sharing and Deployment
Use of and Access to Space and Facilities for Mobile Deployment
Requirement for Underground Telecommunication Systems

PART V:
25.
26.
27.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.
40.
41.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations
Grant of Approval for Separation of the Licensee from TPG Telecom
Limited

PART VII: SUSPENSION, VARIATION AND TERMINATION
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation

Amended on 9 March 2022

45.
46.
47.
48.
49.
50.
51.

Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SIMBA
TELECOM PTE. LTD.

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SIMBA TELECOM
PTE. LTD.

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

SPECIFIC TERMS AND CONDITIONS FOR 5G AND/OR
INTERNATIONAL MOBILE TELECOMMUNICATION2020 SYSTEMS AND SERVICES

SCHEDULE E

-

SPECIFIC TERMS AND CONDITIONS FOR GRANT OF
APPROVAL FOR SEPARATION OF THE LICENSEE

SCHEDULE F

-

PERFORMANCE BOND

Amended on 9 March 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SIMBA TELECOM PTE. LTD. UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
On 1 April 2017, the Info-communications Media Development Authority (hereinafter
referred to as the “Authority”), in exercise of the powers conferred on it under Section 5
of the Telecommunications Act (Cap. 323) (now Telecommunications Act 1999 and
hereinafter referred to as “the Act”) hereby grants to TPG Telecom Pte Ltd (now known
as Simba Telecom Pte. Ltd. and hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) on 1 April 2017 to establish, install, maintain and
operate the telecommunication systems and to provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 44 or terminated by the Licensee in accordance with Condition 45
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services during
the Licensee’s financial year. The annual fee payable shall be the total of (a)

a minimum sum of $80,000;

Amended on 9 March 2022

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is
terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence and
shall be adjusted at the end of the Licensee’s financial year based on the Licensee’s
audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the amount
from time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by the Authority, which interest shall accrue from day
to day and shall be calculated on the basis of the actual number of days elapsed
and a three hundred and sixty-five (365) day year. The applicable rate of
interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

Amended on 9 March 2022

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A
(herein referred to as the “Systems”), for the provision of the services as described
in Schedule B (herein referred to as the “Services”), subject to the specific terms
and conditions set out in Schedules C and D. For the avoidance of doubt, the terms
and conditions listed in Schedules A to F of this Licence shall form part of this
Licence and are terms and conditions that are binding and enforceable on the
Licensee. The Licensee shall not operate or provide any system or service not
described in Schedules A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 9 March 2022

6

Performance Bond

6.1

The Licensee shall within twenty eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the obligations
of the Licensee under Schedule F in the form of a Banker’s Guarantee made in
favour of the Authority. The Authority will specify in detail the terms and
conditions of the performance bond for the Licensee based on the Licensee’s
application commitments and any additional terms and conditions deemed
necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Amended on 9 March 2022

PART II: BASIC OBLIGATIONS OF LICENSEE
7

Service Coverage

7.1

The Licensee shall provide coverage for the whole island of Singapore (including
MRT underground stations/lines and road tunnels), the offshore islands and the
territorial waters up to 15km from the coast line of the island of Singapore, except
where limitations in service coverage are due to technical requirements imposed
by the Authority (e.g., to limit interference with neighbouring countries).

8

Public Emergency Call Services

8.1

The Licensee shall ensure that any person through functioning mobile equipment
may at any time and without charge, contact the relevant police service (namely
999 or its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the Minister
may from time to time designate, for the purpose of notifying them of any
emergency.

9

Public Maritime Emergency Services

9.1

The Authority reserves the right to require the Licensee to ensure that it is possible
for any person to contact at any time and without charge, distress, urgency and
safety services for shipping for the purpose of notifying them of an emergency
and shall, subject to fair and proper payment by the relevant Government ministry,
department, statutory board or official agency, provide the necessary facilities for
distress, urgency and safety services in accordance with the Radio Regulations of
the International Telecommunications Union.

10

Co-operation with Civil/Public Bodies

10.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to support
national security, and public safety and security.

Amended on 9 March 2022

11

Provision of Directory Enquiry Services

11.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated
customer database. The Authority reserves the right to require the Licensee to
obtain the Authority’s prior written approval on any charges it intends to levy
for the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.

11.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

12

Provision of Integrated Directories

12.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

12.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to
be agreed with other licensees, provide integrated directories for their subscribers.
In the event that agreement cannot be reached, the matter shall be determined by
the Authority, whose decision is final.

13

Integrated Directories and Directory Enquiry Services

13.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 9 March 2022

PART III:

TECHNICAL OBLIGATIONS

14

Use of Telecommunication Equipment in the Systems

14.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part of
the Systems or which is to be connected to the Systems.

14.2

The Licensee shall seek the Authority’s prior approval from time to time for any
other telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 11 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

15

Operation of Radio-communication Stations

15.1

The Licensee shall apply for all necessary licences under the Telecommunications
(Radio-communication) Regulations for the operation of any radiocommunication stations comprised in the Systems and shall abide by any
conditions imposed thereunder, including the payment of station licence fees and
frequency fees for the allocation and management of frequencies by the Authority.

15.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing for
the Authority’s prior approval.

15.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the
antenna of any radio-communication station comprised in the Systems.

16

Use of Radio Frequencies

16.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Amended on 9 March 2022

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
16.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is
safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected from
interference that may be caused by networks operating in the same band or in
other bands.

17

Assignment of Numbers

17.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of
numbers and shall, subject to payment of the required fees for Golden Numbers,
be provided with the necessary numbers to enable the effective and efficient
operation of the Systems and provision of the Services. The Licensee shall take
all necessary steps to ensure that the numbers assigned are efficiently utilised.

17.2

Any number(s) assigned to the Licensee is the property of the Authority and the
Licensee shall have no proprietary right to any of the number(s) assigned. The
Licensee shall take all necessary steps to ensure that the number(s) assigned is
efficiently utilised.

17.3

The Authority reserves the right to alter and/or reallocate any number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of
such number(s).

Amended on 9 March 2022

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

18

Requirement to Provide Access

18.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

18.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide telecommunication
services in Singapore through or with the use of the Systems.

18.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time to
time.

19

Connection to Other Systems

19.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

19.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by
the Authority which systems also meet any other requirements, which the
Authority may impose from time to time.

Notwithstanding Condition 19.1, the Licensee shall cease to connect or refuse to
connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by
the Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority,
in respect of which the Authority has issued a notice to that effect to the
person who has under his control such equipment or system.

Amended on 9 March 2022

19.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the Licensee
and the owner or operator of the equipment or system except in so far as the
conditions are prescribed in the Act or in this Licence. In the event that the parties
cannot reach an agreement, the matter shall be determined by the Authority whose
decision shall be final.

20

Arrangements for Connection to Systems

20.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except where
the Authority is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or inhibits
the connection of approved equipment or systems to the Systems.

20.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

20.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the
ITU-T Signalling System Number 7 ISDN User Part signalling should be
set to the value “1” to identify an international incoming call for systems
inter-working. Where the Licensee operates a system which does not
support ITU-T Signalling System Number 7 signalling, then the Licensee
shall route such international incoming calls on specified circuits.

Amended on 9 March 2022

21

Changes to Systems

21.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making such
connections inoperable. The period of notice given shall be appropriate to the
likely impact on the parties affected and on connected equipment or systems and
shall be decided in consultation with the Authority.

21.2

Where the Authority considers that a change in the Systems referred to in
Condition 21.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the Licensee
thereof, the Licensee shall obtain the prior approval of the Authority before
implementing such a change.

22

Infrastructure Sharing and Deployment

22.1

The Licensee shall comply with the Authority’s framework for facilities sharing
and deployment, including all relevant codes of practice, directions, and
notifications which the Authority may issue from time to time.

22.2

Where the Authority considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest or
otherwise, the Authority shall inform the licensees accordingly so that licensees
can make the necessary arrangements before submitting their infrastructure
sharing plans to the Authority for approval. The Licensee shall share
infrastructure whenever and wherever mandated by the Authority in accordance
with the framework for facilities sharing and deployment, including codes of
practice.

23

Use of and Access to Space and Facilities for Mobile Deployment

23.1

The Licensee shall comply with the Authority’s requirements for the use of and
access to space and facilities for mobile deployment, including but not limited
to the codes of practice, directions and notifications, which the Authority may
issue from time to time.

Amended on 9 March 2022

24

Requirement for Underground Telecommunication Systems

24.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the format
specified by the authorities.

Amended on 9 March 2022

PART V:

SERVICE OBLIGATIONS

25

Price Control/Tariffing Arrangements/Quality of Service Standards

25.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

25.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these data
and accounts to the Authority for inspection.

25.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of Services
and price schemes with the Authority before commercial launch or announcement
of such Services.

26

Publication of Charges, Terms and Conditions and Other Information

26.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial and
technical services and such other information as the Authority may require the
Licensee to publish in relation to the Services.

27

Confidentiality of Subscriber Information

27.1

The Licensee shall ensure the confidentiality of subscriber information, especially
for ex-directory numbers, and comply with any codes of practice or guidelines
issued by the Authority in relation to the use of subscriber information.

27.2

Notwithstanding Condition 27.1, the Licensee shall disclose subscriber
information, where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 9 March 2022

PART VI:

OTHER OBLIGATIONS

28

Codes of Practice and Advisory Guidelines

28.1

The Licensee shall comply with the codes of practice issued by the Authority as
well as any additional or supplemental guidelines, which the Authority may issue
from time to time.

29

Number Portability

29.1

The Licensee shall implement number portability from commencement of service
subject to the Authority’s number portability requirements and charging
principles.

29.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the
Licensee.

30

Accounting Separation

30.1

The Licensee shall comply with the practices, principles and requirements set out
in the Accounting Separation Guidelines established by the Authority, and any
additional or supplemental guidelines issued by the Authority from time to time.

31

Restriction on Undue Preference and Undue Discrimination

31.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and conditions
under which the Services are provided. In particular, the Licensee shall not give
any undue preference to, or receive an unfair advantage from, a business carried
on by it or an associated or affiliated company, service or person, if the Authority
is of the opinion that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or substantially
restricted.

Amended on 9 March 2022

32

Restriction Against Anti-Competitive Arrangements

32.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in
relation to the operation of the Systems or provision of the Services by the
Licensee or any other telecommunication system and/or services licensed by the
Authority.

33

Restriction on Exclusive Arrangement for International Services

33.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person licensed
by the Authority to provide those services.

33.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country as
authorised to provide telecommunication services by or through that system.

33.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

34

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

34.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in the
benefits of, or otherwise gain any rights or privileges under this Licence, or which
would otherwise result in a breach or circumvention of Condition 3.1, the
Licensee shall seek the Authority’s approval for the joint venture, association,
contract or arrangement in question.

Amended on 9 March 2022

34.2

The Authority may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract or
arrangement referred to above.

34.3

If the Licensee fails to effect the necessary changes referred to in Condition 34.2,
the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

34.4

Nothing in Condition 34.1 shall be construed as requiring the Licensee to obtain
the approval of the Authority for the appointment of agents or for the employment
of independent contractors or sub-contractors to carry out any works or provide
any services which enable the Licensee to discharge its duties and obligations
under this Licence provided that the Licensee shall be liable to the Authority for
any act, omission, default, neglect or otherwise of the agents and independent
contractors or sub-contractors in carrying out any such works or providing any
such services.

35

Board Directorship and Management Appointments

35.1

The Licensee shall seek the Authority’s written approval at least one (1) month
in advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

36

Direction by the Authority

36.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

36.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 36.1.

36.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy of
all directions given by the Authority. The Licensee shall not during the currency
and after the expiry, termination or cancellation of the Licence disclose or permit

Amended on 9 March 2022

the disclosure of any of the said directions to any person not authorised to receive
the same without the prior written consent of the Chief Executive Officer of the
Authority. The Licensee shall further take all reasonable precautions in dealing
with the said directions so as to prevent any unauthorised person from having
access to the same.
37

Dispute Resolution

37.1

In the event that the Licensee fails to reach an agreement with other licensees on
matters relating to the requirements of this Licence or the Act, the matter shall be
determined by the Authority whose decision shall be binding on all parties
concerned.

37.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

38

Provision of Information to the Authority

38.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice or
direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

38.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the
Licence, the Authority may from time to time require the Licensee to arrange at
its own expense, for a separate and independent audit of its activities. The
Licensee shall, at the Authority’s request, submit the audited accounts and reports
prepared under this Condition 38.2 to the Authority for inspection and
verification.

38.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 38.1, as well
as the fact that the Authority has requested for such document and/or information.

38.4

The Authority may use and disclose any such document or information provided
to the Authority pursuant to Condition 38.1 as the Authority deems fit. Where the
Authority proposes to disclose any document or information obtained pursuant to

Amended on 9 March 2022

Condition 38.1 and the Authority considers that the disclosure would result in the
release of information concerning the business, commercial or financial affairs of
the Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial affairs,
the Authority will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before the Authority makes a final
decision on whether to disclose the information.
39

Participation in Emergency Activities

39.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

39.2

The Licensee shall, unless expressly notified, keep in strict confidence any
information or document pertaining to Condition 39.1 as well as the fact that
the Authority has requested the Licensee to participate in such emergency
activities and preparations.

39.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and nontechnical information as may be required by the Authority, at least one (1)
month before such change is intended to be implemented.

40

International Obligations

40.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

40.2

The Authority shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 40.1 applies for its
compliance.

Amended on 9 March 2022

41

Grant of Approval for Separation of the Licensee from TPG Telecom
Limited

41.1

The Licensee shall comply with the terms and conditions for the Authority’s grant
of approval for the Licensee’s separation from TPG Telecom Limited following
the merger of TPG Telecom Limited and Vodafone Hutchison Australia Pty Ltd
set out in Schedule E.

Amended on 9 March 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

42

Penalty Framework for Breach of Licence Conditions

42.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

43

Variation of Terms of Licence

43.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the
terms of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

44

Suspension/Cancellation

44.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole or
in part, or impose a financial penalty in such amounts the Authority thinks fit.

45

Termination of Licence or Cessation of Systems or Services

45.1

In the event that the Licensee desires to terminate its Licence or cease its operation
of the Systems or the provision of any of the Services, the Licensee shall seek the
Authority’s approval in writing at least six (6) months in advance.

45.2

The Authority reserves the right to require the Licensee to facilitate the migration
of its customers to suitable alternatives so as to minimise any service disruption
that may be caused to its customers.

45.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under Condition
45.1 and the Licensee has satisfactorily met the Authority’s requirements, if any,
to which the Authority’s approval is made subject to.

46

Rights upon Termination, Suspension or Cancellation

46.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the

Amended on 9 March 2022

Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to seek
a refund of the licence fee or any other fee paid in advance.
47

Exceptions and Limitations on Obligations

47.1

The Licensee shall not be held to have failed to comply with its obligations in this
Licence if and to the extent that the Authority is satisfied that it is prevented from
complying with those obligations for the following reasons: (a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by it
of reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and
shall resume the performance of its obligations as soon as the factor(s) which
prevented the performance thereof is resolved.
48

Compliance with the Law

48.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication) Regulations,
the International Telecommunication Convention and any other treaty or
convention to which Singapore is a party.

48.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Amended on 9 March 2022

49

Governing Law

49.1

This Licence shall be governed by and construed according to the law of
Singapore.

50

Service of Notices

50.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as stated
in its licence application to the Authority, or such other electronic mail address as
notified to the Authority from time to time.

51

Severability

51.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force in
every respect.

Issued on 1 April 2017

Aileen Chia
Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Amended on 9 March 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act until such regulations are revoked or repealed
by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as may
be amended from time to time.

Amended on 9 March 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SIMBA TELECOM PTE. LTD.

[Licensee specific details have been removed]

Amended on 9 March 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
ESTABLISHED BY SIMBA TELECOM PTE. LTD.

[Licensee specific details have been removed]

Amended on 9 March 2022

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
4G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONSADVANCED SYSTEMS AND SERVICES
1.

Provision of 4G and/or Future International Mobile TelecommunicationsAdvanced (“IMT-Advanced”) Services

1.1

The Licensee shall deploy 4G and/or IMT-Advanced telecommunication
systems and provide 4G and/or IMT-Advanced telecommunication services
using all or part of the radio frequency spectrum as allocated to it by the grant
of spectrum rights for the provision of 4G and/or IMT-Advanced
telecommunication services, in accordance with the following:
(a)

Nationwide outdoor service coverage1 by 31 December 2018;

(b)

Road tunnels and in-building service coverage by 31 December 2019; and

(c)

Underground MRT stations/lines by 31 December 2021.

1.2

The Licensee shall provide, as a minimum, a publicly available mobile voice
telephony service which meets the requirements for levels “8” and “9”
telephone numbers. The publicly available mobile voice telephony service shall
include, but is not limited to, the provision of nationwide coverage in
accordance with the timelines stipulated in Condition 1.1 above, free access to
emergency services and uninterrupted, seamless call handover when moving
from location to location at a speed of up to 100km/h.

1.3

The Licensee shall use the radio frequency spectrum as allocated to it by the
grant of spectrum rights to provide 4G and/or IMT-Advanced and other

The outdoor service coverage must extend to the whole island of Singapore (excluding MRT underground
stations/lines and road tunnels), the offshore islands and the territorial waters up to 15 kilometres from the
coast line of the island of Singapore, except where limitations in service coverage are due to technical
requirements imposed by the Authority, such as that to limit interference with neighbouring countries.
1

Modified on 2 November 2020

telecommunication services (if approved by the Authority) directly to its own
retail customers as end users of the services.
1.4

The Licensee shall not use the radio frequency spectrum as allocated to it by
the grant of spectrum rights to provide any wholesale telecommunication
service to any mobile operators who hold a facilities-based operations licence
issued by the Authority to operate public cellular mobile telecommunication
systems, unless it has obtained prior written approval from the Authority.

1.5

In its deployment and provision of the 4G and/or IMT-Advanced
telecommunication systems and services over all or part of the radio frequency
spectrum as allocated to it by the grant of spectrum rights, the Licensee shall
coordinate with other mobile telecommunications operators and take such steps
as may be necessary to manage any potential interference that may be caused
to any services provided over networks authorised by the Authority, including
but not limited to setting aside appropriate guard band and carrier separation in
respect of all systems operating in adjacent bands.

2

Wholesale 4G Telecommunication Services

2.1

The Licensee shall negotiate in good faith to provide wholesale 4G and/or IMTAdvanced telecommunication services to a mobile virtual network operator
(“MVNO”), upon receiving a request for such provision from a MVNO.

3

Licence Fee Computation

3.1

The revenue collected by the Licensee from the provision of 4G/IMTAdvanced telecommunications systems and services, including those provided
over all or part of the radio frequency spectrum as allocated to it by the grant of
spectrum rights, shall be included in the computation of the Licensee’s annual
gross turnover, which will be subject to licence fee computation under the
Licence.

Modified on 2 November 2020

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
POSTPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Postpaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Postpaid PCMT Service” refers to a Public Cellular Mobile
Telephone Service provided by the Licensee in Singapore which involves the
collection of payments from subscribers according to their usage of mobile
services at the end of each billing cycle, which shall not be more than a month.

2

Registration of Subscribers

2.1

The Licensee shall provide procedures for Postpaid PCMT Service application
or registration before any Postpaid PCMT Service activation, to ensure that
subscribers are properly signed up for the Postpaid PCMT Service and that the
right parties are being billed.

2.2

The Licensee shall maintain a register containing records of every subscriber
who purchases the Licensee’s Postpaid PCMT Service (the “Register of
Postpaid PCMT Service Subscribers”) which shall be made available for
inspection by authorised Singapore government agencies. The Register of
Postpaid PCMT Subscribers shall contain the following particulars of the
subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN of the subscriber and business registration number of the
company for corporate customer);

(c)

Billing Address;

Modified on 2 November 2020

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID (e.g., International Mobile Subscriber Identity (“IMSI”)
numbers and Mobile Subscriber Integrated Services Digital Network
Numbers (“MSISDN”) assigned to the subscriber);

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Subscribers.

2.4

Before recording the particulars referred to in Condition 2.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card issued
under the National Registration Act (Cap. 201), the Singapore Armed Forces
Act (Cap. 295), the Police Force Act (Cap. 235) or the Civil Defence Act (Cap.
42), passport or Employment Pass as applicable and make and keep a
photocopy of such evidence of identity.

2.5

The Register of Postpaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar months
from the date of termination of the Postpaid PCMT Service to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of every retailer of its
Postpaid PCMT Service (the “Register of Postpaid PCMT Service Retailers”),
which shall be made available for inspection by authorised Singapore

Modified on 2 November 2020

government agencies. The Register of Postpaid PCMT Service Retailers shall
contain the following particulars of the retailer:
(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid PCMT Service number accounts allocated by the Licensee to the
retailer by sale.

3.2

The Licensee shall ensure that retailers in Singapore selling its Postpaid PCMT
Service obtain the information and observe the requirements set out in
Conditions 2.2 and 2.3 of this Schedule before sales and forward such
information to the Licensee upon verification of documents as set out in
Condition 2.4 of this Schedule. Where the Licensee’s retailer conducts in-flight
or overseas sales of the Licensee’s Postpaid PCMT Service, the Licensee shall
ensure that such retailer forwards the subscribers’ information set out in
Conditions 2.2 and 2.3 of this Schedule to the Licensee within seven (7)
working days from the date of purchase of the Postpaid PCMT Service.

3.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Retailers.

3.4

The Register of Postpaid PCMT Service Retailers shall be kept by the Licensee
in Singapore for a period of not less than twelve (12) calendar months from the
date on which the retailer ceases to sell the Postpaid PCMT Service of the
Licensee.

4

Access to the Registration Information

4.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of

Modified on 2 November 2020

maintaining the Register of Postpaid PCMT Service Subscribers and Register
of Postpaid PCMT Service Retailers under Conditions 2 and 3 of this Schedule,
are in compliance with the ISO/IEC 27002:2013 Code of Practice for
Information Security Controls including all amendments and revisions thereto
from time to time in force.
4.2

The Licensee shall maintain records of all access by any persons to the Register
of Postpaid PCMT Service Subscribers and Register of Postpaid PCMT Service
Retailers where applicable (“Records of Access”). The Records of Access shall
include the name, user ID and employer company of any person accessing the
registers, the date and time of each incidence of access by such person, and any
other information which the Authority may require the Licensee to include from
time to time.

4.3

The Records of Access referred to in Condition 4.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks where
required by authorised Singapore government agencies.

4.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Postpaid PCMT
Service Subscribers and Register of Postpaid PCMT Service Retailers.

5

Public Emergency Call Services

5.1

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition - “Arrangements for Connection to Systems” in the
main body of the Licence, for all calls made to public emergency services via
its Postpaid PCMT Service.

6

Data Retention Requirements

6.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Postpaid PCMT Service which are operated and/or
provided in Singapore.

6.2

All data records including CDRs, shall be kept by the Licensee for a period of
not less than twelve (12) calendar months.

Modified on 2 November 2020

6.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
PREPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION SERVICE
1

Definition of Prepaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Prepaid PCMT Service” refers to a Public Cellular Mobile
Telephone Service provided by the Licensee in Singapore which involves the
collection of advance payments from subscribers prior to, upon or after the
supply of a Subscriber Information Module (“SIM”) card or other access
device/code.

2

Minimum Age of Subscribers

2.1

The Licensee shall not provide the Prepaid PCMT Service to any person below
15 years of age.

3

Registration of Subscribers

3.1

The Licensee shall register subscribers of its Prepaid PCMT Service via the
prescribed electronic registration system in accordance with Condition 3.2 of
this Schedule.

3.2

The Licensee shall record the following particulars of its Prepaid PCMT
Service subscribers when registering them and shall maintain such records (the
“Register of Prepaid PCMT Service Subscribers”) in accordance with
Condition 3.5 of this Schedule:
(a)

where the subscriber purchased the Prepaid PCMT Service in Singapore:
(i)

Name;

(ii)

Address;

Modified on 2 November 2020

(iii) Identity Number (as applicable, NRIC number, 11B number,

passport number, FIN, work permit number, or relevant pass
number1 of the subscriber and business registration number of the
company for corporate customer);
(iv) Contact Information (landline number, mobile number, or email

address);
(v)

Service Period (start and end date for each type of service);

(vi) Service Types:

(a)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);

(b)

Assigned Client IP address and User ID/User Name (where
applicable);

(vii) Equipment ID (where applicable).

(b)

where the subscriber did not purchase the Prepaid PCMT Service in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead.

The Register of Prepaid PCMT Service Subscribers shall be made available for
inspection by authorised Singapore government agencies. In the event that the
prescribed electronic registration system is unavailable due to technical failure,
the Licensee shall record the particulars stipulated in sub-paragraphs (a) to (b)
in the prescribed forms and transfer them into the prescribed electronic
registration system within three (3) working days from the date in which the
system becomes available again.

1

The relevant pass number refers to the nine additional documents spelt out in Condition 3.4(a).

Modified on 2 November 2020

3.3

The Authority reserves the right to require the Licensee to record any other
details of its subscribers as necessary in the Register of Prepaid PCMT Service
Subscribers.

3.4

Before recording the particulars referred to in Condition 3.2 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the Prepaid PCMT Service(s) in
Singapore, require the production of the subscriber’s identity card issued
under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235) or the Civil
Defence Act (Cap. 42), passport, or the following documentation as
applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the Prepaid PCMT Service outside of
Singapore, the Licensee shall use its best efforts to verify the identity of
the subscriber through appropriate documents that are recognised by the
authorised establishments in the country of purchase.

3.5

The Register of Prepaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar months
from the date of termination of the Prepaid PCMT Service to the subscriber.

3.6

The Licensee shall not sell more than the prescribed limit of its Prepaid PCMT
Service to a subscriber.

Modified on 2 November 2020

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of every retailer of its
Prepaid PCMT Service (the “Register of Prepaid PCMT Service Retailers”),
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Prepaid PCMT Service Retailers shall
contain the following particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid PCMT Service number accounts allocated by the Licensee to the
retailer for sale.

4.2

The Licensee shall ensure that retailers in Singapore selling its Prepaid PCMT
Service obtain the information and observe the requirements set out in
Conditions 2.1, 3.2, 3.3 and 3.6 of this Schedule before sales and submit such
information through the prescribed electronic registration system upon
verification of documents as set out in Condition 3.4 of this Schedule. Where
the Licensee’s retailer conducts in-flight or overseas sales of the Licensee’s
Prepaid PCMT Service, the Licensee shall ensure that such retailer forwards the
subscribers’ information set out in Conditions 3.2 and 3.3 of this Schedule to
the Licensee within seven (7) working days from the date of purchase of the
Prepaid PCMT Service and the Licensee shall submit the same upon receipt
through the prescribed electronic registration system.

4.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid PCMT Service Retailers.

4.4

The Register of Prepaid PCMT Service Retailers shall be kept by the Licensee
in Singapore for a period of not less than twelve (12) calendar months from the

Modified on 2 November 2020

date on which the retailer ceases to sell the Prepaid PCMT Service of the
Licensee.
5

Access to the Registration Information

5.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid PCMT Service Subscribers and Register of
Prepaid PCMT Service Retailers under Conditions 3 and 4 of this Schedule, are
in compliance with the ISO/IEC 27002:2013 Code of Practice for Information
Security Controls including all amendments and revisions thereto from time to
time in force.

5.2

The Licensee shall maintain records of all access by any persons to the Register
of Prepaid PCMT Service Subscribers and Register of Prepaid PCMT Service
Retailers where applicable (“Records of Access”). The Records of Access shall
include the name, user ID and employer company of any person accessing the
registers, the date and time of each incidence of access by such person, and any
other information which the Authority may require the Licensee to include from
time to time.

5.3

The Records of Access referred to in Condition 5.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks where
required by authorised Singapore government agencies.

5.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Prepaid PCMT
Service Subscribers and Register of Prepaid PCMT Service Retailers.

6

Public Emergency Call Services

6.1

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition - “Arrangements for Connection to Systems” in the
main body of the Licence, for all calls made to public emergency services via
its Prepaid PCMT Service.

Modified on 2 November 2020

7

Termination of Service

7.1

In the event that the Licensee fails to comply with Conditions 2.1, 3.1 or 3.6 of
this Schedule, the Licensee shall as soon as practicable, terminate the Prepaid
PCMT Service to that subscriber, where applicable, within fourteen (14) days
of the sale of the Prepaid PCMT Service to the subscriber, and/or after giving
reasonable notice to the subscriber via Short Message Service (“SMS”) or other
suitable means. The foregoing shall be without prejudice to the Authority’s
right to take enforcement action against the Licensee for failing to comply with
the said conditions.

8

Data Retention Requirements

8.1

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Prepaid PCMT Service which are operated
and/or provided in Singapore.

8.2

All data records including CDRs, shall be kept by the Licensee for a period of
not less than twelve (12) calendar months.

8.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall
submit the test results to the Authority within fourteen (14) days after the date
of the test or within such other period as may be specified by the Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee shall
ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed up
for the international call services and that the right parties are being billed. For
the avoidance of doubt, this Condition 3.1 does not apply to prepaid card
services.

3.2

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised

Modified on 2 November 2020

Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the ISR to the
subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any consumer
who wishes to bar the Licensee’s international call services, regardless of
whether the consumer is a subscriber of any service provided by the Licensee,
to further prevent any unauthorised or fraudulent activation of international call
services.

Modified on 2 November 2020

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using E.164
telephone numbers1 for such services and assigning such numbers to the
Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the Services
it provides may be used to contact the police emergency service (namely 999
or its substitute number), the fire and ambulance services (namely 995 or its
substitute number) and any other national emergency services which the
Minister may from time to time designate, for the purpose of notifying such
services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards as
specified under Condition – “Arrangements for Connection to Systems” in the
main body of the Licence, for all calls made to the public emergency services
referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long
and include a country code, area or city code, and a local number.
1

Modified on 2 November 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and guidelines
established by the Authority on number portability required to be implemented
by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 2 November 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of
such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the Services
to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 2 November 2020

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer for
sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee within
two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided in
Singapore.

Modified on 2 November 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period of
not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6” telephone
number, it shall comply with Conditions 7.2 to 7.8 in respect of such services
(hereinafter referred to as “Level “6” Services”). For the purposes of these
Conditions, “Fixed Network Telecommunication Services” means fixed line
basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public switched
telecommunication network, public mobile network or public digital voice
network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use of
its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its Level
“6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate to be provided by
operators of Fixed Network Telecommunication Services, for the purpose of
notifying them of any emergency.

Modified on 2 November 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and billing
address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by the
Authority from time to time for Fixed Network Telecommunication Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services in
accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of providing
integrated directories and providing integrated directory enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision shall be final.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme when
a call is connected;

(b)

each of the live Audiotex services shall be assigned a different telephone
number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed Facilities-Based
Operators to adequately handle calls for the live Audiotex services and to
prevent congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will generate
a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 2 November 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property rights
or any other liability whatsoever arising from or in connection with the
information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The Licensee
may either charge an information fee on per minute basis or a fixed fee on a per
call basis. If the Licensee decides not to make regular announcements of call
duration, it shall only charge a fixed fee on a per call basis. The fixed fee shall
also be applicable to mixed pre-recorded and live Audiotex services that
provide an option for a caller to talk to a live operator after listening to a prerecorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 2 November 2020

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve (12)
calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FacilitiesBased Operators or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall
submit the test results to the Authority within fourteen (14) days after the date
of the test or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

Modified on 2 November 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

(h)

(i)

Service ID;

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the MDNS to
the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by the
Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised

Modified on 2 November 2020

Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act (Cap.
201), passport or Employment Pass and make and keep a photocopy of
such evidence of identity; or

Modified on 2 November 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the Services
to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;
and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee within
two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Modified on 2 November 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage of
the local leased fixed-line connection and their compliance with all licensing
and regulatory conditions and requirements of the Authority. The Licensee shall
terminate its agreement with the subscribers if such subscribers are found to
infringe any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

Modified on 2 November 2020

(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the Services
to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-lined connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call traffic
statistics and/or other records maintained by the service node for inspection
whenever requested. The Licensee without a service node in Singapore may
provide Store & Forward Value-Added Network services through a local
access node which is connected to the public switched telecommunication
networks provided by a Facilities-Based Operator licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as frame
relay circuits. The Licensee may also choose to transmit its VAN traffic
through virtual private network links over the Internet.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by the
Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”) services
provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by the Authority. The Licensee shall
submit the test results to the Authority within fourteen (14) days after the date
of the test or within such other period as may be specified by the Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

Modified on 2 November 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the VPN
services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details as
part of data records as necessary.

Modified on 2 November 2020

SCHEDULE D

SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES

[Licensee specific details have been removed]

Modified on 1 January 2022

SCHEDULE E

SPECIFIC TERMS AND CONDITIONS FOR GRANT OF APPROVAL
FOR SEPARATION OF THE LICENSEE

[Licensee specific details have been removed]

Issued on 9 July 2020

SCHEDULE F

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 17 July 2018

"
56,553d9e9d74da1e173bb3d812f3006db11572b499,Singapore Telecommunications Limited,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SingTelLtd.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SINGAPORE TELECOMMUNICATIONS LIMITED UNDER SECTION 5
OF THE TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 APRIL 1992
RENEWED ON 1 APRIL 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services

PART II:

5.
6.
7.
8.
9.
10.
11.
12.
13.

BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE

Provision of Domestic Services
Provision of International Services
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services
Public Payphones

PART III:
14.
15.
16.
17.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Modified on 21 January 2019

PART IV:
18.
19.
20.
21.
22.
23.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
24.
25.
26.

34.
35.
36.
37.
38.
39.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
27.
28.
29.
30.
31.
32.
33.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
40.
41.
42.
43.
44.
45.
46.
47.
48.
49.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SINGAPORE
TELECOMMUNICATIONS LIMITED

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SINGAPORE
TELECOMMUNICATIONS LIMITED

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SINGAPORE TELECOMMUNICATIONS LIMITED UNDER SECTION 5
OF THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 1 April 1992, the Telecommunication Authority of Singapore
(hereinafter referred to as “TAS”), in exercise of its powers under Section
26 of the Telecommunication Authority of Singapore Act 1992
(hereinafter referred to as the “TAS Act”), issued this telecommunication
licence (the “Licence”) to Singapore Telecommunications Limited
(hereinafter referred to as the “Licensee”) to establish, install and maintain
the telecommunication systems and to operate and provide the
telecommunication services as then specified in the Licence. The Licensee
was also designated a Public Telecommunication Licensee on 1 April
1992 under Section 27 of the TAS Act.

B.

On 1 December 1999, TAS was re-constituted as the Infocommunications Development Authority of Singapore (hereinafter
referred to as “IDA”) by the enactment of the Info-communications
Development Authority of Singapore Act 1999 (hereinafter referred to as
the “IDA Act”). The TAS Act was repealed and the Telecommunications
Act (Cap. 323) was enacted (hereinafter referred to as the “Act”). Section
75 of the Act preserves the validity of the Licence and deems the Licence
as having been granted by IDA under Section 5 of the Act.

C.

On 6 September 2016, the Licensee submitted its confirmation to renew
the Licence.

D.

On 1 October 2016, IDA was re-constituted as the Info-communications
Media Development Authority (hereinafter referred to as the “Authority”)
by the enactment of the Info-communications Media Development
Authority Act 2016 (the “IMDA Act”). Section 91(1) of the IMDA Act

Modified on 21 January 2019

preserves the validity of the Licence and deems the Licence as having been
granted by the Authority under Section 5 of the Act.
E.

On 18 January 2017, the Authority approved the renewal of the Licence
and the final renewed Licence was issued on 24 March 2017.

F.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of
its powers under Section 7 of the Act, modified the terms and conditions
of the Licence, which took effect on 21 January 2019.

G.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

Modified on 21 January 2019

1

Period of Licence

1.1

The Licence is renewed on 1 April 2017 and shall be valid for a period of
twenty (20) years, unless suspended or cancelled by the Authority in
accordance with Condition 42 or terminated by the Licensee in accordance
with Condition 43 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $200,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $200,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year
based on the Licensee’s audited accounts submitted to the Authority.

Modified on 21 January 2019

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $200,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence
and shall not be released from such obligations by reason of any late
payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by the Authority for breach of
Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of the Authority.

Modified on 21 January 2019

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”) subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be
required by the Authority within such period as may be specified by the
Authority.

Modified on 21 January 2019

PART II: BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE
5

Provision of Domestic Services

5.1

The Licensee shall establish, install, maintain and operate the Systems and
shall provide, though or with the use of the Systems, a Basic Telephone
Service to any person in Singapore who requests the provision of such
service.

5.2

In this Condition, “Basic Telephone Service” means a fundamentally plain
telephony service provided through a telephone set connected to the
Licensee’s public fixed-line telephone system, which enables persons to
make and receive voice calls within Singapore, and which shall exclude such
service that is provided through any enhancement or supplementary
configuration of the Systems.

6

Provision of International Services

6.1

The Licensee shall take all reasonable steps to provide to any person to
whom it provides telecommunication services, full connection by means of
the Systems to international telecommunication services, unless the Authority
is satisfied that for any of the reasons set out in Condition 45, it would be
unreasonable for the Licensee to do so.

7

Public Emergency Call Services

7.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment connected to the
Licensee’s public fixed-line telephone system; and

(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
Modified on 21 January 2019

(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping
for the purpose of notifying them of an emergency and shall, subject to fair
and proper payment by the relevant Government ministry, department,
statutory board or official agency, provide the necessary facilities for distress,
urgency and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require
the Licensee to obtain the Authority’s prior written approval on any charges
it intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the

Modified on 21 January 2019

Authority) and at annual intervals or any other intervals to be agreed with the
Authority.
11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision is final.

12

Integrated Directory and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
for the purpose of providing integrated directories and providing integrated
directory enquiry services. The data so exchanged will be free of charge.
Subject to the Authority’s approval and applicable codes of practice, the
Licensee may recover the cost of facilitating such exchanges of data with
other licensees.

13

Public Payphones

13.1

The Licensee shall, in compliance with any directions, which the Authority
may from time to time issue, provide and maintain public payphone services
in Singapore.

Modified on 21 January 2019

PART III: TECHNICAL OBLIGATIONS
14

Use of Telecommunication Equipment in the Systems

14.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

14.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

15

Operation of Radio-communication Stations

15.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by the Authority.

15.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for the Authority’s prior approval.

15.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

16

Use of Radio Frequencies

16.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

16.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems is
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

17

Assignment of Numbers

17.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the
Authority, justify the use of numbers and shall, subject to payment of the
required fees for Golden Numbers, be provided with the necessary numbers
to enable the effective and efficient operation of the Systems and provision of
the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

17.2

Any number(s) assigned to the Licensee are the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

17.3

The Authority reserves the right to alter and/or reallocate any number(s)
given to the Licensee at any time, upon written notice, without being liable
for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
18

Requirement to Provide Access

18.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

18.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

18.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including codes of practice,
directions and notifications which the Authority may issue from time to time.

19

Connection to Other Systems

19.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

19.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may from time to time impose.

Notwithstanding Condition 19.1, the Licensee shall cease to connect or
refuse to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or
system.

19.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority whose decision shall be final.

20

Arrangements for Connection to Systems

20.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

20.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

20.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

Modified on 21 January 2019

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part
signalling should be set to the value “1” to identify an international
incoming call for systems inter-working. Where the Licensee
operates a system which does not support ITU-T Signalling System
Number 7 signalling, then the Licensee shall route such international
incoming calls on specified circuits.

21

Changes to Systems

21.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with the Authority.

21.2

Where the Authority considers that a change in the Systems referred to in
Condition 21.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

22

Infrastructure Sharing and Deployment

22.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

22.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.

Modified on 21 January 2019

The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.
23

Requirement for Underground Telecommunication Systems

23.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V: SERVICE OBLIGATIONS
24

Price Control/Tariffing Arrangements/Quality of Service Standards

24.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

24.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

24.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

25

Publication of Charges, Terms and Conditions and Other Information

25.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as the
Authority may require the Licensee to publish in relation to the Services.

26

Confidentiality of Subscriber Information

26.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

26.2

Notwithstanding Condition 26.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI: OTHER OBLIGATIONS
27

Codes of Practice and Advisory Guidelines

27.1

The Licensee shall comply with the Codes of Practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority
may issue from time to time.

28

Number Portability

28.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

28.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

29

Accounting Separation

29.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time
to time.

30

Restriction on Undue Preference and Undue Discrimination

30.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

31

Restriction Against Anti-Competitive Arrangements

31.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

32

Restriction on Exclusive Arrangement for International Services

32.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by the Authority to provide those services.

32.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government of any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

32.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

33

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

33.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s

Modified on 21 January 2019

approval for the joint venture, association, contract or arrangement in
question.
33.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

33.3

If the Licensee fails to effect the necessary changes referred to in Condition
33.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

33.4

Nothing in Condition 33.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.

34

Board Directorship and Management Appointments

34.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

35

Direction by the Authority

35.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

Modified on 21 January 2019

35.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
35.1.

35.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not during
the currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

36

Dispute Resolution

36.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

36.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

37

Provision of Information to the Authority

37.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

37.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited

Modified on 21 January 2019

accounts and reports prepared under this Condition 37.2 to the Authority for
inspection and verification.
37.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 37.1, as
well as the fact that the Authority has requested for such document and/or
information.

37.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 37.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 37.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.

38

Participation in Emergency Activities

38.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

38.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 38.1 as well as the
fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

38.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and

Modified on 21 January 2019

non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.
39

International Obligations

39.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

39.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 39.1
applies for its compliance.

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
40

Penalty Framework for Breach of Licence Conditions

40.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

41

Variation of Terms of Licence

41.1

The Authority may vary or amend any of the terms of this Licence in
accordance with, and under the procedure provided by Section 7 of the Act.

42

Suspension/Cancellation

42.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

43

Termination of Licence or Cessation of Systems or Services

43.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

43.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any
service disruption that may be caused to its customers.

43.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 43.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 21 January 2019

44

Rights upon Termination, Suspension or Cancellation

44.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination
except that the Licensee shall not have the right to seek a refund of the
licence fee or any other fee paid in advance.

45

Exceptions and Limitations on Obligations

45.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons: (a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee's reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
46

Compliance with the Law

46.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 21 January 2019

46.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

47

Governing Law

47.1

This Licence shall be governed by and construed according to the law of
Singapore.

48

Service of Notices

48.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

49

Severability

49.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 1st April 1992
Renewed on 1 April 2017

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION

In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are
revoked or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as
may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SINGAPORE TELECOMMUNICATIONS LIMITED

[Licensee specific details have been removed]

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SINGAPORE TELECOMMUNICATIONS LIMITED

[Licensee specific details have been removed]

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and
effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the international call services and that the right
parties are being billed. For the avoidance of doubt, this Condition 3.1 does
not apply to prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal
digits long and include a country code, area or city code, and a local number.
1

Modified on 21 January 2019

2.4

in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.
The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

Modified on 21 January 2019

(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

Modified on 21 January 2019

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
Modified on 21 January 2019

emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
its Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories

Modified on 21 January 2019

for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or
programme; and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the live
Audiotex services and shall subscribe for additional lines from licensed
Facilities-Based Operators to adequately handle calls for the live Audiotex
services and to prevent congestion to other users of the public
telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the
Authority against all claims for libel, slander, infringement of Intellectual
Property rights or any other liability whatsoever arising from or in
connection with the information transmitted or received through the ValueAdded Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call
duration to callers at regular intervals of a maximum of 15 minutes or less.
The Licensee may either charge an information fee on per minute basis or a
fixed fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live
operator after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the
live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:

Modified on 21 January 2019

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established
by the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed
by the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by
the Authority for the publication of information pertaining to broadband
Internet access services offered by the Licensee, including but not limited to
the access speeds, throughput, round-trip latency, webpage loading time and
any other information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Modified on 21 January 2019

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Modified on 21 January 2019

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i) Service ID;
(ii) Assigned Client IP address and User ID/User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

"
57,f0b4e47a0e8c429f16d679bac880edaeeba0d9fc,Singtel Mobile Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SingTelM.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SINGTEL MOBILE SINGAPORE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 APRIL 1992
RENEWED ON 1 APRIL 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Performance Bond

PART II:
6.
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Service Coverage
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

Modified on 2 November 2020

17.
18.
19.
20.
21.
22.
23.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Use of and Access to Space and Facilities for Mobile Deployment
Requirement for Underground Telecommunication Systems

PART V:
24.
25.
26.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION

Modified on 2 November 2020

40.
41.
42.
43.
44.
45.
46.
47.
48.
49.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED
BY
SINGTEL
MOBILE
SINGAPORE PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SINGTEL MOBILE SINGAPORE
PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

SPECIFIC TERMS AND CONDITIONS FOR 5G
AND/OR
INTERNATIONAL
MOBILE
TELECOMMUNICATION-2020 SYSTEMS AND
SERVICES

SCHEDULE E

-

Modified on 2 November 2020

REQUIRED PERFORMANCE BOND FORM

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SINGTEL MOBILE SINGAPORE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 1 April 1992, the Telecommunication Authority of Singapore
(hereinafter referred to as “TAS”), in exercise of its powers under Section 26
of the Telecommunication Authority of Singapore Act 1992 (hereinafter
referred to as the “TAS Act”), issued this licence (hereinafter referred to as
the “Licence”) to Singapore Telecommunications Limited to establish,
install and maintain certain specified and approved telecommunication
systems for the purposes of operating and providing Public Cellular Mobile
Telecommunications Services as specified in the Licence.

B.

On 31 October 1994, with the approval of TAS and subject to the terms and
conditions imposed by TAS, Singapore Telecommunications Limited
assigned its rights under this Licence in relation to the operation and
provision of Public Cellular Mobile Telecommunications Services to
Singapore Telecom MobileLink Pte Ltd (known as Singapore Telecom
Mobile Pte Ltd from 18 December 1996) hereinafter referred to as the “First
Licensee”.

C.

On 1 December 1999, TAS was re-constituted as the Info-communications
Development Authority of Singapore (hereinafter referred to as “IDA”) by
the enactment of the Info-communications Development Authority of
Singapore Act 1999 (hereinafter referred to as the “IDA Act”). The TAS
Act was repealed and the Telecommunications Act (Cap. 323) was enacted
(hereinafter referred to as the “Act”). Section 75 of the Act preserves the
validity of the Licence and deems the Licence as having been granted by
IDA under Section 5 of the Act.

D.

On 11 August 2010, the IDA, approved the transfer of the Licence from the
First Licensee to Singtel Mobile Singapore Pte Ltd (the “Licensee”) with

Modified on 2 November 2020

effect from 1 October 2010, subject to the terms and conditions set out
herein. For the avoidance of doubt, the terms and conditions of the Licence
as set out herein shall supersede all previous terms and conditions and shall
be referred to and taken by all parties concerned as the Licence.
E.

On 6 September 2016, the Licensee submitted its confirmation to renew the
Licence.

F.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

G.

The Licence is renewed and for the avoidance of doubt, shall include all terms
and conditions herein and in the Schedules annexed hereto, which shall be
collectively referred to and taken by all parties concerned as the Licence.

1.

Period of Licence

1.1

The Licence is renewed on 1 April 2017 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 42 or terminated by the Licensee in accordance
with Condition 43 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of -

Modified on 2 November 2020

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

Modified on 2 November 2020

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedules C and D. For the avoidance
of doubt, the terms and conditions listed in Schedules A to D of this Licence
shall form part of this Licence and are terms and conditions that are binding
and enforceable on the Licensee. The Licensee shall not operate or provide
any system or service not described in Schedules A and B except with the prior
approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 2 November 2020

5

Performance Bond

5.1

The Licensee shall provide the Authority with a performance bond to secure
the obligations of the Licensee (“PB”). This PB shall be in the form of a
Banker’s Guarantee made in favour of the Authority and shall contain the
provisions set out in Schedule E and such other provisions which will be
specified by the Authority at a later date (the “Required PB Form”).

5.2

The Licensee shall provide the PB within twenty-eight (28) days from the date
the Authority issues the finalised Required PB Form. If the Licensee fails to
provide the PB within this time, the Authority shall be entitled to suspend the
Licensee’s right to operate or provide the 5G systems and services described
in Schedules A and B of this Licence (or any part thereof) immediately by
notice in writing.

5.3

The Licensee shall not be released from any of its obligations under the Licence
by any breach of forfeiture of the performance bond.

Modified on 2 November 2020

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Service Coverage

6.1

The Licensee shall provide coverage for the whole island of Singapore
(including MRT underground stations/lines and road tunnels), the offshore
islands and the territorial waters up to 15km from the coast line of the island of
Singapore, except where limitations in service coverage are due to technical
requirements imposed by the Authority (e.g. to limit interference with
neighbouring countries).

7

Public Emergency Call Services

7.1

The Licensee shall ensure that any person through functioning mobile
equipment may at any time and without charge, contact the relevant police
service (namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.

8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Modified on 2 November 2020

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Modified on 2 November 2020

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 2 November 2020

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 2 November 2020

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 2 November 2020

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which

Modified on 2 November 2020

does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions,
and notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 2 November 2020

22

Use of and Access to Space and Facilities for Mobile Deployment

22.1

The Licensee shall comply with the Authority’s requirements for the use of and
access to space and facilities for mobile deployment, including but not limited
to the codes of practice, directions and notifications, which the Authority may
issue from time to time.

23

Requirement for Underground Telecommunication Systems

23.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 2 November 2020

PART V:

SERVICE OBLIGATIONS

24

Price Control/Tariffing Arrangements/Quality of Service Standards

24.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

24.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

24.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

25

Publication of Charges, Terms and Conditions and Other Information

25.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

26

Confidentiality of Subscriber Information

26.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

26.2

Notwithstanding Condition 26.1, the Licensee shall disclose subscriber
information, where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 2 November 2020

PART VI:

OTHER OBLIGATIONS

27

Codes of Practice and Advisory Guidelines

27.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

28

Number Portability

28.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

28.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

29

Accounting Separation

29.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

30

Restriction on Undue Preference and Undue Discrimination

30.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 2 November 2020

31

Restriction Against Anti-Competitive Arrangements

31.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

32

Restriction on Exclusive Arrangement for International Services

32.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

32.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

32.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

33

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

33.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 2 November 2020

33.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

33.3

If the Licensee fails to effect the necessary changes referred to in Condition
33.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

33.4

Nothing in Condition 33.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

34

Board Directorship and Management Appointments

34.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

35

Direction by the Authority

35.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

35.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 35.1.

35.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the

Modified on 2 November 2020

currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
36

Dispute Resolution

36.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

36.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

37

Provision of Information to the Authority

37.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

37.2

For the purposes of ensuring the Licensee’s compliance with the conditions of
the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at the Authority’s request, submit the audited accounts and
reports prepared under this Condition 37.2 to the Authority for inspection and
verification.

37.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 37.1, as well
as the fact that the Authority has requested for such document and/or
information.

Modified on 2 November 2020

37.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 37.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 37.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.

38

Participation in Emergency Activities

38.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

38.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 38.1 as well
as the fact that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

38.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

39

International Obligations

39.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 2 November 2020

39.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 39.1 applies
for its compliance.

Modified on 2 November 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

40

Penalty Framework for Breach of Licence Conditions

40.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

41

Variation of Terms of Licence

41.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

42

Suspension/Cancellation

42.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

43

Termination of Licence or Cessation of Systems or Services

43.1

In the event that the Licensee desires to terminate its Licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

43.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

43.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 43.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 2 November 2020

44

Rights upon Termination, Suspension or Cancellation

44.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

45

Exceptions and Limitations on Obligations

45.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons: (a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
46

Compliance with the Law

46.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 2 November 2020

46.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

47

Governing Law

47.1

This Licence shall be governed by and construed according to the law of
Singapore.

48

Service of Notices

48.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

49

Severability

49.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 April 1992
Renewed on 1 April 2017

Aileen Chia
Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 2 November 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 2 November 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SINGTEL MOBILE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Modified on 2 November 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
ESTABLISHED BY SINGTEL MOBILE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Modified on 2 November 2020

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
4G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONSADVANCED SYSTEMS AND SERVICES
1

Provision of 4G and/or International Mobile TelecommunicationsAdvanced (“IMT-Advanced”) Services

1.1

The Licensee shall deploy 4G and/or IMT-Advanced telecommunication
systems and provide 4G and/or IMT-Advanced telecommunication services
using all or part of the radio frequency spectrum as allocated to it by the grant
of spectrum rights for the provision of 4G and/or IMT-Advanced
telecommunication services, in accordance with the following:
(a)

Nationwide coverage1 (except for MRT underground stations/ lines and
road tunnels) by 30 June 2016; and

(b)

Coverage in all MRT underground stations/ lines and road tunnels by
30 June 2018.

1.2

The Licensee shall use all or part of the radio frequency spectrum as
allocated to it by the grant of the 900 MHz Spectrum Right (2017) and 2.5
GHz Spectrum Right (2017) to augment its existing networks to provide
nationwide 4G and/or IMT-Advanced telecommunication services by 31
December 2018.

1.3

The Licensee shall provide, as a minimum, a publicly available mobile voice
telephony service which meets the requirements for levels “8” and “9”

1

The nationwide coverage must extend to the whole island of Singapore (excluding MRT
underground stations/lines and road tunnels), the offshore islands and the territorial waters up
to 15 kilometres from the coast line of the island of Singapore, except where limitations in
service coverage are due to technical requirements imposed by the Authority, such as that to
limit interference with neighbouring countries.
Modified on 2 November 2020

telephone numbers. The publicly available mobile voice telephony service
shall include, but is not limited to, the provision of nationwide coverage in
accordance with the timelines stipulated in Condition 1.1 above, free access
to emergency services and uninterrupted, seamless call handover when
moving from location to location at a speed of up to 100km/h. For the
avoidance of doubt, the Licensee may use all or part of the spectrum in its
1800 MHz Spectrum Right (2013) to satisfy the aforesaid requirements. It is
also not required to satisfy this requirement through the use of 4G
technologies only.
1.4

In its deployment and provision of the 4G and/or IMT-Advanced
telecommunication systems and services over all or part of the radio
frequency spectrum as allocated to it by the grant of spectrum rights, the
Licensee shall coordinate with other mobile telecommunications operators
and take such steps as may be necessary to manage any potential interference
that may be caused to any services provided over networks authorised by the
Authority, including but not limited to setting aside appropriate guard band
and carrier separation in respect of all systems operating in adjacent bands.

2

Wholesale 4G and/or IMT-Advanced Telecommunication Services

2.1

The Licensee shall negotiate in good faith to provide wholesale 4G and/or
IMT-Advanced telecommunication services to a mobile virtual network
operator (“MVNO”), upon receiving a request for such provision from an
MVNO.

3

Licence Fee Computation

3.1

The Licensee shall include the revenue collected from the provision of 4G
and/or IMT-Advanced telecommunication systems and services, including
those provided over all or part of the radio frequency spectrum as allocated
to it by the grant of spectrum rights (including 3G Spectrum Right), in the
computation of the Licensee’s annual gross turnover, which will be subject
to licence fee computation under the Licence.

Modified on 2 November 2020

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
POSTPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Postpaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Postpaid PCMT Service” refers to a Public Cellular
Mobile Telephone Service provided by the Licensee in Singapore which
involves the collection of payments from subscribers according to their
usage of mobile services at the end of each billing cycle, which shall not be
more than a month.

2

Registration of Subscribers

2.1

The Licensee shall provide procedures for Postpaid PCMT Service
application or registration before any Postpaid PCMT Service activation, to
ensure that subscribers are properly signed up for the Postpaid PCMT
Service and that the right parties are being billed.

2.2

The Licensee shall maintain a register containing records of every subscriber
who purchases the Licensee’s Postpaid PCMT Service (the “Register of
Postpaid PCMT Service Subscribers”) which shall be made available for
inspection by authorised Singapore government agencies. The Register of
Postpaid PCMT Subscribers shall contain the following particulars of the
subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN of the subscriber and business registration number of the
company for corporate customer);

(c)

Billing Address;

Modified on 2 November 2020

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Subscribers.

2.4

Before recording the particulars referred to in Condition 2.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235) or the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

2.5

The Register of Postpaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Postpaid PCMT Service to the
subscriber.

Modified on 2 November 2020

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of every retailer of
its Postpaid PCMT Service (the “Register of Postpaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Postpaid PCMT Service
Retailers shall contain the following particulars of the retailer:
(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid PCMT Service number accounts allocated by the Licensee to
the retailer by sale.

3.2

The Licensee shall ensure that retailers in Singapore selling its Postpaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.2 and 2.3 of this Schedule before sales and forward such
information to the Licensee upon verification of documents as set out in
Condition 2.4 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s Postpaid PCMT Service, the
Licensee shall ensure that such retailer forwards the subscribers’ information
set out in Conditions 2.2 and 2.3 of this Schedule to the Licensee within
seven (7) working days from the date of purchase of the Postpaid PCMT
Service.

3.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Retailers.

3.4

The Register of Postpaid PCMT Service Retailers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar

Modified on 2 November 2020

months from the date on which the retailer ceases to sell the Postpaid PCMT
Service of the Licensee.
4

Access to the Registration Information

4.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Postpaid PCMT Service Subscribers and
Register of Postpaid PCMT Service Retailers under Conditions 2 and 3 of
this Schedule, are in compliance with the ISO/IEC 27002:2013 Code of
Practice for Information Security Controls including all amendments and
revisions thereto from time to time in force.

4.2

The Licensee shall maintain records of all access by any persons to the
Register of Postpaid PCMT Service Subscribers and Register of Postpaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

4.3

The Records of Access referred to in Condition 4.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

4.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Postpaid PCMT
Service Subscribers and Register of Postpaid PCMT Service Retailers.

5

Public Emergency Call Services

5.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to public emergency
services via its Postpaid PCMT Service.

Modified on 2 November 2020

6

Data Retention Requirements

6.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Postpaid PCMT Service which are operated and/or
provided in Singapore.

6.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
PREPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Prepaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Prepaid PCMT Service” refers to a Public Cellular Mobile
Telephone Service provided by the Licensee in Singapore which involves
the collection of advance payments from subscribers prior to, upon or after
the supply of a Subscriber Information Module (“SIM”) card or other access
device/code.

2

Minimum Age of Subscribers

2.1

The Licensee shall not provide the Prepaid PCMT Service to any person
below 15 years of age.

3

Registration of Subscribers

3.1

The Licensee shall register subscribers of its Prepaid PCMT Service via the
prescribed electronic registration system in accordance with Condition 3.2
of this Schedule.

3.2

The Licensee shall record the following particulars of its Prepaid PCMT
Service subscribers when registering them and shall maintain such records
(the “Register of Prepaid PCMT Service Subscribers”) in accordance with
Condition 3.5 of this Schedule:
(a)

where the subscriber purchased the Prepaid PCMT Service in
Singapore:
(i)

Name;

(ii) Address;
Modified on 2 November 2020

(iii) Identity Number (as applicable, NRIC number, 11B number,
passport number, FIN, work permit number, or relevant pass
number1 of the subscriber and business registration number of the
company for corporate customer);
(iv) Contact Information (landline number, mobile number, or email
address);
(v)

Service Period (start and end date for each type of service);

(vi) Service Types:
(a)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated
Services Digital Network Numbers (“MSISDN”) assigned
to the subscriber);

(b)

Assigned Client IP address and User ID/User Name (where
applicable);

(vii) Equipment ID (where applicable).
(b)

where the subscriber did not purchase the Prepaid PCMT Service in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead.

The Register of Prepaid PCMT Service Subscribers shall be made available
for inspection by authorised Singapore government agencies. In the event
that the prescribed electronic registration system is unavailable due to
technical failure, the Licensee shall record the particulars stipulated in subparagraphs (a) to (b) in the prescribed forms and transfer them into the
prescribed electronic registration system within three (3) working days from
the date in which the system becomes available again.

1

The relevant pass number refers to the nine additional documents spelt out in Condition 3.4(a).
Modified on 2 November 2020

3.3

The Authority reserves the right to require the Licensee to record any other
details of its subscribers as necessary in the Register of Prepaid PCMT
Service Subscribers.

3.4

Before recording the particulars referred to in Condition 3.2 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the Prepaid PCMT Service(s) in
Singapore, require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore
Armed Forces Act (Cap. 295), the Police Force Act (Cap. 235), the
Civil Defence Act (Cap. 42), passport, or the following documentation
as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

3.5

where the subscriber purchases the Prepaid PCMT Service(s) outside
of Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Prepaid PCMT Service to the
subscriber.

Modified on 2 November 2020

3.6

The Licensee shall not sell more than the prescribed limit of its Prepaid
PCMT Service to a subscriber.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of every retailer of
its Prepaid PCMT Service (the “Register of Prepaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Prepaid PCMT Service
Retailers shall contain the following particulars of the retailer:

4.2

(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid PCMT Service number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that retailers in Singapore selling its Prepaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.1, 3.2, 3.3 and 3.6 of this Schedule before sales and submit
such information through the prescribed electronic registration system upon
verification of documents as set out in Condition 3.4 of this Schedule. Where
the Licensee’s retailer conducts in-flight or overseas sales of the Licensee’s
Prepaid PCMT Service, the Licensee shall ensure that such retailer forwards
the subscribers’ information set out in Conditions 3.2 and 3.3 of this
Schedule to the Licensee within seven (7) working days from the date of
purchase of the Prepaid PCMT Service and the Licensee shall submit the
same upon receipt through the prescribed electronic registration system.

Modified on 2 November 2020

4.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid PCMT Service Retailers.

4.4

The Register of Prepaid PCMT Service Retailer shall be kept by the Licensee
in Singapore for a period of not less than twelve (12) calendar months from
the date on which the retailer ceases to sell the Prepaid PCMT Service of the
Licensee.

5

Access to the Registration Information

5.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid PCMT Service Subscribers and Register
of Prepaid PCMT Service Retailers under Conditions 3 and 4 of this
Schedule, are in compliance with the ISO/IEC 27002:2013 Code of Practice
for Information Security Controls including all amendments and revisions
thereto from time to time in force.

5.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid PCMT Service Subscribers and Register of Prepaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

5.3

The Records of Access referred to in Condition 5.2 of this Schedule shall be
submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

5.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Prepaid PCMT
Service Subscribers and Register of Prepaid PCMT Service Retailers.

6

Public Emergency Call Services

6.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”

Modified on 2 November 2020

in the main body of the Licence, for all calls made to public emergency
services via its Prepaid PCMT Service.
7

Termination of Service

7.1

In the event that the Licensee fails to comply with Conditions 2.1, 3.1 or 3.6
of this Schedule, the Licensee shall as soon as practicable, terminate the
Prepaid PCMT Service to that subscriber, where applicable, within fourteen
(14) days of the sale of the Prepaid PCMT Service to the subscriber, and/or
after giving reasonable notice to the subscriber via Short Message Service
(“SMS”) or other suitable means. The foregoing shall be without prejudice
to the Authority’s right to take enforcement action against the Licensee for
failing to comply with the said conditions.

8

Data Retention Requirements

8.1

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Prepaid PCMT Service which are operated
and/or provided in Singapore.

8.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

8.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 2 November 2020

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 2 November 2020

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Modified on 2 November 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 2 November 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 2 November 2020

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 2 November 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 2 November 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 2 November 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Modified on 2 November 2020

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 2 November 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 2 November 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 2 November 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 2 November 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 2 November 2020

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Modified on 2 November 2020

(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

Modified on 2 November 2020

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Modified on 2 November 2020

SCHEDULE D

SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES

[Licensee specific details have been removed]

Issued on 2 November 2020

SCHEDULE E

REQUIRED PERFORMANCE BOND FORM

[Licensee specific details have been removed]

Issued on 2 November 2020

"
58,b74d119d44c87e8b4bef31614e786b6d738838d7,SkyLab Networks Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SkyLabNetworks.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SKYLAB NETWORKS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 28 MARCH 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 28 March 2017

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 28 March 2017

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SKYLAB
NETWORKS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SKYLAB NETWORKS
PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 28 March 2017

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SKYLAB NETWORKS PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to SkyLab Networks Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Issued on 28 March 2017

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Issued on 28 March 2017

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 28 March 2017

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 28 March 2017

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 28 March 2017

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 28 March 2017

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 28 March 2017

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to the number(s) assigned. The
Licensee shall take the necessary steps to ensure that the number(s) allocated
is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 28 March 2017

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 28 March 2017

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 28 March 2017

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 28 March 2017

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 28 March 2017

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 28 March 2017

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 28 March 2017

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 28 March 2017

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 28 March 2017

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 28 March 2017

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 28 March 2017

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,

Issued on 28 March 2017

except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.
43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 28 March 2017

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued 28 March 2017

Director-General (Telecoms & Post)
Asst. CE (Connectivity & Competition Development)
Info-communications Media Development Authority

Issued on 28 March 2017

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 28 March 2017

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SKYLAB NETWORKS PTE LTD

[Licensee specific details have been removed]

Issued on 28 March 2017

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SKYLAB NETWORKS PTE LTD

[Licensee specific details have been removed]

Issued on 28 March 2017

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 28 March 2017

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Registration of Subscribers

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being billed.
For the avoidance of doubt, this Condition 4.1 does not apply to prepaid card
services.

4.2

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations; and

(f)

assigned User ID/User Name where applicable.

Issued on 28 March 2017

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 28 March 2017

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

4.2

(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer (or, where the subscriber is not located in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead);

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types;

(f)

assigned User ID/User Name where applicable; and

(g)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable; and

(h)

IP telephony number assigned to the subscriber.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 28 March 2017

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the IP Telephony service to a subscriber, the
subscriber’s records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) calendar months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 28 March 2017

recognised by the authorised establishments in the country of origin,
shall be used instead);
(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

6

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

6.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

6.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
telecommunication network, public mobile network or public digital voice
network in Singapore.

Issued on 28 March 2017

6.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

6.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

6.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

6.6

The Licensee shall:

6.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

Issued on 28 March 2017

(b)

6.8

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 28 March 2017

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 28 March 2017

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid SIM
cards; and

Issued on 28 March 2017

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 28 March 2017

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 28 March 2017

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of customers
and retailers of prepaid SIM cards. The records shall include the name, user
ID and employer company of any person accessing the registers, the date and
time of each incidence of access by such person, and any other information
which the Authority may require the Licensee to include from time to time.

Issued on 28 March 2017

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 28 March 2017

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all Non-SIM M2M Services by the Licensee
are configured to be used only for the automated communication between
machines and devices (including voice communication within the scope of a
pre-defined service feature and within a closed user group), and not for other
purposes (such as voice communication with an external person) unless the
prior written approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, and where applicable, NRIC number, passport number,
employment pass or business registration number of the subscriber (or,
where the subscriber is not located in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of purchase
shall be used instead);

(b)

Billing /Service address;

(c)

Contact: Phone (Fixed/Mobile) and email;

(d)

Date of activation of the subscriber’s account;

(e)

Service types; and

Issued on 28 March 2017

(f)

Assigned User ID/User Name.

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number, employment pass or business registration number of the
retailer in Singapore (or, where the retailer is not based in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of origin, shall be used instead); and

(b)

Contact (telephone number(s), emails etc.) of the retailer.

3.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Condition 2.1 of this Schedule upon the registration of
a subscriber and forward such information to the Licensee within two (2)
days of the activation of the subscriber’s account.

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of which the retailer ceases to sell
the Services of the Licensee.

Issued on 28 March 2017

4

Support to Government Agencies

4.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of Non-SIM M2M Services by the Licensee.

5

Data Retention Records

5.1

The Licensee shall maintain data retention records including source IP
address and port, start and end time sessions of the services which are
operated and/or provided in Singapore.

5.2

All data retention records shall be kept by the Licensee for a period of not
less than twelve (12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data retention records as necessary.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

4.

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer;

Issued on 28 March 2017

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

In the case of termination of the Services to a subscriber, the subscriber’s
records shall be kept by the Licensee for a period of not less than twelve (12)
calendar months from the date of termination.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised

Issued on 28 March 2017

Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

contact telephone number(s) of the retailer.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Services of the Licensee.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscriber:
(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

types of services provided e.g. circuit capacity and destinations; and

(f)

assigned User ID/User Name where applicable.

Issued on 28 March 2017

2.2

The register shall be kept by the Licensee for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 28 March 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3.

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers;
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Issued on 28 March 2017

3.2

(a)

name, address, and as applicable, NRIC number, FIN, passport number
of the subscriber and Unique Entity Number of the company for
corporate customer;

(b)

billing /service address;

(c)

contact information: phone (Fixed/Mobile) and email;

(d)

date of activation of the subscriber’s account;

(e)

service types; and

(f)

assigned User ID/User Name where applicable.

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

Issued on 28 March 2017

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 28 March 2017

"
59,ccb60c91ffa0041473a217c1dd626a09f04c2cfd,SPConnect Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SPConnect.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPCONNECT PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 31 JANUARY 2018

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Modified on 21 January 2019

21.
22.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Modified on 21 January 2019

45.
46.
47.
48.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SPCONNECT PTE
LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SPCONNECT PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPCONNECT PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to SPConnect Pte Ltd (hereinafter referred to as “the Licensee”) a licence (hereinafter
referred to as “the Licence”) to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as specified in the
Licence. On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the Licence,
which took effect on 21 January 2019. For the avoidance of doubt, all terms and conditions
herein and in the Schedules annexed hereto, shall be collectively referred to and taken by
all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Modified on 21 January 2019

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Modified on 21 January 2019

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Modified on 21 January 2019

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Modified on 21 January 2019

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:

20

(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Changes to Systems

Modified on 21 January 2019

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Modified on 21 January 2019

authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the

Modified on 21 January 2019

disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 31 January 2018

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SPCONNECT PTE LTD

[Licensee specific details have been removed]

Amended on 16 August 2021

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SPCONNECT PTE LTD

[Licensee specific details have been removed]

Amended on 16 August 2021

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 2 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

2 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary

Modified on 21 January 2019

"
60,e6fd285499fbde8eb36f1ae1ed398efde8e1506f,SpeedCast Singapore Pte Ltd f.k.a. ST Teleport Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/speedcast.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPEEDCAST SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 APRIL 2000
RENEWED ON 1 APRIL 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Amended on 12 July 2022

21.

Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Amended on 12 July 2022

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SPEEDCAST
SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SPEEDCAST
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Amended on 12 July 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPEEDCAST SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE

A. On 1 April 2000, the Info-communications Development Authority of Singapore
powers conferred on it under
Section 5 of the Telecommunications Act (Cap.323) (now Telecommunications Act
1999 and

telecommunication services specified in Schedule B (hereinaft
conditions set out in Schedule C.
B. On 6 May 2014, the Licensee submitted its request to renew the Licence which is due
to expire on 31 March 2015.
C. IDA approved the renewal of the Licence subject to the terms and conditions set out
herein which shall be referred to and taken by all parties concerned as the Licence.
D. On 1 October 2016, IDA was re-constituted as the Info-communications Media
Devel
of the Infothe Licence as having been granted by the Authority under Section 5 of the Act.
E. On 22 November 2018 and 21 January 2019, the Authority, in exercise of its powers
under Section 9 of the Act, modified the terms and conditions of the Licence, which
took effect on 21 January 2019.
F. On 11 May 2021, the Authority approved the transfer of the Licence from the First
Licensee to Speedcast Singapore Pte Ltd.
Amended on 12 July 2022

G. On 31 October 2021, the Licensee and Caprock Communications Pte Ltd were
amalgamated. On 13 December 2021, the Authority approved the termination and
subsequent transfer of (i) Postpaid Public Internet Access Services, and (ii) Postpaid
Managed Data Network Services from Caprock Communications Pte Ltd ServicesBased Operations licence into Schedule B of this Licence. All the property, rights and
privileges, as well as the liabilities and obligations that Caprock Communications Pte
Ltd has under the Services-Based Operations licence will be transferred to the
Licensee. The Licensee will be accountable to the Authority for compliance with all
regulatory obligations owed by Caprock Communications Pte Ltd under the laws and
relevant licences.
H. For the avoidance of doubt, all terms and conditions herein and in the Schedules
annexed hereto, shall be collectively referred to and taken by all parties concerned as
the Licence.
1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (
services
of
(a)

a minimum sum of $80,000;

(b)
of the services
million up to $100 million; and
Amended on 12 July 2022

(c)
the services
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

Amended on 12 July 2022

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 12 July 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain
prior written approval on any charges it

Amended on 12 July 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 12 July 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Amended on 12 July 2022

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with
National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 12 July 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 12 July 2022

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

Intellectual Prope
means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or

Amended on 12 July 2022

performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.
19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority
ramework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 12 July 2022

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 12 July 2022

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

29

Restriction Against Anti-Competitive Arrangements

Amended on 12 July 2022

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Cond
means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority
international settlement regime and seek the Authority
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

Amended on 12 July 2022

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

Amended on 12 July 2022

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.
35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed

Amended on 12 July 2022

disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Amended on 12 July 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
(6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the
Condition 41

42

Rights upon Termination, Suspension or Cancellation

Amended on 12 July 2022

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Amended on 12 July 2022

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or preregistered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic ma
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 April 2000
Renewed on 1 April 2015

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 12 July 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 12 July 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SPEEDCAST SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 12 July 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SPEEDCAST SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 12 July 2022

CONFIDENTIAL

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

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3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

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4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
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2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;
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(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

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(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2
made and received through the Service, which are operated and/or provided
in Singapore.
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6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising

7.1
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
purposes of these Conditions Fixed Net

7.2
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.
7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use

(b)

any person through its public payphones that enables the use of its

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

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CONFIDENTIAL

7.4

The Lice
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee
comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all pers
Services.

The Licensee shall:
(a)
in accordance with such requirements as may be established by the
Authority; and
(b)
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.
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1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
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(b)

5

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Data Retention Requirements

5.1
and received through the Service, which are operated and/or provided in
Singapore.
5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

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CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;
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(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
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authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the

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(b)

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

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6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);
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(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

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SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;
CONFIDENTIAL

Amended on 12 July 2022

CONFIDENTIAL

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

CONFIDENTIAL

Amended on 12 July 2022

"
61,7ee84861845ea9e4d8ba126c5e9a3ac315054703,SPTEL Pte Ltd f.k.a. SP Telecommunications Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SPTelecom.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPTEL PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 APRIL 2000
RENEWED ON 1 APRIL 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.
21.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

Modified on 21 January 2019

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SPTEL PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SPTEL PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SPTEL PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 April 2000, the Info-communications Development Authority of
Singapore (now known as the Info-communications Media Development
Authority and hereinafter referred to as the “Authority”), in exercise of the
powers conferred on it under Section 5 of the Telecommunications Act (Cap.
323) (hereinafter referred to as “the Act”) issued this licence (hereinafter
referred to as the “Licence”) to SP Telecommunications Pte Ltd (now known
as SPTEL Pte Ltd and hereinafter referred to as “the Licensee”), to establish,
install and maintain the telecommunication systems and to operate and provide
the telecommunication services as then specified in the Licence.

B.

On 28 November 2014, the Licensee submitted its request to renew the Licence
which is due to expire on 31 March 2015.

C.

On 1 April 2015, the Authority approved the renewal of the Licence, subject
to the terms and conditions set out herein which shall be referred to and taken
by all parties concerned as the Licence.

D.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

E.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

Modified on 21 January 2019

1

Period of Licence

1.1

The Licence is renewed on 1 April 2015 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Modified on 21 January 2019

financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the

Modified on 21 January 2019

specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.
4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Modified on 21 January 2019

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Modified on 21 January 2019

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Modified on 21 January 2019

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

Modified on 21 January 2019

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

Modified on 21 January 2019

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed

Modified on 21 January 2019

disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 April 2000
Renewed on 1 April 2015

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SPTEL PTE LTD

[Licensee specific details have been removed]

Amended on 12 November 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SPTEL PTE LTD

[Licensee specific details have been removed]

Amended on 12 November 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all Non-SIM M2M Services by the Licensee are
configured to be used only for the automated communication between machines
and devices (including voice communication within the scope of a pre-defined
service feature and within a closed user group), and not for other purposes (such
as voice communication with an external person) unless the prior written
approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars, which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number of
the subscriber and business registration number of the company for
corporate subscriber, (or, where the subscriber is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase shall be used instead);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email address);

Modified on 21 January 2019

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i) Service ID;
(ii) Assigned Client IP address, and User ID/ User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) months from the date of termination of the Non-SIM M2M
Services to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:

3.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by the
authorised establishments in the country of origin, shall be used instead;

(c)

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Non-SIM M2M Services obtain
the information set out in Condition 2.1 of this Schedule upon the registration of
a subscriber and forward such information to the Licensee within two (2) days
of the activation of the subscriber’s account.

Modified on 21 January 2019

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of which the retailer ceases to
sell the Non-SIM M2M Services of the Licensee.

4

Data Retention Requirements

4.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned UserID/ UserName (e.g., subscriber records associated with
(a)).

4.2

The Authority reserves the right to require the Licensee to retain any other details
as part of data records as necessary.

4.3

All data records shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided

Modified on 21 January 2019

by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.
5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(c)

Assigned Source IP address and Date & Time Stamps; and

(d)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Modified on 21 January 2019

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Modified on 21 January 2019

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)
(e)

Service Address (where applicable);
Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

Modified on 21 January 2019

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Modified on 21 January 2019

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,

Modified on 21 January 2019

Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.
10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

"
62,4da695c7f72168658f15c976ba57159cf7956c2c,StarHub Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/9-April-StarHubLtd.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STARHUB LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 5 MAY 1998
RENEWED ON 1 APRIL 2020

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:

6.
7.
8.
9.
10.
11.
12.
13.
14.

BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE

Provision of Domestic Services
Provision of International Services
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services
Public Payphones

PART III:
15.
16.
17.
18.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 1 April 2020

PART IV:
19.
20.
21.
22.
23.
24.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
25.
26.
27.

35.
36.
37.
38.
39.
40.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
28.
29.
30.
31.
32.
33.
34.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 1 April 2020

PART VII: SUSPENSION, VARIATION AND TERMINATION
41.
42.
43.
44.
45.
46.
47.
48.
49.
50.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATION
SCHEDULE A

-

SCHEDULE B

-

SCHEDULE C

-

Renewed on 1 April 2020

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY STARHUB
LTD
DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY STARHUB LTD
SPECIFIC TERMS AND CONDITIONS

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY THE INFOCOMMUNICATIONS MEDIA DEVELOPMENTAUTHORITY
TO STARHUB LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 5 May 1998, the Telecommunication Authority of Singapore (subsequently
known as the Info-communications Development Authority of Singapore and
now known as the Info-communications Media Development Authority, and
hereinafter referred to as the “Authority”), in exercise of its powers under Section
26 of the Telecommunication Authority of Singapore Act 1992 (now Section 5
of the Telecommunications Act (Cap. 323) and hereinafter referred to as the
“Act”), issued this telecommunication licence (the “Licence”) to StarHub Ltd
(hereinafter referred to as the “Licensee”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services as then specified in the Licence. The Licensee was also designated a
Public Telecommunication Licensee on 5 May 1998.

B.

On 1 April 2000, the Authority granted Singapore Cable Vision Limited
(designated on 1 April 2000 as a Public Telecommunication Licensee under
Section 6 of the Act) a licence to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services over the said telecommunication systems.

C.

On 23 May 2000, the Licensee was notified of modifications to be made to the
terms and conditions of the Licence, and modifications were made on 8
September 2000.

D.

On 2 July 2002, the Licence was modified in connection with the Licensee’s
acceptance of the imposition of additional terms and conditions arising from the
approval of the consolidation application submitted by the Licensee, StarHub
Mobile Pte Ltd and Singapore Cable Vision Limited (subsequently known as
StarHub Cable Vision Ltd and hereinafter referred to as “SCV”) to the Authority
on 17 May 2002.

E.

Between 31 August 2017 and 11 June 2018, the Licensee had notified the
Authority of its intention to cease SCV’s Hybrid-Fibre Coaxial (“HFC”) network

Renewed on 1 April 2020

and its associated services (“HFC Cessation”), and consequently requested not
to renew the licence held by SCV and to amend the Licence to remove any
references to the Licensee’s provision of services over SCV’s HFC network. On
4 October 2018, the Authority granted its approval to the HFC Cessation.
F.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

G.

On 1 November 2019, the Licensee was notified of modifications to be made to
the terms and conditions of the Licence, and modifications were made on 1 April
2020, arising from the HFC Cessation. Upon the expiry of SCV’s licence on 31
March 2020, the Licensee is responsible for the remaining systems and services
previously undertaken by SCV. The Licence will also reflect SCV’s HFC
network systems, which will be valid up til 31 March 2021.

H.

For the avoidance of doubt, all terms and conditions herein and in the Schedules
annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

Renewed on 1 April 2020

1

Period of Licence

1.1

The Licence is renewed on 1 April 2020 and shall be valid for a period of
twenty (20) years, unless suspended or cancelled by the Authority in
accordance with Condition 43 or terminated by the Licensee in accordance
with Condition 44 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks
fit and subject to such terms and conditions as may be specified by the
Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

(a)

a minimum sum of $200,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the
provision of the services during the Licensee’s financial year that is
more than $50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $200,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year based
on the Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 1 April 2020

financial year, subject to the minimum fee of $200,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”) for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the

Renewed on 1 April 2020

terms and conditions set out in Schedule C. The Licensee shall not operate or
provide any system or service not described in Schedules A and B except with
the prior approval of the Authority.
4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and any
other commitments as submitted to the Authority pursuant to the Authority’s
notice on modification of licence conditions dated 23 May 2000 and
subsequent letter dated 1 September 2000.

Renewed on 1 April 2020

PART II:

BASIC OBLIGATIONS OF PUBLIC TELECOMMUNICATION
LICENSEE

6

Provision of Domestic Services

6.1

The Licensee shall establish, install, maintain and operate the Systems and
shall provide, through or with the use of the Systems, a Basic Telephone
Service to any person in Singapore who requests the provision of such service
where the Licensee has rolled out its local access network.

6.2

In this Condition, “Basic Telephone Service” means a fundamentally plain
telephony service provided through a telephone set connected to the Licensee’s
public fixed-line telephone system, which enables persons to make and receive
voice calls within Singapore, and which shall exclude such service that is
provided through any enhancement or supplementary configuration of the
Systems.

7

Provision of International Services

7.1

The Licensee shall take all reasonable steps to provide to any person to whom
it provides telecommunication services, full connection by means of the
Systems to international telecommunication services, unless the Authority is
satisfied that for any of the reasons set out in Condition 46 it would be
unreasonable for the Licensee to do so.

8

Public Emergency Call Services

8.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment connected to the
Licensee’s public fixed-line telephone system; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.

Renewed on 1 April 2020

9

Public Maritime Emergency Services

9.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

10

Co-operation with Civil/Public Bodies

10.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

11

Provision of Directory Enquiry Services

11.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

11.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

12

Provision of Integrated Directories

12.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

12.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision is final.

Renewed on 1 April 2020

13

Integrated Directory and Directory Enquiry Services

13.1

The Licensee shall exchange all relevant customer data with other licensees for
the purpose of providing integrated directories and providing integrated
directory enquiry services. The data so exchanged will be free of charge.
Subject to the Authority’s approval and applicable Codes of Practice, the
Licensee may recover the cost of facilitating such exchanges of data with other
licensees.

14

Public Payphones

14.1

The Licensee shall, in compliance with any directions, which the Authority
may from time to time issue, provide and maintain public payphone services
in Singapore.

Renewed on 1 April 2020

PART III:

TECHNICAL OBLIGATIONS

15

Use of Telecommunication Equipment in the Systems

15.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

15.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

16

Operation of Radio-communication Stations

16.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

16.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

16.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

17

Use of Radio Frequencies

17.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

Renewed on 1 April 2020

17.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems is adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

18

Assignment of Numbers

18.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of Services. The
Licensee shall take all necessary steps to ensure that the numbers assigned are
efficiently utilised.

18.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

18.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 1 April 2020

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

19

Requirement to Provide Access

19.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

19.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

19.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including codes of practice,
directions and notifications which the Authority may issue from time to time.

20

Connection to Other Systems

20.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

20.2

20.3

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may from time to time impose.

Notwithstanding Condition 20.1, the Licensee shall cease to connect or refuse
to connect to the System any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the

Renewed on 1 April 2020

Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.
21

Arrangements for Connection to Systems

21.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

21.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

21.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly.

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party.

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

22

Changes to Systems

22.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or

Renewed on 1 April 2020

performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.
22.2

Where the Authority considers that a change in the Systems referred to in
Condition 22.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

23

Infrastructure Sharing and Deployment

23.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

23.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

24

Requirement for Underground Telecommunication Systems

24.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 1 April 2020

PART V:

SERVICE OBLIGATIONS

25

Price Control/Tariffing Arrangements/Quality of Service Standards

25.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

25.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

25.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
services and price schemes with the Authority before commercial launch or
announcement of such services.

26

Publication of Charges, Terms and Conditions and Other Information

26.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

27

Confidentiality of Subscriber Information

27.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers, and comply with any codes
of practice or guidelines issued by the Authority in relation to the use of
subscriber information.

27.2

Notwithstanding Condition 27.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 1 April 2020

PART VI:

OTHER OBLIGATIONS

28

Codes of Practice and Advisory Guidelines

28.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

29

Number Portability

29.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

29.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

30

Accounting Separation

30.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority,
and any additional or supplemental guidelines issued by the Authority from
time to time.

31

Restriction on Undue Preference and Undue Discrimination

31.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 April 2020

32

Restriction Against Anti-Competitive Arrangements

32.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

33

Restriction on Exclusive Arrangement for International Services

33.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

33.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

33.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

34

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

34.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

34.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

Renewed on 1 April 2020

34.3

If the Licensee fails to effect the necessary changes referred to in Condition
34.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

34.4

Nothing in Condition 34.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

35

Board Directorship and Management Appointments

35.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

36

Direction by the Authority

36.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

36.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 36.1.

36.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

Renewed on 1 April 2020

37

Dispute Resolution

37.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by the Authority whose
decision shall be binding on all parties concerned.

37.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

38

Provision of Information to the Authority

38.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

38.2

For the purposes of ensuring the Licensee’s compliance with the conditions of
the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at the Authority’s request, submit the audited accounts and
reports prepared under this Condition 38.2 to the Authority for inspection and
verification.

38.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 38.1, as well
as the fact that the Authority has requested for such document and/or
information.

38.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 38.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 38.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure

Renewed on 1 April 2020

before the Authority makes a final decision on whether to disclose the
information.
39

Participation in Emergency Activities

39.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

39.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 39.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

39.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

40

International Obligations

40.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

40.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 40.1 applies
for its compliance.

Renewed on 1 April 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

41

Penalty Framework for Breach of Licence Conditions

41.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

42

Variation of Terms of Licence

42.1

The Authority may vary or amend any of the terms of this Licence in
accordance with, and under the procedure provided by, Section 7 of the Act.

43

Suspension/Cancellation

43.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

44

Termination of Licence or Cessation of Systems or Services

44.1

In the event that the Licensee desires to terminate its Licence or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

44.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any
service disruption that may be caused to its customers.

44.3

The Licensee shall continue the operation of the Systems and provision of
the Services until the Authority’s written approval has been obtained under
Condition 44.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

45

Rights upon Termination, Suspension or Cancellation

45.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination

Renewed on 1 April 2020

except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.
46

Exceptions and Limitations on Obligations

46.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a) malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;
(b) the act or omission of any national authority, local authority or
international organisation; or
(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee's reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.

47

Compliance with the Law

47.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

47.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

48

Governing Law

48.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 April 2020

49

Service of Notices

49.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged in the Accounting and Corporate Regulatory
Authority.

50

Severability

50.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Renewed on 1 April 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it has
in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Telecommunications Act (Cap.323) until such
regulations are revoked or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes or framework or documents promulgated
by the Authority shall be read as reference to such as may be amended from time
to time.

Renewed on 1 April 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY STARHUB LTD

[Licensee specific details have been removed]

Renewed on 1 April 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY STARHUB LTD

[Licensee specific details have been removed]

Renewed on 1 April 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES

1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the international simple resale services
(“ISR”) provided under the licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Renewed on 1 April 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a) Name;
(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Renewed on 1 April 2020

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a) Assigned Source IP address and Date & Time Stamps; and
(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Renewed on 1 April 2020

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)
4.2

Equipment ID (where applicable).

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Renewed on 1 April 2020

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c) Contact telephone number(s) of the retailer; and
(d)

5.2

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the

Renewed on 1 April 2020

registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.
5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/ User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

Renewed on 1 April 2020

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

Renewed on 1 April 2020

7.7

7.8

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

Renewed on 1 April 2020

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 April 2020

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the managed data network services
(“MDNS”) provided under the licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

Renewed on 1 April 2020

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:

Renewed on 1 April 2020

(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

Renewed on 1 April 2020

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

Renewed on 1 April 2020

(b)

Assigned User ID/ User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of the Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:

Renewed on 1 April 2020

(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 April 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 April 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 April 2020

"
63,bc62b03fe12a68adbc48e15ab838e7fd7854ad9b,StarHub Mobile Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/StarHubM.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STARHUB MOBILE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 5 MAY 1998
RENEWED ON 1 APRIL 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Performance Bond

PART II:
6.
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Service Coverage
Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Modified on 2 November 2020

21.
22.
23.

Infrastructure Sharing and Deployment
Use of and Access to Space and Facilities for Mobile Deployment
Requirement for Underground Telecommunication Systems

PART V:
24.
25.
26.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
39.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Modified on 2 November 2020

45.
46.
47.
48.
49.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY STARHUB
MOBILE PTE LTD

SCHEDULE B

-

DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY STARHUB
MOBILE PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

SPECIFIC TERMS AND CONDITIONS FOR 5G
AND/OR
INTERNATIONAL
MOBILE
TELECOMMUNICATION-2020 SYSTEMS AND
SERVICES

SCHEDULE E

-

REQUIRED PERFORMANCE BOND FORM

Modified on 2 November 2020

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STARHUB MOBILE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I:

THE LICENCE

A.

On 5 May 1998, the Telecommunication Authority of Singapore
(hereinafter referred to as “TAS”), in exercise of its powers under Section
26 of the Telecommunication Authority of Singapore Act 1992 (hereinafter
referred to as the “TAS Act”), issued this telecommunication licence (the
“Licence”) to StarHub Mobile Pte Ltd (hereinafter referred to as the
“Licensee”) to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 December 1999, TAS was re-constituted as the Info-communications
Development Authority of Singapore (hereinafter referred to as “IDA”) by
the enactment of the Info-communications Development Authority of
Singapore Act 1999 (hereinafter referred to as the “IDA Act”). The TAS
Act was repealed and the Telecommunications Act (Cap. 323) was enacted
(hereinafter referred to as the “Act”). Section 75 of the Act preserves the
validity of the Licence and deems the Licence as having been granted by
IDA under Section 5 of the Act.

C.

On 2 July 2002, the IDA, in the exercise of its powers under Section 7 of
the Act, made modifications to the Licence in connection with the
Licensee’s acceptance of the imposition of additional terms and conditions
arising from IDA’s approval of the consolidation application submitted by
the Licensee, StarHub Pte Ltd and Singapore Cable Vision Limited to IDA
on 17 May 2002.

D.

On 2 September 2016, the Licensee submitted its confirmation to renew the
Licence.

Modified on 2 November 2020

E.

On 1 October 2016, IDA was re-constituted as the Info-communications
Media Development Authority (hereinafter referred to as the “Authority”)
by the enactment of the Info-communications Media Development
Authority Act 2016 (the “IMDA Act”). Section 91(1) of the IMDA Act
preserves the validity of the Licence and deems the Licence as having been
granted by the Authority under Section 5 of the Act.

F.

The Licence is renewed and for the avoidance of doubt, shall include all
terms and conditions herein and in the Schedules annexed hereto, which
shall be collectively referred to and taken by all parties concerned as the
Licence.

G.

On 17 February 2020, the Licensee and M1 Limited (“M1”) (collectively
referred to as “the Consortium”) submitted its Proposal in response to the
Authority’s Call for Proposal Documents for the Provision of FifthGeneration (5G) Mobile Networks and Services in Singapore issued by the
Authority on 17 October 2019, as described in Volume 1 (Instructions to
Mobile Network Operators (“MNOs”)) as amended, supplemented or varied
by the Authority (“CFP Documents”). The Consortium’s Proposal for the
Provision of Fifth-Generation (“5G”) Mobile Networks and Services in
Singapore and subsequent Clarifications between the Authority and the
Consortium regarding its Proposal, as well as the Licensee’s individual
submissions to, and clarifications with, the Authority for both the 3.5 GHz
and mmWave Spectrum, are collectively referred to as the “5G CFP
Submissions”.

H.

As part of the 5G CFP Submissions, the Licensee and M1 established a joint
venture company, Antina Pte. Ltd. (“Antina”) to build and operate a shared
Radio Access Network (“RAN”), and provide wholesale telecommunication
services (including transmission services leased from StarHub Ltd and M1
connecting the RAN to the respective 5G core networks of the Licensee and
M1)1 to enable the Licensee and M1 to operate each of their own 5G Mobile
Networks and provide 5G Mobile services in accordance with their
respective Facilities-Based Operations Licences. To regulate the affairs of
Antina and the rights of M1 and the Licensee as shareholders of Antina, the

1

As set out in Schedule A of the Facilities-Based Operations Licence issued to Antina Pte. Ltd. dated 2
November 2020.

Modified on 2 November 2020

Licensee, M1, and Antina entered into a Subscription and Shareholders’
Agreement dated 19 October 2020.
I.

Separate from the shared RAN and the transmission services that Antina will
build, operate and provide, the Licensee shall build and / or operate its own
5G Core networks, transmission and other network elements, to enable the
Licensee to provide 5G Mobile services, in accordance with the terms and
conditions of this Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 April 2017 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 42 or terminated by the Licensee in accordance
with Condition 43 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority
thinks fit and subject to such terms and conditions as may be specified by
the Authority under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

Modified on 2 November 2020

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year based
on the Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when
due under the Licence, the Licensee shall pay to the Authority interest on
the amount from time to time outstanding in respect of the overdue sum for
the period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest
shall accrue from day to day and shall be calculated on the basis of the
actual number of days elapsed and a three hundred and sixty-five (365) day
year. The applicable rate of interest shall be the average of the prevailing
prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of
doubt, the Licensee shall continue to be subject to its obligations under the
Licence and shall not be released from such obligations by reason of any
late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement,
not later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be
under a continuing obligation to submit the same immediately
notwithstanding any penalties imposed by the Authority for breach of
Condition 2.6 or this Condition 2.7.

Modified on 2 November 2020

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedules C and D. For the avoidance
of doubt, the terms and conditions listed in Schedules A to D of this Licence
shall form part of this Licence and are terms and conditions that are binding
and enforceable on the Licensee. The Licensee shall not operate or provide
any system or service not described in Schedules A and B except with the
prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide the
Authority such technical and/or non-technical information as may be required
by the Authority within such period as may be specified by the Authority.

5

Performance Bond

5.1

The Licensee shall provide the Authority with a performance bond to secure
the obligations of the Licensee (“PB”). This PB shall be in the form of a
Banker’s Guarantee made in favour of the Authority and shall contain the
provisions set out in Schedule E and such other provisions which will be
specified by the Authority at a later date (the “Required PB Form”).

5.2

The Licensee shall provide the PB within twenty-eight (28) days from the
date the Authority issues the finalised Required PB Form. If the Licensee
fails to provide the PB within this time, the Authority shall be entitled to

Modified on 2 November 2020

suspend the Licensee’s right to operate or provide the 5G systems and
services described in Schedules A and B of this Licence (or any part thereof)
immediately by notice in writing.
5.3

The Licensee shall not be released from any of its obligations under the
Licence by any breach of forfeiture of the performance bond.

Modified on 2 November 2020

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Service Coverage

6.1

The Licensee shall provide coverage for the whole island of Singapore
(including MRT underground stations/lines and road tunnels), the offshore
islands and the territorial waters up to 15km from the coast line of the island
of Singapore, except where limitations in service coverage are due to
technical requirements imposed by the Authority (e.g., to limit interference
with neighbouring countries).

7

Public Emergency Call Services

7.1

The Licensee shall ensure that any person through functioning mobile
equipment may at any time and without charge, contact the relevant police
service (namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.

8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Modified on 2 November 2020

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require
the Licensee to obtain the Authority’s prior written approval on any
charges it intends to levy for the provision of the directory enquiry services
and the Licensee shall comply with such requirement imposed.

10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Modified on 2 November 2020

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for the Authority's prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 2 November 2020

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan
and the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the
Authority, justify the use of numbers and shall, subject to payment of the
required fees for Golden Numbers, be provided with the necessary numbers
to enable the effective and efficient operation of the Systems and provision of
the Services. The Licensee shall take all necessary steps to ensure that the
numbers assigned are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s)
given to the Licensee at any time, upon written notice, without being liable
for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such number(s).

Modified on 2 November 2020

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from
time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority
for connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements,
which the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that

Modified on 2 November 2020

effect to the person who has under his control such equipment or
system.
18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
the Authority whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by the Authority. In particular, the Licensee shall not,
except where the Authority is satisfied that it is reasonable, exercise any
Intellectual Property Rights which it owns or is licensed to use in a manner
which prevents or inhibits the connection of approved equipment or systems
to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a) the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line Identity
shall be passed on in the conveyance of a call accordingly;
(b) the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and
(c) the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which

Modified on 2 November 2020

does not support ITU-T Signalling System Number 7 signalling, then
the Licensee shall route such international incoming calls on specified
circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions
and notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval.
The Licensee shall share infrastructure whenever and wherever mandated by
the Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 2 November 2020

22

Use of and Access to Space and Facilities for Mobile Deployment

22.1

The Licensee shall comply with the Authority’s requirements for the use of
and access to space and facilities for mobile deployment, including but not
limited to the codes of practice, directions and notifications, which the
Authority may issue from time to time.

23

Requirement for Underground Telecommunication Systems

23.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 2 November 2020

PART V:

SERVICE OBLIGATIONS

24

Price Control/Tariffing Arrangements/Quality of Service Standards

24.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

24.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

24.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

25

Publication of Charges, Terms and Conditions and Other Information

25.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services and such other information as the
Authority may require the Licensee to publish in relation to the Services.

26

Confidentiality of Subscriber Information

26.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice
or guidelines issued by the Authority in relation to the use of subscriber
information.

26.2

Notwithstanding Condition 26.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and
duties.

Modified on 2 November 2020

PART VI:

OTHER OBLIGATIONS

27

Codes of Practice and Advisory Guidelines

27.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority
may issue from time to time.

28

Number Portability

28.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

28.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

29

Accounting Separation

29.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority,
and any additional or supplemental guidelines issued by the Authority from
time to time.

30

Restriction on Undue Preference and Undue Discrimination

30.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 2 November 2020

31

Restriction Against Anti-Competitive Arrangements

31.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

32

Restriction on Exclusive Arrangement for International Services

32.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by the Authority to provide those services.

32.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

32.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

33

Contracts with Third Parties to Operate or Provide Licensed Systems
or Services

33.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek the Authority’s
approval for the joint venture, association, contract or arrangement in
question.

Modified on 2 November 2020

33.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

33.3

If the Licensee fails to effect the necessary changes referred to in Condition
33.2, the Authority may direct the Licensee to terminate any such joint
venture, association, contract or arrangement.

33.4

Nothing in Condition 33.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to the Authority for any act, omission, default, neglect or otherwise of
the agents and independent contractors or sub-contractors in carrying out any
such works or providing any such services.

34

Board Directorship and Management Appointments

34.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide
the Authority with the details of any such change and any further
information requested by the Authority.

35

Direction by the Authority

35.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

35.2

The Authority may, by notice in writing to the Licensee amend, vary or
revoke wholly or in part any directions given by it pursuant to Condition
35.1.

Modified on 2 November 2020

35.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by the Authority. The Licensee shall not during
the currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

36

Dispute Resolution

36.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

36.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

37

Provision of Information to the Authority

37.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate
and complete.

37.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 37.2 to the Authority for
inspection and verification.

37.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 37.1, as
well as the fact that the Authority has requested for such document and/or
information.

Modified on 2 November 2020

37.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 37.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 37.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the Licensee
a reasonable opportunity to make representations on the proposed disclosure
before the Authority makes a final decision on whether to disclose the
information.

38

Participation in Emergency Activities

38.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

38.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 38.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

38.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

39

International Obligations

39.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 2 November 2020

39.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 39.1
applies for its compliance.

Modified on 2 November 2020

PART VII:

SUSPENSION, VARIATION AND TERMINATION

40

Penalty Framework for Breach of Licence Conditions

40.1

Where the Licensee breaches any licence condition, the Authority may
impose a financial penalty on the Licensee in accordance with Section 8 of
the Act.

41

Variation of Terms of Licence

41.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s’
notice in writing.

42

Suspension/Cancellation

42.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in
whole or in part, or impose a financial penalty in such amounts the Authority
thinks fit.

43

Termination of Licence or Cessation of Systems or Services

43.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in
advance.

43.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any
service disruption that may be caused to its customers.

43.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 43.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 2 November 2020

44

Rights upon Termination, Suspension or Cancellation

44.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

45

Exceptions and Limitations on Obligations

45.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is
prevented from complying with those obligations for the following reasons: (a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b) the act or omission of any national authority, local authority or
international organisation; or
(c) any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise
by it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.
Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
46

Compliance with the Law

46.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 2 November 2020

46.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

47

Governing Law

47.1

This Licence shall be governed by and construed according to the law of
Singapore.

48

Service of Notices

48.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

49

Severability

49.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Issued on 5 May 1998
Renewed on 1 April 2017

Aileen Chia
Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 2 November 2020

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference only
and are not part of this Licence and shall not in any way affect the interpretation
thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall include
any regulations made under the Act until such regulations are revoked or repealed
by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural and
legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules or
documents promulgated by the Authority shall be read as reference to such as
may be amended from time to time.

Modified on 2 November 2020

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY STARHUB MOBILE PTE LTD

[Licensee specific details have been removed]

Modified on 2 November 2020

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY STARHUB MOBILE PTE LTD

[Licensee specific details have been removed]

Amended on 2 November 2020

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
4G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONSADVANCED SYSTEMS AND SERVICES
1

Provision of 4G and/or International Mobile TelecommunicationsAdvanced (“IMT-Advanced”) Services

1.1

The Licensee shall deploy 4G and/or IMT-Advanced telecommunication
systems and provide 4G and/or IMT-Advanced telecommunication services
using all or part of the radio frequency spectrum as allocated to it by the
grant of spectrum rights for the provision of 4G and/or IMT-Advanced
telecommunication services, in accordance with the following:
(a)

Nationwide coverage1 (except for MRT underground stations/ lines
and road tunnels) by 30 June 2016; and

(b)

Coverage in all MRT underground stations/lines and road tunnels by
30 June 2018.

1.2

The Licensee shall use all or part of the radio frequency spectrum as
allocated to it by the grant of the 900 MHz Spectrum Right (2017) and 2.5
GHz Spectrum Right (2017) to augment its existing networks to provide
nationwide 4G and/or IMT-Advanced telecommunication services by 31
December 2018.

1.3

The Licensee shall provide, as a minimum, a publicly available mobile
voice telephony service which meets the requirements for levels “8” and
“9” telephone numbers. The publicly available mobile voice telephony
service shall include, but is not limited to, the provision of nationwide

1

The nationwide coverage must extend to the whole island of Singapore (excluding MRT underground
stations/lines and road tunnels), the offshore islands and the territorial waters up to 15 kilometres from the coast
line of the island of Singapore, except where limitations in service coverage are due to technical requirements
imposed by the Authority, such as that to limit interference with neighbouring countries.

Modified on 2 November 2020

coverage in accordance with the timelines stipulated in Condition 1.1
above, free access to emergency services and uninterrupted, seamless call
handover when moving from location to location at a speed of up to
100km/h. For the avoidance of doubt, the Licensee may use all or part of
the spectrum in its 1800 MHz Spectrum Right (2013) to satisfy the
aforesaid requirements. It is also not required to satisfy this requirement
through the use of 4G technologies only.
1.4

In its deployment and provision of the 4G and/or IMT-Advanced
telecommunication systems and services over all or part of the radio
frequency spectrum as allocated to it by the grant of spectrum rights, the
Licensee shall coordinate with other mobile telecommunications operators
and take such steps as may be necessary to manage any potential
interference that may be caused to any services provided over networks
authorised by the Authority, including but not limited to setting aside
appropriate guard band and carrier separation in respect of all systems
operating in adjacent bands.

2

Wholesale 4G and/or IMT-Advanced Telecommunication Services

2.1

The Licensee shall negotiate in good faith to provide wholesale 4G and/or
IMT-Advanced telecommunication services to a mobile virtual network
operator (“MVNO”), upon receiving a request for such provision from an
MVNO.

3

Licence Fee Computation

3.1

The Licensee shall include the revenue collected from the provision of 4G
and/or IMT-Advanced telecommunication systems and services, including
those provided over all or part of the radio frequency spectrum as allocated
to it by the grant of spectrum rights (including 3G Spectrum Right), in the
computation of the Licensee’s annual gross turnover, which will be subject
to licence fee computation under the Licence.

Modified on 2 November 2020

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
POSTPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Postpaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Postpaid PCMT Service” refers to a Public Cellular
Mobile Telephone Service provided by the Licensee in Singapore which
involves the collection of payments from subscribers according to their
usage of mobile services at the end of each billing cycle, which shall not be
more than a month.

2

Registration of Subscribers

2.1

The Licensee shall provide procedures for Postpaid PCMT Service
application or registration before any Postpaid PCMT Service activation, to
ensure that subscribers are properly signed up for the Postpaid PCMT
Service and that the right parties are being billed.

2.2

The Licensee shall maintain a register containing records of every
subscriber who purchases the Licensee’s Postpaid PCMT Service (the
“Register of Postpaid PCMT Service Subscribers”) which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Postpaid PCMT Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN of the subscriber and business registration number of the
company for corporate customer);

(c)

Billing Address;

Modified on 2 November 2020

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i) Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network Numbers (“MSISDN”) assigned to the
subscriber);
(ii) Assigned Client IP address and User ID/User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Subscribers.

2.4

Before recording the particulars referred to in Condition 2.2 of this
Schedule, the Licensee shall require the production of the subscriber’s
identity card issued under the National Registration Act (Cap. 201), the
Singapore Armed Forces Act (Cap. 295), the Police Force Act (Cap. 235)
or the Civil Defence Act (Cap. 42), passport or Employment Pass as
applicable and make and keep a photocopy of such evidence of identity.

2.5

The Register of Postpaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Postpaid PCMT Service to the
subscriber.

Modified on 2 November 2020

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of every retailer
of its Postpaid PCMT Service (the “Register of Postpaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Postpaid PCMT Service
Retailers shall contain the following particulars of the retailer:
(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid PCMT Service number accounts allocated by the Licensee to
the retailer by sale.

3.2

The Licensee shall ensure that retailers in Singapore selling its Postpaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.2 and 2.3 of this Schedule before sales and forward such
information to the Licensee upon verification of documents as set out in
Condition 2.4 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s Postpaid PCMT Service, the
Licensee shall ensure that such retailer forwards the subscribers’
information set out in Conditions 2.2 and 2.3 of this Schedule to the
Licensee within seven (7) working days from the date of purchase of the
Postpaid PCMT Service.

3.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid PCMT Service Retailers.

3.4

The Register of Postpaid PCMT Service Retailers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar

Modified on 2 November 2020

months from the date on which the retailer ceases to sell the Postpaid
PCMT Service of the Licensee.
4

Access to the Registration Information

4.1

The Licensee shall ensure that all electronic systems (including systems
used by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Postpaid PCMT Service Subscribers and
Register of Postpaid PCMT Service Retailers under Conditions 2 and 3 of
this Schedule, are in compliance with the ISO/IEC 27002:2013 Code of
Practice for Information Security Controls including all amendments and
revisions thereto from time to time in force.

4.2

The Licensee shall maintain records of all access by any persons to the
Register of Postpaid PCMT Service Subscribers and Register of Postpaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

4.3

The Records of Access referred to in Condition 4.2 of this Schedule shall
be submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

4.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Postpaid PCMT
Service Subscribers and Register of Postpaid PCMT Service Retailers.

5

Public Emergency Call Services

5.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to public emergency
services via its Postpaid PCMT Service.

Modified on 2 November 2020

6

Data Retention Requirements

6.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Postpaid PCMT Service which are operated
and/or provided in Singapore.

6.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
SPECIFIC TERMS AND CONDITIONS FOR
PREPAID PUBLIC CELLULAR MOBILE TELECOMMUNICATION
SERVICE

1

Definition of Prepaid Public Cellular Mobile Telephone Service

1.1

In this Schedule, “Prepaid PCMT Service” refers to a Public Cellular
Mobile Telephone Service provided by the Licensee in Singapore which
involves the collection of advance payments from subscribers prior to,
upon or after the supply of a Subscriber Information Module (“SIM”) card
or other access device/code.

2

Minimum Age of Subscribers

2.1

The Licensee shall not provide the Prepaid PCMT Service to any person
below 15 years of age.

3

Registration of Subscribers

3.1

The Licensee shall register subscribers of its Prepaid PCMT Service via the
prescribed electronic registration system in accordance with Condition 3.2
of this Schedule.

3.2

The Licensee shall record the following particulars of its Prepaid PCMT
Service subscribers when registering them and shall maintain such records
(the “Register of Prepaid PCMT Service Subscribers”) in accordance with
Condition 3.5 of this Schedule:
(a)

where the subscriber purchased the Prepaid PCMT Service in
Singapore:
(i)

Name;

Modified on 2 November 2020

(ii) Address;
(iii) Identity Number (as applicable, NRIC number, 11B number,
passport number, FIN, work permit number, or relevant pass
number1 of the subscriber and business registration number of
the company for corporate customer);
(iv) Contact Information (landline number, mobile number, or email
address);
(v)

Service Period (start and end date for each type of service);

(vi) Service Types:
(a)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated
Services Digital Network Numbers (“MSISDN”) assigned
to the subscriber);

(b)

Assigned Client IP address and User ID/User Name (where
applicable);

(vii) Equipment ID (where applicable).
(b)

where the subscriber did not purchase the Prepaid PCMT Service in
Singapore, the applicable identification details obtained through
appropriate documents that are recognised by the authorised
establishments in the country of purchase shall be used instead.

The Register of Prepaid PCMT Service Subscribers shall be made available
for inspection by authorised Singapore government agencies. In the event
that the prescribed electronic registration system is unavailable due to
technical failure, the Licensee shall record the particulars stipulated in subparagraphs (a) to (b) in the prescribed forms and transfer them into the

1

The relevant pass number refers to the nine additional documents spelt out in Condition 3.4(a).

Modified on 2 November 2020

prescribed electronic registration system within three (3) working days
from the date in which the system becomes available again.
3.3

The Authority reserves the right to require the Licensee to record any other
details of its subscribers as necessary in the Register of Prepaid PCMT
Service Subscribers.

3.4

Before recording the particulars referred to in Condition 3.2 of this
Schedule, the Licensee shall:
(a)

where the subscriber purchases the Prepaid PCMT Service(s) in
Singapore, require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore
Armed Forces Act (Cap. 295), the Police Force Act (Cap. 235), the
Civil Defence Act (Cap. 42), passport, or the following
documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the Prepaid PCMT Service(s) outside
of Singapore, the Licensee shall use its best efforts to verify the
identity of the subscriber through appropriate documents that are
recognised by the authorised establishments in the country of
purchase.

Modified on 2 November 2020

3.5

The Register of Prepaid PCMT Service Subscribers shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date of termination of the Prepaid PCMT Service to the
subscriber.

3.6

The Licensee shall not sell more than the prescribed limit of its Prepaid
PCMT Service to a subscriber.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of every retailer
of its Prepaid PCMT Service (the “Register of Prepaid PCMT Service
Retailers”), which shall be made available for inspection by authorised
Singapore government agencies. The Register of Prepaid PCMT Service
Retailers shall contain the following particulars of the retailer:

4.2

(a)

Name, business address, and, as applicable, NRIC number or passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid PCMT Service number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that retailers in Singapore selling its Prepaid
PCMT Service obtain the information and observe the requirements set out
in Conditions 2.1, 3.2, 3.3 and 3.6 of this Schedule before sales and submit
such information through the prescribed electronic registration system upon
verification of documents as set out in Condition 3.4 of this Schedule.
Where the Licensee’s retailer conducts in-flight or overseas sales of the
Licensee’s Prepaid PCMT Service, the Licensee shall ensure that such

Modified on 2 November 2020

retailer forwards the subscribers’ information set out in Conditions 3.2 and
3.3 of this Schedule to the Licensee within seven (7) working days from the
date of purchase of the Prepaid PCMT Service and the Licensee shall
submit the same upon receipt through the prescribed electronic registration
system.
4.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid PCMT Service Retailers.

4.4

The Register of Prepaid PCMT Service Retailer shall be kept by the
Licensee in Singapore for a period of not less than twelve (12) calendar
months from the date on which the retailer ceases to sell the Prepaid PCMT
Service of the Licensee.

5

Access to the Registration Information

5.1

The Licensee shall ensure that all electronic systems (including systems
used by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid PCMT Service Subscribers and
Register of Prepaid PCMT Service Retailers under Conditions 3 and 4 of
this Schedule, are in compliance with the ISO/IEC 27002:2013 Code of
Practice for Information Security Controls including all amendments and
revisions thereto from time to time in force.

5.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid PCMT Service Subscribers and Register of Prepaid
PCMT Service Retailers where applicable (“Records of Access”). The
Records of Access shall include the name, user ID and employer company
of any person accessing the registers, the date and time of each incidence of
access by such person, and any other information which the Authority may
require the Licensee to include from time to time.

5.3

The Records of Access referred to in Condition 5.2 of this Schedule shall
be submitted to authorised Singapore government agencies for audit checks
where required by authorised Singapore government agencies.

Modified on 2 November 2020

5.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the Register of Prepaid PCMT
Service Subscribers and Register of Prepaid PCMT Service Retailers.

6

Public Emergency Call Services

6.1

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition - “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to public emergency
services via its Prepaid PCMT Service.

7

Termination of Service

7.1

In the event that the Licensee fails to comply with Conditions 2.1, 3.1 or
3.6 of this Schedule, the Licensee shall as soon as practicable, terminate the
Prepaid PCMT Service to that subscriber, where applicable, within fourteen
(14) days of the sale of the Prepaid PCMT Service to the subscriber, and/or
after giving reasonable notice to the subscriber via Short Message Service
(“SMS”) or other suitable means. The foregoing shall be without prejudice
to the Authority’s right to take enforcement action against the Licensee for
failing to comply with the said conditions.

8

Data Retention Requirements

8.1

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Prepaid PCMT Service which are operated
and/or provided in Singapore.

8.2

All data records including CDRs, shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

8.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and
effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the international call services and that the right
parties are being billed. For the avoidance of doubt, this Condition 3.1 does
not apply to prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Modified on 2 November 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call services.

Modified on 2 November 2020

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated
with (a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Modified on 2 November 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to
be implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 2 November 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 2 November 2020

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated
with (a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Modified on 2 November 2020

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication
Services’ means fixed line basic telephony services associated with number
level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Modified on 2 November 2020

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
its Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by the Authority, whose decision shall be final.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or
programme; and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the live
Audiotex services and shall subscribe for additional lines from licensed
Facilities-Based Operators to adequately handle calls for the live Audiotex
services and to prevent congestion to other users of the public
telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 2 November 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the
Authority against all claims for libel, slander, infringement of Intellectual
Property rights or any other liability whatsoever arising from or in
connection with the information transmitted or received through the ValueAdded Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call
duration to callers at regular intervals of a maximum of 15 minutes or less.
The Licensee may either charge an information fee on per minute basis or a
fixed fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live
operator after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the
live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:

Modified on 2 November 2020

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 2 November 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established
by the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed
by the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by
the Authority for the publication of information pertaining to broadband
Internet access services offered by the Licensee, including but not limited
to the access speeds, throughput, round-trip latency, webpage loading time
and any other information that the Authority may require the Licensee to
publish.

Modified on 2 November 2020

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this
Schedule, the Licensee shall:

Modified on 2 November 2020

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Modified on 2 November 2020

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be
made available for inspection by authorised Singapore government
agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated
with (a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 2 November 2020

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i) Service ID;
(ii) Assigned Client IP address and User ID/User Name (where
applicable); and

(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 2 November 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary

Modified on 2 November 2020

SCHEDULE C

SPECIFIC TERMS AND CONDITIONS FOR
WHITE SPACE GEO-LOCATION DATABASE SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to establish, install, maintain and operate
a white space (“WS”) geo-location database system for the provision of
WS geo-location database services.

1.2

The Licensee shall ensure that the System is capable of the following
functions:
(a)

upon request by WS devices (“WSDs”), determine and provide to
WSDs, the available channels and maximum transmission power
level at the WSDs’ locations; and

(b)

provide a registration platform and repository for information relating
to WSDs and the contact details of WSD users in accordance with
Condition 8.

1.3

The Licensee shall ensure that the Services are hosted by servers that are
physically located in Singapore.

2

Co-Channel and Cross-border Coexistence

2.1

To facilitate co-channel coexistence of WSDs with other radiocommunication services, as well as cross-border coexistence of WSDs at or
near the borders of Singapore, the Licensee shall comply with the
following in the provision of the Services:
(a)

determine the separation distance between the WSD and the receiver
station of each protected service as obtained from the Authority in
accordance with Condition 5.1 (“Protected Service”), as well as
between the WSD and the set of coordinates as notified by the
Authority to the Licensee (the “Coordinates”);

Modified on 2 November 2020

(b)

calculate the path loss using the propagation model as notified by the
Authority to the Licensee between the WSD and the receiver station
of each Protected Service, as well as between the WSD and the
Coordinates;

(c)

use the path loss information calculated in Condition 2.1(b) and the
noise floor level, which shall for the purposes herein be fixed at -115
dBm or such other value as notified by the Authority to the Licensee,
as the basis to compute the maximum permissible transmission power
level for the WSD for each available WS channel using the formula as
notified by the Authority to the Licensee; and

(d)

return the spectrum availability information and the maximum
transmission power for the respective channels to the WSD that is
requesting this information.

3

Management of High Priority Channels

3.1

Where the Licensee has obtained the Authority’s prior written approval for
the Licensee to manage access to the high priority channels as notified by
the Authority to the Licensee (“HPCs”), the Licensee shall comply with the
following:
(a)

not allocate any HPC to any WSD unless there is no common WS
channel1 available to a WSD at the WSD’s location at that point in
time;

(b)

allocate all HPCs using a fair process and in accordance with the
allocation method which has been notified by the Licensee to the
Authority;

(c)

notify the Authority in writing prior to changing the allocation
method of any HPC; and

1

Common WS channels refer to the authorised radio frequency bands as set out for WSDs in the
Telecommunications (Exemption from Sections 33, 34(1)(b) and 35) Notification but excluding the channels
designated as HPCs as notified by the Authority to the Licensee.

Modified on 2 November 2020

(d)

take reasonable precautions to prevent interference between the
Licensee’s WSD users and other licensees’ WSD users. Without
prejudice to the generality of the foregoing, the Licensee shall
cooperate and coordinate with other licensees who are also managing
access to the HPCs, to prevent any such interference.

3.2

Where the Licensee is managing access to the HPCs, the Licensee shall
obtain the Authority’s prior written approval before ceasing to manage
such access.

3.3

The Authority reserves the right to require the Licensee to change its
allocation method for any HPC as necessary.

3.4

Where the Licensee has not obtained the Authority’s prior written approval
for the Licensee to manage access to the HPCs, the Licensee shall not
provide any WSD with any access to any HPC.

4

Accuracy of Information

4.1

The Licensee shall ensure that the information on available channels and
maximum transmission power that the Licensee provides to any WSD is
accurate.

4.2

Where there is any inaccuracy in respect of the information described in
Condition 4.1, the Licensee shall act promptly to resolve the inaccuracy.

5

Obtaining Current Information relating to Protected Services

5.1

The Licensee shall obtain from the Authority, once every six (6) hours,
current information in relation to the Protected Services.

5.2

The Authority reserves the right to require the Licensee to obtain current
information in relation to the Protected Services on a more frequent basis or
at such specific timings as notified by the Authority.

Modified on 2 November 2020

6

Pricing, Terms and Conditions

6.1

The Licensee shall inform the Authority of its pricing, terms and conditions
for the provision of the Services prior to any commercial launch or public
announcement for the provision of the Services.

6.2

The Authority reserves the right to regulate any of the pricing, terms and
conditions as the Authority deems fit.

7

Security Requirements

7.1

The Licensee shall establish communications authentication procedures,
and notify the Authority in writing of the communications authentication
procedures adopted by the Licensee, for the purpose of ensuring that data
received by any WSD in connection with the provision of the Services by
the Licensee is from an authorised source.

7.2

The Licensee shall take all reasonable precautions to ensure that all
communications between the System and the WSDs cannot be accessed,
altered or otherwise affected by any unauthorised person.

7.3

The Authority reserves the right to require the Licensee to comply with any
other security requirement as necessary.

8

Registration and Repository of WSD Information

8.1

The Licensee shall provide and maintain a registry for users of Fixed
WSDs2 to register and store the following information:
(a)

unique Device Identifier (“Unique ID”);

(b)

device geographic coordinates such as the latitude and longitude;

(c)

height of the WSD antenna;

“Fixed WSD” refers to a device which is operating in a fixed geographic location and with a maximum
transmission power of 4 W EIRP.
2

Modified on 2 November 2020

(d)

name of individual or business that is responsible for the device;

(e)

name of a contact person responsible for the device’s operation;

(f)

address of the contact person;

(g)

email address of the contact person; and

(h)

phone number of the contact person.

8.2

The Licensee shall provide and maintain a registry for users of Mode I
WSDs3 to register and store the Unique ID of the Mode I WSD, and the
Unique ID of the relevant Fixed WSD or Mode II WSD4 through which the
Mode I WSD is accessing the Services provided by the Licensee.

8.3

The Licensee shall provide and maintain a registry for users of Mode II
WSDs to register and store the Unique ID of the Mode II WSD.

8.4

The Licensee shall store and maintain the information in the registries
described in Conditions 8.1, 8.2 and 8.3 for a period of not less than twelve
(12) calendar months from the date of termination of the Services to the
customer, and the registries shall be made available for inspection by the
Authority.

8.5

The Authority reserves the right to require the Licensee to record any other
details as necessary in its registries.

9

Discontinuation of Operations

9.1

The Licensee shall not transfer the control or ownership of the System or
any of its records to any other person unless prior written approval has been
obtained from the Authority.

“Mode I WSD” refers to a device which is operating on a portable basis, in conjunction with a Fixed or Mode
II WSD, and with a maximum transmission power of 100 mW EIRP.
4
“Mode II WSD” refers to a device which is operating on a portable basis and with a maximum transmission
power of 100 mW EIRP.
3

Modified on 2 November 2020

9.2

The Licensee shall ensure that it has an adequate business continuity plan
(“BCP”) in place, and submit a copy of such BCP to the Authority. Where
the Licensee makes any change to its BCP, the Licensee shall also
promptly provide the Authority with an updated copy.

9.3

The Authority reserves the right to require the Licensee to include
additional steps, measures or precautions as part of the Licensee’s BCP as
necessary.

9.4

In any event where the business continuity of the Licensee is or may be
affected, the Licensee shall follow its BCP to the fullest extent possible and
as appropriate under the circumstances in order to ensure the continuity of
the provision of its Services.

10

Access to WSD Information

10.1

The Licensee shall provide the Authority with the relevant rights to obtain
current WSD information that is stored within its System for the purpose of
investigating any alleged or actual interference with the operation of any
authorised station or network.

10.2

The Licensee shall, where required by the Authority, restrict the availability
of WS channels for WSDs that do not conform to the Authority’s Technical
Specifications, or that interfere with the operation of any authorised station
or network.

Modified on 2 November 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the
provision of M2M Services by the Licensee are configured to be used only
for the automated communication between machines and devices
(including voice communication within the scope of a pre-defined service
feature and within a closed user group), and not for other purposes (such as
voice communication with an external person) unless the prior written
approval of the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the
Licensee shall notify the Authority in writing, the particulars of all local
mobile telecommunication operator(s) that the Licensee will be working
with in relation to the provision of M2M Services (for example, in
connection with roaming) and the Licensee shall also promptly notify the
Authority of any subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

Modified on 2 November 2020

2.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Modified on 2 November 2020

SCHEDULE D

SPECIFIC TERMS AND CONDITIONS FOR
5G AND/OR INTERNATIONAL MOBILE TELECOMMUNICATIONS-2020
SYSTEMS AND SERVICES

[Licensee specific details have been removed]

Issued on 2 November 2020

SCHEDULE E

REQUIRED PERFORMANCE BOND FORM

[Licensee specific details have been removed]

Issued on 2 November 2020

"
64,8a5c0f957d22947f9a4b4c00109274f21ace46d7,Starlink Internet Services Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/5-starlink-fbo-licence-redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STARLINK INTERNET SERVICES PTE LTD UNDER SECTION 5 OF
THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 6 SEPTEMBER 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 6 September 2023

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence

Issued on 6 September 2023

41.
42.
43.
44.
45.
46.
47.
48.

Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

SCHEDULE B

-

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

PERFORMANCE BOND

Issued on 6 September 2023

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY STARLINK INTERNET
SERVICES PTE LTD
DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY
STARLINK INTERNET
SERVICES PTE LTD

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY TO
STARLINK INTERNET SERVICES PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

Info-communications Media Development Authority (hereinafter referred to
as the “Authority”), in exercise of the powers conferred on it under Section 5
of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
hereby grants to Starlink Internet Services Pte Ltd (hereinafter referred to as
“the Licensee”) a licence (hereinafter referred to as “the Licence”) to establish,
install and maintain the telecommunication systems and to operate and provide
the telecommunication services as specified in the Licence. For the avoidance
of doubt, all terms and conditions herein and in the Schedules annexed hereto,
shall be collectively referred to and taken by all parties concerned as the
Licence.

Issued on 6 September 2023

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 41 or terminated by the Licensee in accordance with Condition 42
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and
subject to such terms and conditions as may be specified by the Authority under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services during
the Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;
(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $50 million
up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is
terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall be
payable by the Licensee within two (2) weeks of the grant of the Licence and shall
be adjusted at the end of the Licensee’s financial year based on the Licensee’s
audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited
AGTO, shall be paid in advance on the first day of the Licensee’s financial year,
subject to the minimum fee of $80,000 and subject to adjustment when more recent
audited AGTO are available.

Issued on 6 September 2023

2.5

In the event of a default by the Licensee in the payment of any fee when due under
the Licence, the Licensee shall pay to the Authority interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning on
(and including) its due date and ending on (and excluding) the date of its receipt in
full by the Authority, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the average of
the prevailing prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and shall
not be released from such obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later
than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties
imposed by the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A
(herein referred to as the “Systems”), for the provision of the services as described
in Schedule B (herein referred to as the “Services”), subject to the specific terms
and conditions set out in Schedule C. The Licensee shall not operate or provide any
system or service not described in Schedules A and B except with the prior
approval of the Authority.

Issued on 6 September 2023

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority such
technical and/or non-technical information as may be required by the Authority
within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services, quality
of service standards, pricing and service provisioning schemes, and any other
commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the obligations
of the Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of the Authority. The Authority will specify in detail the terms and
conditions of the performance bond for the Licensee based on the Licensee’s
application commitments and any additional terms and conditions deemed
necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence by
any breach or forfeiture of the performance bond.

Issued on 6 September 2023

PART II: BASIC OBLIGATIONS OF LICENSEE
7

Public Emergency Call Services

7.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.

8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is possible
for any person to contact at any time and without charge, distress, urgency and
safety services for shipping for the purpose of notifying them of an emergency and
shall, subject to fair and proper payment by the relevant Government ministry,
department, statutory board or official agency, provide the necessary facilities for
distress, urgency and safety services in accordance with the Radio Regulations of
the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to support
national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated
customer database. The Authority reserves the right to require the Licensee to
obtain the Authority’s prior written approval on any charges it intends to levy for

Issued on 6 September 2023

the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In
the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees freeof-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 6 September 2023

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section
11 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part of
the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for any
other telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 11 of the Act, whether such
other equipment is in addition to or intended to replace the existing equipment or
part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the Telecommunications
(Radio-communication) Regulations for the operation of any radio-communication
stations comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees for the
allocation and management of frequencies by the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing for
the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the
antenna of any radio-communication station comprised in the Systems.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

Issued on 6 September 2023

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is
safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also take
appropriate measures to ensure that its Systems are adequately protected from
interference that may be caused by networks operating in the same band or in other
bands.

15.3

Where the satellite radio frequency(s) is assigned to the Licensee, it is for shared
use and must be shared with other geostationary and non-geostationary orbit
satellite system(s) that IMDA may from time to time authorise to operate in
Singapore in accordance with the Act and International Telecommunication Union
Radio Regulations. The Licensee shall coordinate with all other licensee(s) who
are granted such licences to use the satellite radio frequency(s) in any part of
Singapore (which includes the whole island of Singapore (including offshore
islands), airspace and territorial waters) such that each satellite system (including
but not limited to the satellites, earth stations and user terminals) can co-exist and
operate within Singapore (as aforementioned and described) without causing
harmful radio frequency interference to each other.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of
numbers and shall, subject to payment of the required fees for Golden Numbers, be
provided with the necessary numbers to enable the effective and efficient operation
of the Systems and provision of the Services. The Licensee shall take all necessary
steps to ensure that the numbers assigned are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and the
Licensee shall have no proprietary right to any of the number(s) assigned. The
Licensee shall take all necessary steps to ensure that the number(s) assigned is
efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of
such number(s).

Issued on 6 September 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide telecommunication
services in Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time to
time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the
Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse to
connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by
the Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority,
in respect of which the Authority has issued a notice to that effect to the
person who has under his control such equipment or system.

Issued on 6 September 2023

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the Licensee
and the owner or operator of the equipment or system except in so far as the
conditions are prescribed in the Act or in this Licence. In the event that the parties
cannot reach an agreement, the matter shall be determined by the Authority whose
decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other than
those set by the Authority. In particular, the Licensee shall not, except where the
Authority is satisfied that it is reasonable, exercise any Intellectual Property Rights
which it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the
ITU-T Signalling System Number 7 ISDN User Part signalling should be set
to the value “1” to identify an international incoming call for systems interworking. Where the Licensee operates a system which does not support ITUT Signalling System Number 7 signalling, then the Licensee shall route such
international incoming calls on specified circuits.

Issued on 6 September 2023

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance
of the Systems which would require changes to any equipment or systems
connected to the Systems or which would have the effect of making such
connections inoperable. The period of notice given shall be appropriate to the likely
impact on the parties affected and on connected equipment or systems and shall be
decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication services
in Singapore to make major changes in its own systems in order to connect its
systems to the Systems, and notifies the Licensee thereof, the Licensee shall obtain
the prior approval of the Authority before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities sharing
and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest or
otherwise, the Authority shall inform the licensees accordingly so that licensees
can make the necessary arrangements before submitting their infrastructure sharing
plans to the Authority for approval. The Licensee shall share infrastructure
whenever and wherever mandated by the Authority in accordance with the
framework for facilities sharing and deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including
the provision of information on such systems in the format specified by the
authorities.

Issued on 6 September 2023

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and Quality
of Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these data
and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of Services
and price schemes with the Authority before commercial launch or announcement
of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial and
technical services and such other information as the Authority may require the
Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information, especially
for ex-directory numbers, and comply with any codes of practice or guidelines
issued by the Authority in relation to the use of subscriber information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 6 September 2023

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority as
well as any additional or supplemental guidelines, which the Authority may issue
from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of service
subject to the Authority’s number portability requirements and charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the
Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set out
in the Accounting Separation Guidelines established by the Authority, and any
additional or supplemental guidelines issued by the Authority from time to time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and conditions
under which the Services are provided. In particular, the Licensee shall not give
any undue preference to, or receive an unfair advantage from, a business carried on
by it or an associated or affiliated company, service or person, if the Authority is
of the opinion that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or substantially
restricted.

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation

Issued on 6 September 2023

to the operation of the Systems or provision of the Services by the Licensee or any
other telecommunication system and/or services licensed by the Authority.
31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person licensed
by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country as
authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to
permit a person who is not originally a party to this Licence to share in the benefits
of, or otherwise gain any rights or privileges under this Licence, or which would
otherwise result in a breach or circumvention of Condition 3.1, the Licensee shall
seek the Authority’s approval for the joint venture, association, contract or
arrangement in question.

32.2

The Authority may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract or
arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition 32.2,
the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

Issued on 6 September 2023

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to obtain
the approval of the Authority for the appointment of agents or for the employment
of independent contractors or sub-contractors to carry out any works or provide any
services which enable the Licensee to discharge its duties and obligations under
this Licence provided that the Licensee shall be liable to the Authority for any act,
omission, default, neglect or otherwise of the agents and independent contractors
or sub-contractors in carrying out any such works or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1) month
in advance of any change in the appointment of its Chairman, Board of Directors
or Chief Executive Officer and shall for this purpose provide the Authority with
the details of any such change and any further information requested by the
Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence disclose
or permit the disclosure of any of the said directions to any person not authorised
to receive the same without the prior written consent of the Chief Executive
Officer of the Authority. The Licensee shall further take all reasonable precautions
in dealing with the said directions so as to prevent any unauthorised person from
having access to the same.

35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees on
matters relating to the requirements of this Licence or the Act, the matter shall be

Issued on 6 September 2023

determined by the Authority whose decision shall be binding on all parties
concerned.
35.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice or
direction require. The Licensee undertakes to the Authority that any such document
and information provided to the Authority shall be true, accurate and complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the
Licence, the Authority may from time to time require the Licensee to arrange at its
own expense, for a separate and independent audit of its activities. The Licensee
shall, at the Authority’s request, submit the audited accounts and reports prepared
under this Condition 36.2 to the Authority for inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as well as
the fact that the Authority has requested for such document and/or information.

36.4

The Authority may use and disclose any such document or information provided
to the Authority pursuant to Condition 36.1 as the Authority deems fit. Where the
Authority proposes to disclose any document or information obtained pursuant to
Condition 36.1 and the Authority considers that the disclosure would result in
the release of information concerning the business, commercial or financial
affairs of the Licensee or which disclosure would or could reasonably be
expected to adversely affect the Licensee’s lawful business, commercial or
financial affairs, the Authority will give the Licensee a reasonable opportunity
to make representations on the proposed disclosure before the Authority makes
a final decision on whether to disclose the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

Issued on 6 September 2023

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact that
the Authority has requested the Licensee to participate in such emergency
activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and nontechnical information as may be required by the Authority, at least one (1) month
before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 6 September 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act. The
Authority may also forfeit any monies payable under the performance bond as
stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the
terms of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice
in writing given to the Licensee, suspend or cancel the Licence in whole or in part,
or impose a financial penalty in such amounts the Authority thinks fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its operation
of the Systems or the provision of any of the Services, the Licensee shall seek the
Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the migration
of its customers to suitable alternatives so as to minimise any service disruption
that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under Condition
42.1 and the Licensee has satisfactorily met the Authority’s requirements, if any,
to which the Authority’s approval is made subject to.

Issued on 6 September 2023

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to seek
a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in this
Licence if and to the extent that the Authority is satisfied that it is prevented from
complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by it
of reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and
shall resume the performance of its obligations as soon as the factor(s) which
prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication) Regulations,
the International Telecommunication Convention and any other treaty or
convention to which Singapore is a party.

Issued on 6 September 2023

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have been
given if sent by hand or pre-paid post or by facsimile to the Licensee’s registered
address as lodged with the Accounting and Corporate Regulatory Authority or by
electronic mail to the Licensee’s electronic mail address as stated in its licence
application to the Authority, or such other electronic mail address as notified to the
Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable or
illegal for any reason, the remainder of the Licence shall remain in full force in
every respect.

Issued on 6 September 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 6 September 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 6 September 2023

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY STARLINK INTERNET SERVICES PTE LTD

[Licensee specific details have been removed]

Issued on 6 September 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY STARLINK INTERNET SERVICES PTE LTD

[Licensee specific details have been removed]

Issued on 6 September 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SATELLITE MOBILE TELEPHONE OR DATA SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide mobile satellite services such as
voice telephony, paging, data, messaging or broadband multimedia services
on a regional basis, using Low Earth Orbit (“LEO”), Medium Earth Orbit
(“MEO”) or Geostationary Orbit (“GEO”) satellite technologies.

1.2

For avoidance of doubt, the Licence is only for providing mobile satellite
services and not for setting up the operation of a mobile satellite system.

2

Registration of Subscribers

2.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed up
for the Services and that the right parties are being billed.

2.2

The Licensee shall maintain a register containing records of every subscriber
based in Singapore which shall be made available for inspection by authorised
Singapore government agencies. The register shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

Issued on 6 September 2023

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Mobile/fixed satellite communicator serial number of the subscriber;
and

(h)

Equipment ID (where applicable).

2.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.4

Before recording the particulars referred to in Condition 2.2 of this Annex 16,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act 1965, the Singapore Armed Forces
Act 1972, the Police Force Act 2004, the Civil Defence Act 1986, passport or
Employment Pass as applicable and make and keep a photocopy of such
evidence of identity.

2.5

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date of termination of the Services
to the subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

Issued on 6 September 2023

(c)

Contact telephone number(s) of the retailer; and

(d)

Mobile/fixed satellite communicator serial numbers allocated by the
Licensee to the retailer for sale.

3.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 2.2, 2.3 and 2.4 of this Annex 16 upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) calendar months from the date on which the retailer ceases to
sell the Services of the Licensee.

4

Data Retention Requirements

4.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

4.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided in
Singapore.

4.3

All data records, including CDRs, shall be kept by the Licensee for a period of
not less than twelve (12) calendar months.

4.4

All data records, including CDRs, shall be made available for inspection by
authorised Singapore government agencies in a timely manner.

4.5

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 6 September 2023

5

Additional Condition on the Use of Radio Frequencies

5.1

Where applicable, the Licensee shall apply for and obtain the rights to use the
radio frequencies and shall comply with the terms and conditions imposed by
the Authority in connection with such use of radio frequencies, including the
payment of all applicable fees, such as the annual frequency fees, for the
allocation and management of frequencies by the Authority.

Issued on 6 September 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Issued on 6 September 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(c)

Name;

(d)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(e)

Billing Address;

(f)

Service Address;

(g)

Contact Information (landline number, mobile number, or email
address);

(h)

Service Period (start and end date for each type of service);

(i)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(j)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

Issued on 6 September 2023

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 6 September 2023

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
Issued on 6 September 2023

(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

Issued on 6 September 2023

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 6 September 2023

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

Issued on 6 September 2023

7.6

7.7

7.8

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 6 September 2023

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 6 September 2023

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 6 September 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 6 September 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 6 September 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 6 September 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Issued on 6 September 2023

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 6 September 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 6 September 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 6 September 2023

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 6 September 2023

"
65,0193175cc08fa204dc62d8eb19ec030d7b7c5da8,Strides Engineering Pte Ltd f.k.a. SMRT Services Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/strides.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STRIDES ENGINEERING PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 27 MARCH 2001
RENEWED ON 27 MARCH 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Amended on 16 February 2022

20.
21.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Amended on 16 February 2022

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY STRIDES
ENGINEERING PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY STRIDES
ENGINEERING PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Amended on 16 February 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO STRIDES ENGINEERING PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
(A)

On 27 March 2001, the Info-communications Development Authority of Singapore
(hereinafter referred to as “IDA”), in exercise of the powers conferred on it under
Section 5 of the Telecommunications Act 1999 (hereinafter referred to as “the
Act”) granted to SMRT International Pte Ltd (hereinafter referred to as the
“Original Licensee”) a licence to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems”); and to operate and provide the telecommunication services specified in
Schedule B (hereinafter referred to as “the Services”) subject to the terms and
conditions set out in the licence (the “Original Licence”).

(B)

On 22 March 2004, the Original Licensee and SMRT Engineering Pte Ltd (now
known as SMRT Services Pte Ltd and hereinafter referred to as the “First
Licensee”) submitted a joint application to IDA on the transfer of the Original
Licence to the First Licensee.

(C)

On 30 April 2004, the Original Licensee executed an agreement with the First
Licensee under which the Original Licensee transferred, inter alia, the assets which
it owned relating to the Systems and Services covered under the Original Licence
to the First Licensee with effect from 30 April 2004.

(D)

On 28 May 2004, the IDA, in the exercise of its rights under condition 3 of the
Original Licence, approved the transfer of the Original Licence from the Original
Licensee to the First Licensee with effect from 30 April 2004.

(E)

On 15 October 2015, the First Licensee submitted its confirmation to renew the
Original Licence which is due to expire on 26 March 2016.

(F)

IDA hereby approves the renewal of the Original Licence, subject to the terms and
conditions set out herein, and the specific terms and conditions of specific services

Amended on 16 February 2022

set out in Schedule C, which shall be referred to and taken by all parties concerned
as the “Licence”.
(G)

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act 2016
(the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity of the
Licence and deems the Licence as having been granted by the Authority under
Section 5 of the Act.

(H)

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all
terms and conditions herein and in the Schedules annexed hereto, shall be
collectively referred to and taken by all parties concerned as the Licence.

(I)

On 16 February 2022, the IMDA, approved the transfer of the Licence from the
First Licensee to Strides Engineering Pte Ltd (the “Licensee”) with effect from 16
February 2022, subject to the terms and conditions set out herein. For the avoidance
of doubt, the terms and conditions of the Licence as set out herein shall supersede
all previous terms and conditions and shall be referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 41 or terminated by the Licensee in accordance with Condition 42
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and
subject to such terms and conditions as may be specified by the Authority under
Section 5 of the Act.

Amended on 16 February 2022

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of

Amended on 16 February 2022

Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Amended on 16 February 2022

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 16 February 2022

PART II:
6
6.1

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Amended on 16 February 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 16 February 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 16 February 2022

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 16 February 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 16 February 2022

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Amended on 16 February 2022

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 16 February 2022

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 16 February 2022

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 16 February 2022

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Amended on 16 February 2022

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Amended on 16 February 2022

authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the

Amended on 16 February 2022

disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Amended on 16 February 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 41.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the

Amended on 16 February 2022

Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.
43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Amended on 16 February 2022

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 27 March 2001
Renewed on 27 March 2016

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 16 February 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 16 February 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY STRIDES ENGINEERING PTE LTD

[Licensee specific details have been removed]

Renewed on 27 March 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY STRIDES ENGINEERING PTE LTD

[Licensee specific details have been removed]

Renewed on 27 March 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Amended on 16 February 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Amended on 16 February 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Amended on 16 February 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Amended on 16 February 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Amended on 16 February 2022

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Amended on 16 February 2022

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Amended on 16 February 2022

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Amended on 16 February 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Amended on 16 February 2022

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 16 February 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Amended on 16 February 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number2 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

2 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Amended on 16 February 2022

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Amended on 16 February 2022

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Amended on 16 February 2022

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)
Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

Amended on 16 February 2022

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Amended on 16 February 2022

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,

Amended on 16 February 2022

Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.
10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Amended on 16 February 2022

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Amended on 16 February 2022

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Amended on 16 February 2022

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Amended on 16 February 2022

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Amended on 16 February 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Amended on 16 February 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Amended on 16 February 2022

"
66,70a94b187b1c00c0db76a2a17a2f34be4b3b704e,SUBCO Singapore Pte. Ltd. f.k.a. Sub.Co Singapore Pte. Ltd.,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SubCo.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUBCO SINGAPORE PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 30 JULY 2020

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Amended on 12 August 2022

21.
22.

Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Amended on 12 August 2022

45.
46.
47.
48.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SUBCO
SINGAPORE PTE. LTD.

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SUBCO SINGAPORE
PTE. LTD.

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Amended on 12 August 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUBCO SINGAPORE PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
On 30 July 2020, Info-communications Media Development Authority (hereinafter
referred to as the “Authority”), in exercise of the powers conferred on it under Section 5
of the Telecommunications Act (Cap. 323) (now Telecommunications Act 1999 and
hereinafter referred to as “the Act”) hereby grants to Sub.Co (Indigo West) Pte Ltd (now
known as SUBCO Singapore Pte. Ltd. and hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Amended on 12 August 2022

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

Amended on 12 August 2022

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Amended on 12 August 2022

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Amended on 12 August 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Amended on 12 August 2022

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Amended on 12 August 2022

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Amended on 12 August 2022

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Amended on 12 August 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Amended on 12 August 2022

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Amended on 12 August 2022

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in

Amended on 12 August 2022

Singapore, including the provision of information on such systems in the
format specified by the authorities.

Amended on 12 August 2022

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Amended on 12 August 2022

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Amended on 12 August 2022

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Amended on 12 August 2022

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not

Amended on 12 August 2022

authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information

Amended on 12 August 2022

obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Amended on 12 August 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Amended on 12 August 2022

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Amended on 12 August 2022

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Amended on 12 August 2022

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 30 July 2020

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Amended on 12 August 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Amended on 12 August 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUBCO SINGAPORE PTE. LTD.

[Licensee specific details have been removed]

Amended on 12 August 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUBCO SINGAPORE PTE. LTD.

[Licensee specific details have been removed]

Amended on 12 August 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 30 July 2020

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 30 July 2020

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 30 July 2020

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 30 July 2020

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 30 July 2020

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 30 July 2020

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 30 July 2020

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 30 July 2020

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 30 July 2020

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 30 July 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 30 July 2020

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 30 July 2020

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 30 July 2020

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 30 July 2020

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 30 July 2020

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 30 July 2020

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 30 July 2020

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 30 July 2020

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 30 July 2020

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 30 July 2020

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 30 July 2020

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 30 July 2020

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 30 July 2020

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 30 July 2020

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 30 July 2020

"
67,556945112af2a2d64454b8fec51494b4e1a1eb11,SuperInternet Access Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SuperInternet.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
SUPERINTERNET ACCESS PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 JULY 2014

ISSUED ON 1 JULY 2014

Issued on 1 July 2014

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directory and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radiocommunication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 1 July 2014

PART IV:
17.
18.
19.
20.
21.

Requirements to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

Issued on 1 July 2014

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension /Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exception and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTEPRETATIONS
SCHEDULE A
SCHEDULE B
SCHEDULE C
SCHEDULE D

Issued on 1 July 2014

-

THE SYSTEMS
THE SERVICES
THE SPECIFIC TERMS AND CONDITIONS
PERFORMANCE BOND

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
SUPERINTERNET ACCESS PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 JULY 2014

PART I: THE LICENCE
The Info-communications Development Authority of Singapore (hereinafter referred to
as “IDA”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Chapter 323) (hereinafter referred to as “the Act"") hereby
grants to SuperInternet Access Pte Ltd (hereinafter referred to as “the Licensee”) a
licence (hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems""); to operate and provide the telecommunication services specified in Schedule
B (hereinafter referred to as ""the Services"") subject to the terms and conditions set out
herein; and the specific terms and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of 15 years, unless suspended or cancelled by IDA in accordance with
Condition 40 or terminated by the Licensee in accordance with Condition 41
of this Licence.

1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

1
Issued on 1 July 2014

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within 2 weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to day
and shall be calculated on the basis of the actual number of days elapsed and
a 365 day year. The applicable rate of interest shall be the average of the
prevailing prime lending rates of the banks and finance companies quoted and
2

Issued on 1 July 2014

published by the Monetary Authority of Singapore. For the avoidance of
doubt, the Licensee shall continue to be subject to its obligations under the
Licence and shall not be released from such obligations by reason of any late
payment of licence fee.
2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
6 months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

3
Issued on 1 July 2014

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

6

Performance Bond

6.1

The Licensee shall within 28 days following the award of the Licence,
provide IDA with a performance bond to secure the obligations of the
Licensee under Schedule D in the form of a Banker’s Guarantee (or such
other performance bond as may be accepted by IDA) made in favour of IDA.
IDA will specify in detail the terms and conditions of the performance bond
for the Licensee based on the Licensee’s application commitments and any
additional terms and conditions deemed necessary by IDA.

6.2

The Licensee shall not be released from any of its obligations under the
Licence by any breach or forfeiture of the performance bond.

4
Issued on 1 July 2014

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the
Licensee to obtain IDA’s prior written approval on any charges it intends to
5

Issued on 1 July 2014

levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
10.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

12

Integrated Directory and Directory Enquiry Service

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

6
Issued on 1 July 2014

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed 50 metres above mean sea level (AMSL).
Where necessary however, IDA may grant conditional approval for the
Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will
not cause interference to or receive interference from other authorised
networks.

7
Issued on 1 July 2014

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
Framework and Guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of the Services. The
Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

16.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for
any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

8
Issued on 1 July 2014

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may from time to time impose.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

9
Issued on 1 July 2014

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, `Intellectual Property Rights' means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly.

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party.

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7
10

Issued on 1 July 2014

signalling, then the Licensee shall route such international incoming
calls on specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

20.2

Where IDA considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

21.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other telecommunication licensees in designated areas in the national
and/or public interest or otherwise, IDA shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to IDA for approval. The
Licensee shall share infrastructure whenever and wherever mandated by IDA
in accordance with the framework for facilities sharing and deployment,
including Codes of Practice.

11
Issued on 1 July 2014

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

22.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

22.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of services and
price schemes with IDA before commercial launch or announcement of such
services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as IDA may
require the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

12
Issued on 1 July 2014

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the services provided or the terms and
conditions under which the services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

13
Issued on 1 July 2014

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

30.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

14
Issued on 1 July 2014

31.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

33

Direction by IDA

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

33.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person
15

Issued on 1 July 2014

not authorised to receive the same without the prior written consent of the
Chief Executive Officer of IDA. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other
telecommunication licensees on matters relating to the requirements of this
Licence or the Act, the matter shall be determined by IDA whose decision
shall be binding on all parties concerned.

34.2

IDA reserves the right to levy a fee for work undertaken in this respect.

35

Provision of Information to IDA

35.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 35.2 to IDA for inspection and
verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 35.1, as well as
the fact that IDA has requested for such document and/or information.

35.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 35.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 35.1
and IDA considers that the disclosure would result in the release of
information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonably be expected to
16

Issued on 1 July 2014

adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
36

National Emergency and Security

36.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

36.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one month before such
change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any Convention, Agreement, Arrangement
or Treaty to which Singapore is or shall become a party.

37.2

IDA shall notify the Licensee from time to time of any such Convention,
Agreement, Arrangement or Treaty to which Condition 37.1 applies for its
compliance.

17
Issued on 1 July 2014

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act.
IDA may also forfeit any monies payable under the performance bond as
stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one month’s notice in writing.

40

Suspension/Cancellation

40.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

18
Issued on 1 July 2014

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee's
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

19
Issued on 1 July 2014

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee's
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and
severable provision so that if any Condition and part thereof is held invalid,
unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Dated 1 July 2014

Director-General (Telecoms & Post)
Info-communications Development Authority of Singapore

20
Issued on 1 July 2014

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any Guidelines, Codes or Framework or other rules or
documents promulgated by IDA shall be read as reference to such as may be
amended from time to time.

21
Issued on 1 July 2014

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUPERINTERNET ACCESS PTE LTD

[Licensee specific details have been removed]

Issued on 1 July 2014

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUPERINTERNET ACCESS PTE LTD

[Licensee specific details have been removed]

Issued on 1 July 2014

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE

1

Metering

1.1

The licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

1.2

Under the written request of IDA, the licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

2

Short Access Code

2.1

The licensee may apply for 4-digit or 5-digit access codes that allow callers
to gain access to the ISR services. The allocation of the access codes will
be subject to the availability of such codes and consideration for other
usage. The Licensee shall ensure that the access codes are used efficiently
and effectively.

3

Quality of Service

3.1

The licensee shall comply with the minimum Quality of Services (QoS)
standards below for the international voice and/or data services provided:
(a)
(b)

At least 95% of calls should not have a post dialling delay of more
than 25 seconds; and
At least 90% of calls made are able to seize a circuit.

Issued on 1 July 2014

3.2

IDA reserves the right to modify the above standards from time to time,
and inform the licensee accordingly for compliance.

4

Service Registration

4.1

The Licensee shall provide some form of service application or registration
procedures for signing-up of customers before any service activation to
ensure that subscribers are properly signed up for the international call
services and that the right parties are being billed (except for pre-paid card
services).

5

Call Barring Facilities

5.1

The Licensee shall provide some form of international call barring
facilities to any consumer who wish to bar the Licensee’s international call
services, regardless of whether the consumer is a subscriber of any service
provided by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES

1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if these customers are found to infringe any
of the conditions of this Licence, the Act or the regulations made
thereunder.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the Customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than six (6) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 1 July 2014

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by IDA from time to time.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Electronic Mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA on electronic-mail address portability, to be implemented by the
Licensee.

2

Content

2.1

The Licensee shall comply with such terms and conditions as may be
imposed by the Media Development Authority (MDA) for the content that is
transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any licensed
Facilities-Based Operator or preventing safety hazards to the personnel in
the connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES

1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of FBOs
or preventing safety hazards to personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the services operated under the Licence is
accurate and reliable.

2.2

Under the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within 14 days after the date of the test or such other
longer period as IDA may deem fit.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES

1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by IDA.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES

1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)
(b)
(c)
(d)

There shall be no delay in starting the announcement or programme
when a call is connected;
Each of the live Audiotex services shall be assigned a different
telephone number;
There shall be no interruption during the announcement or
programme; and
Such other standards as may be specified by IDA from time to time.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the service and
shall subscribe for additional lines from licensed Facilities-Based Operators
to adequately handle calls for the Live Audiotex services and to prevent
congestion to other users of the public telecommunication network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the Live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

Issued on 1 July 2014

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that his current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
Live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a)
(b)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or
the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 1 July 2014

SCHEDULE C
(Where Applicable)
SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the
purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this
Schedule.

2.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 1 July 2014

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase, shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

3.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

3.3

Before recording the particulars referred to in Condition 3.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identify card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate

Issued on 1 July 2014

documents that are recognised by the authorised establishments in the
country of purchase.
3.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date of termination of
the Services to the subscriber.

3.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

3.6

All CDRs shall be kept by the Licensee in Singapore for a period of not
less than 12 calendar months.

4

Registration of Retailers

4.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

4.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 3.1, 3.2 and 3.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within 2 days of the activation of the subscriber’s account.

Issued on 1 July 2014

4.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than 6 calendar months from the date on which the
retailer ceases to sell the Services of the Licensee.

5

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers issued by IDA

5.1

Where the Licensee provides any of the Services utilizing a level “6”
telephone number, he shall comply with Conditions 5.2 to 5.5 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of Condition 5, “Fixed Network Telecommunication Services”
means fixed line basic telephony services associated with number level “6”.

5.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

5.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
such services of any emergency.

Issued on 1 July 2014

5.4

The Licensee shall ensure that its Level “6” Services comply with the
quality of service standards as may be established by IDA from time to
time for Fixed Network Telecommunication Services.

5.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.”

6

Technical Requirements for the provision of access to Emergency
Services

6.1

The Licensee is also required to comply with the following technical
requirements for all calls made to public emergency services if it provides
its subscribers access to public emergency services:
(a)

The Licensee shall pass Calling Line Identity (“CLI”) for all calls;

(b)

Licensees shall not manipulate the CLI of the original calling party
and the original calling party CLI shall be passed on in the
conveyance of a call accordingly;

(c)

Licensees shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(d)

The A-bit of the Forward Call Indicator (“FCI”) of the Initial Access
Message (“IAM”) on the ITU-T Signalling System Number 7 ISDN
User Part (“ISUP”) signalling should be set to the value “1” to
identify an international incoming call for systems inter-working.
Where the Licensee operates a system which does not support ITU-T
Signalling System Number 7 signalling, then the Licensee shall route
such international incoming calls on specified circuits/trunks.

Issued on 1 July 2014

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 1 July 2014

"
68,3a4f636c13927d7a5265bfa4ea8cd782fe0328bc,Superloop (Singapore) Pte Ltd ,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/superloop.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPERLOOP (SINGAPORE) PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 4 OCTOBER 2013

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Modified on 21 January 2019

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services

Modified on 21 January 2019

43.
44.
45.
46.
47.
48.

Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SUPERLOOP
(SINGAPORE) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SUPERLOOP
(SINGAPORE) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPERLOOP (SINGAPORE) PTE LTDUNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
Authority
Telecommunications Act (Cap.
) hereby grants
to Superloop (Singapore) Pte Ltd
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. On 22 November 2018 and 21 January 2019, the Authority, in
exercise of its powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all terms and
conditions herein and in the Schedules annexed hereto, shall be collectively referred to
and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
services

Modified on 21 January 2019

of
(a)

a minimum sum of $80,000;

(b)
of the services
million up to $100 million; and
(c)
the services
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Modified on 21 January 2019

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A
for the provision of the services as
described in Schedule B
, subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

Modified on 21 January 2019

5.1

he
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Modified on 21 January 2019

Licensee to obtain
prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with
National Numbering Plan and
the Authority framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

Intellectual Prope
means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
ncoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority ramework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Cond
means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority
international settlement regime and seek the Authority
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.
36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Modified on 21 January 2019

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1)
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority
writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,

Modified on 21 January 2019

except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.
44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 4 October 2013

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUPERLOOP (SINGAPORE) PTE LTD

[Licensee specific details have been removed]

Amended on 27 March 2019

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUPERLOOP (SINGAPORE) PTE LTD

[Licensee specific details have been removed]

Amended on 27 March 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
ISR provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2)

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising

7.1

Where the Licensee provides any of the Services utilising
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
purposes of these Condition Fixed Net
means fixed line basic telephony services associated wi

7.2
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.
7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use

(b)

any person through its public payphones that enables the use of its
,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4
domestic subscribers (within Singapore) with a Singapore registered and
billing address.
7.5

The Licensee
comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its

(c)

provide directory enquiry services for subscribers of other licensees in
Services.

7.7

The Licensee shall:
(a)

provide integrated directories to subscribers of its
in accordance with such requirements as may be established by the
Authority; and

(b)
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.
7.8

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilitiesnetwork and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

CONFIDENTIAL

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Modified on 21 January 2019

CONFIDENTIAL

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii)
(viii) Long Term Pass
(ix)
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Modified on 21 January 2019

CONFIDENTIAL

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service
which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5
-flight or
Service, the Licensee shall ensure

Modified on 21 January 2019

CONFIDENTIAL

that such retailer forwards the
records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

CONFIDENTIAL

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
Digital Network assigned to the subscriber);

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscrib
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid
which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Modified on 21 January 2019

CONFIDENTIAL

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer
paid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Re
The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Modified on 21 January 2019

CONFIDENTIAL

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
o take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

CONFIDENTIAL

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

CONFIDENTIAL

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

CONFIDENTIAL

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

CONFIDENTIAL

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

CONFIDENTIAL

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

CONFIDENTIAL

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 4 December 2014

"
69,46325a3f5267d16d2b5ac70c1b6b1db901fb2229,Super Sea Cable Networks Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/SuperSeaCable.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPER SEA CABLE NETWORKS PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 24 FEBRUARY 2014

Modified on 21 January 2019

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Modified on 21 January 2019

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Modified on 21 January 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.
45.
46.
47.
48.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY SUPER SEA CABLE
NETWORKS PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY SUPER SEA CABLE
NETWORKS PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPER SEA CABLE NETWORKS PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to Super Sea Cable Networks Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. On 22 November 2018 and 21 January 2019, the Authority, in
exercise of its powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019. For the avoidance of doubt, all terms and
conditions herein and in the Schedules annexed hereto, shall be collectively referred to
and taken by all parties concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services

Modified on 21 January 2019

during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject

Modified on 21 January 2019

to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Modified on 21 January 2019

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Modified on 21 January 2019

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Modified on 21 January 2019

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Modified on 21 January 2019

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Modified on 21 January 2019

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 24 February 2014

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUPER SEA CABLE NETWORKS PTE LTD

[Licensee specific details have been removed]

Amended on 8 February 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUPER SEA CABLE NETWORKS PTE LTD

[Licensee specific details have been removed]

Issued on 24 February 2014

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Modified on 21 January 2019

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 31 August 2016

"
70,8460b279a990469552f0da1cde2a97b632050489,Super Sistem Cruz Pte. Ltd.,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/supersistemcruz.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPER SISTEM CRUZ PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 25 APRIL 2024

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 25 April 2024

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence

Issued on 25 April 2024

41.
42.
43.
44.
45.
46.
47.
48.

Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUPER SISTEM CRUZ PTE.
LTD..

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUPER SISTEM CRUZ PTE.
LTD.

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

-

PERFORMANCE BOND

Issued on 25 April 2024

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO SUPER SISTEM CRUZ PTE. LTD. UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

Info-communications Media Development Authority (hereinafter referred to
as the “Authority”), in exercise of the powers conferred on it under Section 5
of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
hereby grants to Super Sistem Cruz Pte. Ltd. (hereinafter referred to as “the
Licensee”) a licence (hereinafter referred to as “the Licence”) to establish,
install and maintain the telecommunication systems and to operate and provide
the telecommunication services as specified in the Licence. For the avoidance
of doubt, all terms and conditions herein and in the Schedules annexed hereto,
shall be collectively referred to and taken by all parties concerned as the
Licence.

Issued on 25 April 2024

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 41 or terminated by the Licensee in accordance with Condition 42
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and
subject to such terms and conditions as may be specified by the Authority under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services during
the Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;
(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $50 million
up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is
terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall be
payable by the Licensee within two (2) weeks of the grant of the Licence and shall
be adjusted at the end of the Licensee’s financial year based on the Licensee’s
audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited
AGTO, shall be paid in advance on the first day of the Licensee’s financial year,
subject to the minimum fee of $80,000 and subject to adjustment when more recent
audited AGTO are available.

Issued on 25 April 2024

2.5

In the event of a default by the Licensee in the payment of any fee when due under
the Licence, the Licensee shall pay to the Authority interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning on
(and including) its due date and ending on (and excluding) the date of its receipt in
full by the Authority, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the average of
the prevailing prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and shall
not be released from such obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later
than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties
imposed by the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A
(herein referred to as the “Systems”), for the provision of the services as described
in Schedule B (herein referred to as the “Services”), subject to the specific terms
and conditions set out in Schedule C. The Licensee shall not operate or provide any
system or service not described in Schedules A and B except with the prior
approval of the Authority.

Issued on 25 April 2024

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority such
technical and/or non-technical information as may be required by the Authority
within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services, quality
of service standards, pricing and service provisioning schemes, and any other
commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the obligations
of the Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of the Authority. The Authority will specify in detail the terms and
conditions of the performance bond for the Licensee based on the Licensee’s
application commitments and any additional terms and conditions deemed
necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence by
any breach or forfeiture of the performance bond.

Issued on 25 April 2024

PART II: BASIC OBLIGATIONS OF LICENSEE
7

Public Emergency Call Services

7.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.

8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is possible
for any person to contact at any time and without charge, distress, urgency and
safety services for shipping for the purpose of notifying them of an emergency and
shall, subject to fair and proper payment by the relevant Government ministry,
department, statutory board or official agency, provide the necessary facilities for
distress, urgency and safety services in accordance with the Radio Regulations of
the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to support
national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated
customer database. The Authority reserves the right to require the Licensee to
obtain the Authority’s prior written approval on any charges it intends to levy for

Issued on 25 April 2024

the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In
the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees freeof-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 25 April 2024

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section
11 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part of
the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for any
other telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 11 of the Act, whether such
other equipment is in addition to or intended to replace the existing equipment or
part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the Telecommunications
(Radio-communication) Regulations for the operation of any radio-communication
stations comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees for the
allocation and management of frequencies by the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing for
the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the
antenna of any radio-communication station comprised in the Systems.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

Issued on 25 April 2024

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is
safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected from
interference that may be caused by networks operating in the same band or in other
bands.

15.3

Where the satellite radio frequency(s) is assigned to the Licensee, it is for shared
use and must be shared with other geostationary and non-geostationary orbit
satellite system(s) that IMDA may from time to time authorise to operate in
Singapore in accordance with the Act and International Telecommunication Union
Radio Regulations. The Licensee shall coordinate with all other licensee(s) who
are granted such licences to use the satellite radio frequency(s) in any part of
Singapore (which includes the whole island of Singapore (including offshore
islands), airspace and territorial waters) such that each satellite system (including
but not limited to the satellites, earth stations and user terminals) can co-exist and
operate within Singapore (as aforementioned and described) without causing
harmful radio frequency interference to each other.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of
numbers and shall, subject to payment of the required fees for Golden Numbers, be
provided with the necessary numbers to enable the effective and efficient operation
of the Systems and provision of the Services. The Licensee shall take all necessary
steps to ensure that the numbers assigned are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and the
Licensee shall have no proprietary right to any of the number(s) assigned. The
Licensee shall take all necessary steps to ensure that the number(s) assigned is
efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss or

Issued on 25 April 2024

inconvenience directly or indirectly attributable to the alteration or reallocation of
such number(s).

Issued on 25 April 2024

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide telecommunication
services in Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time to
time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the
Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse to
connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by
the Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority,
in respect of which the Authority has issued a notice to that effect to the
person who has under his control such equipment or system.

Issued on 25 April 2024

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the Licensee
and the owner or operator of the equipment or system except in so far as the
conditions are prescribed in the Act or in this Licence. In the event that the parties
cannot reach an agreement, the matter shall be determined by the Authority whose
decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other than
those set by the Authority. In particular, the Licensee shall not, except where the
Authority is satisfied that it is reasonable, exercise any Intellectual Property Rights
which it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the
ITU-T Signalling System Number 7 ISDN User Part signalling should be set
to the value “1” to identify an international incoming call for systems interworking. Where the Licensee operates a system which does not support ITUT Signalling System Number 7 signalling, then the Licensee shall route such
international incoming calls on specified circuits.

Issued on 25 April 2024

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance
of the Systems which would require changes to any equipment or systems
connected to the Systems or which would have the effect of making such
connections inoperable. The period of notice given shall be appropriate to the likely
impact on the parties affected and on connected equipment or systems and shall be
decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication services
in Singapore to make major changes in its own systems in order to connect its
systems to the Systems, and notifies the Licensee thereof, the Licensee shall obtain
the prior approval of the Authority before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities sharing
and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest or
otherwise, the Authority shall inform the licensees accordingly so that licensees
can make the necessary arrangements before submitting their infrastructure sharing
plans to the Authority for approval. The Licensee shall share infrastructure
whenever and wherever mandated by the Authority in accordance with the
framework for facilities sharing and deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including
the provision of information on such systems in the format specified by the
authorities.

Issued on 25 April 2024

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and Quality
of Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these data
and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of Services
and price schemes with the Authority before commercial launch or announcement
of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial and
technical services and such other information as the Authority may require the
Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information, especially
for ex-directory numbers, and comply with any codes of practice or guidelines
issued by the Authority in relation to the use of subscriber information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 25 April 2024

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority as
well as any additional or supplemental guidelines, which the Authority may issue
from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of service
subject to the Authority’s number portability requirements and charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the
Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set out
in the Accounting Separation Guidelines established by the Authority, and any
additional or supplemental guidelines issued by the Authority from time to time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and conditions
under which the Services are provided. In particular, the Licensee shall not give
any undue preference to, or receive an unfair advantage from, a business carried on
by it or an associated or affiliated company, service or person, if the Authority is
of the opinion that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or substantially
restricted.

Issued on 25 April 2024

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation
to the operation of the Systems or provision of the Services by the Licensee or any
other telecommunication system and/or services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person licensed
by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country as
authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to
permit a person who is not originally a party to this Licence to share in the benefits
of, or otherwise gain any rights or privileges under this Licence, or which would
otherwise result in a breach or circumvention of Condition 3.1, the Licensee shall
seek the Authority’s approval for the joint venture, association, contract or
arrangement in question.

32.2

The Authority may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract or
arrangement referred to above.

Issued on 25 April 2024

32.3

If the Licensee fails to effect the necessary changes referred to in Condition 32.2,
the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to obtain
the approval of the Authority for the appointment of agents or for the employment
of independent contractors or sub-contractors to carry out any works or provide any
services which enable the Licensee to discharge its duties and obligations under
this Licence provided that the Licensee shall be liable to the Authority for any act,
omission, default, neglect or otherwise of the agents and independent contractors
or sub-contractors in carrying out any such works or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1) month
in advance of any change in the appointment of its Chairman, Board of Directors
or Chief Executive Officer and shall for this purpose provide the Authority with
the details of any such change and any further information requested by the
Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence disclose
or permit the disclosure of any of the said directions to any person not authorised
to receive the same without the prior written consent of the Chief Executive
Officer of the Authority. The Licensee shall further take all reasonable precautions
in dealing with the said directions so as to prevent any unauthorised person from
having access to the same.

Issued on 25 April 2024

35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees on
matters relating to the requirements of this Licence or the Act, the matter shall be
determined by the Authority whose decision shall be binding on all parties
concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice or
direction require. The Licensee undertakes to the Authority that any such document
and information provided to the Authority shall be true, accurate and complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the
Licence, the Authority may from time to time require the Licensee to arrange at its
own expense, for a separate and independent audit of its activities. The Licensee
shall, at the Authority’s request, submit the audited accounts and reports prepared
under this Condition 36.2 to the Authority for inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as well as
the fact that the Authority has requested for such document and/or information.

36.4

The Authority may use and disclose any such document or information provided
to the Authority pursuant to Condition 36.1 as the Authority deems fit. Where the
Authority proposes to disclose any document or information obtained pursuant to
Condition 36.1 and the Authority considers that the disclosure would result in
the release of information concerning the business, commercial or financial
affairs of the Licensee or which disclosure would or could reasonably be
expected to adversely affect the Licensee’s lawful business, commercial or
financial affairs, the Authority will give the Licensee a reasonable opportunity
to make representations on the proposed disclosure before the Authority makes
a final decision on whether to disclose the information.

Issued on 25 April 2024

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact that
the Authority has requested the Licensee to participate in such emergency
activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and nontechnical information as may be required by the Authority, at least one (1) month
before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 25 April 2024

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act. The
Authority may also forfeit any monies payable under the performance bond as
stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the
terms of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice
in writing given to the Licensee, suspend or cancel the Licence in whole or in part,
or impose a financial penalty in such amounts the Authority thinks fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its operation
of the Systems or the provision of any of the Services, the Licensee shall seek the
Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the migration
of its customers to suitable alternatives so as to minimise any service disruption
that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under Condition
42.1 and the Licensee has satisfactorily met the Authority’s requirements, if any,
to which the Authority’s approval is made subject to.

Issued on 25 April 2024

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to seek
a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in this
Licence if and to the extent that the Authority is satisfied that it is prevented from
complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by it
of reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and
shall resume the performance of its obligations as soon as the factor(s) which
prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication) Regulations,
the International Telecommunication Convention and any other treaty or
convention to which Singapore is a party.

Issued on 25 April 2024

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have been
given if sent by hand or pre-paid post or by facsimile to the Licensee’s registered
address as lodged with the Accounting and Corporate Regulatory Authority or by
electronic mail to the Licensee’s electronic mail address as stated in its licence
application to the Authority, or such other electronic mail address as notified to the
Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable or
illegal for any reason, the remainder of the Licence shall remain in full force in
every respect.

Issued on 25 April 2024

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 25 April 2024

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 25 April 2024

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY SUPER SISTEM CRUZ PTE. LTD.

[Licensee specific details have been removed]

CONFIDENTIAL
Issued on 25 April 2024

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY SUPER SISTEM CRUZ PTE. LTD.

[Licensee specific details have been removed]

CONFIDENTIAL
Issued on 25 April 2024

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Issued on 25 April 2024

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

Issued on 25 April 2024

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 25 April 2024

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
Issued on 25 April 2024

(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

Issued on 25 April 2024

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 25 April 2024

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

Issued on 25 April 2024

7.6

7.7

7.8

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 25 April 2024

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 25 April 2024

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 25 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 25 April 2024

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 25 April 2024

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 25 April 2024

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Issued on 25 April 2024

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 25 April 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 25 April 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 25 April 2024

SCHEDULE D

PERFORMANCE BOND
[Licensee specific details have been removed]

Issued on 25 April 2024

"
71,57683c97be86bd3e8658e5199e030d4fad64d4ba,Tata Communications International Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Tata.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TATA COMMUNICATIONS INTERNATIONAL PTE LTD UNDER
SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 7 APRIL 2004
RENEWED ON 7 APRIL 2019

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 7 April 2019

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 7 April 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TATA COMMUNICATIONS
INTERNATIONAL PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TATA COMMUNICATIONS
INTERNATIONAL PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 7 April 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TATA COMMUNICATIONS INTERNATIONAL PTE LTD
UNDER SECTION 5 OF THE TELECOMMUNICATIONS ACT
(CHAPTER 323)

PART I: THE LICENCE
A.

On 7 April 2004, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Tata Communications International Pte Ltd (hereinafter
referred to as “the Licensee”) a licence to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication
services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 3 October 2018, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 6 April 2019.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 7 April 2019

1

Period of Licence

1.1

The Licence is renewed on 7 April 2019 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 7 April 2019

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

Renewed on 7 April 2019

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 7 April 2019

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 7 April 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 7 April 2019

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 7 April 2019

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 7 April 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 7 April 2019

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 7 April 2019

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 7 April 2019

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 7 April 2019

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 7 April 2019

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 7 April 2019

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

Renewed on 7 April 2019

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 7 April 2019

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 7 April 2019

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 7 April 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

Renewed on 7 April 2019

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 7 April 2019

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

Renewed on 7 April 2019

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 7 April 2004
Renewed on 7 April 2019

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Renewed on 7 April 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 7 April 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TATA COMMUNICATIONS INTERNATIONAL PTE
LTD

[Licensee specific details have been removed]

Renewed on 7 April 2019

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TATA COMMUNICATIONS INTERNATIONAL PTE LTD

[Licensee specific details have been removed]

Renewed on 7 April 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 7 April 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 7 April 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

1

Renewed on 7 April 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 7 April 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 7 April 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 7 April 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 7 April 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 7 April 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 7 April 2019

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 7 April 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 7 April 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 7 April 2019

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 7 April 2019

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 7 April 2019

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 7 April 2019

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

Renewed on 7 April 2019

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013

Renewed on 7 April 2019

Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.
9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 7 April 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 7 April 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 7 April 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Renewed on 7 April 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 7 April 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 7 April 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 7 April 2019

"
72,043bde2f9f69c5eabe74dfe02accdd39e147a68d,TE Globe Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/TEGlobe.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT
AUTHORITY TO
TE GLOBE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 8 NOVEMBER 2016

ISSUED ON 8 NOVEMBER 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 8 November 2016

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation

Issued on 8 November 2016

43.
44.
45.
46.
47.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY TE GLOBE PTE
LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY TE GLOBE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 8 November 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT
AUTHORITY TO
TE GLOBE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 8 NOVEMBER 2016

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to TE Globe Pte Ltd (hereinafter referred to as “the Licensee”) a licence (hereinafter
referred to as “the Licence”) to establish, install and maintain the telecommunication
systems specified in Schedule A (hereinafter referred to as “the Systems”); to operate and
provide the telecommunication services specified in Schedule B (hereinafter referred to as
“the Services”) subject to the terms and conditions set out herein; and the specific terms
and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

Issued on 8 November 2016

2
2.1

Payment of Licence Fee
The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate

Issued on 8 November 2016

of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 8 November 2016

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 8 November 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 8 November 2016

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to direct the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to direct the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 8 November 2016

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, the Authority may grant conditional approval for
the Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will not
cause interference to or receive interference from other authorised networks.

Issued on 8 November 2016

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of the
Authority and the Licensee shall have no proprietary right to the telephone
number(s) assigned. The Licensee shall take the necessary steps to ensure that
the number(s) allocated is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any telephone
number(s) given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Issued on 8 November 2016

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 8 November 2016

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 8 November 2016

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 8 November 2016

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by the Authority or the relevant
law enforcement or security agencies to carry out their functions or
duties.

Issued on 8 November 2016

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 8 November 2016

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 8 November 2016

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 8 November 2016

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 8 November 2016

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 8 November 2016

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 8 November 2016

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Issued on 8 November 2016

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 8 November 2016

Issued on 8 November 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 8 November 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TE GLOBE PTE LTD

[Licensee specific details have been removed]

Issued on 8 November 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TE GLOBE PTE LTD

[Licensee specific details have been removed]

Issued on 8 November 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 8 November 2016

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by the
Authority. The particulars should include the customer’s name, address,
Certificate of Incorporation of Business Registration Number and details of
the services provided, such as international leased circuit speeds and
destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Issued on 8 November 2016

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards established
by the Authority.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

Issued on 8 November 2016

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i)
(ii)

S Pass
Employment Pass

Issued on 8 November 2016

(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 8 November 2016

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 8 November 2016

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 8 November 2016

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 8 November 2016

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 8 November 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

1.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

2

Number Portability

2.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the Licensee
shall comply.

Issued on 8 November 2016

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 8 November 2016

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Issued on 8 November 2016

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge (except
with the approval of the Authority) and at annual intervals or any other
intervals to be agreed with the Authority; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and providing
integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.
Issued on 8 November 2016

7.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

Issued on 8 November 2016

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by the Authority from time
to time for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 8 November 2016

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 8 November 2016

"
73,42354bb70eca7e39903658f1d2aae6dc12bc51bb,Telekom Malaysia (S) Pte. Ltd. ,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/telekom-malaysiaredacted22-feb-2023.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELEKOM MALAYSIA (S) PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 22 FEBRUARY 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 22 February 2023

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 22 February 2023

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY TELEKOM
MALAYSIA (S) PTE. LTD.

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY TELEKOM
MALAYSIA (S) PTE. LTD.

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 22 February 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELEKOM MALAYSIA (S) PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to
Telekom Malaysia (S) Pte. Ltd. (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 22 February 2023

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 22 February 2023

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 22 February 2023

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 22 February 2023

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 22 February 2023

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 22 February 2023

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 22 February 2023

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 22 February 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 22 February 2023

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Issued on 22 February 2023

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 22 February 2023

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 22 February 2023

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 22 February 2023

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 22 February 2023

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 22 February 2023

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 22 February 2023

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Issued on 22 February 2023

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 22 February 2023

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 22 February 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 22 February 2023

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 22 February 2023

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 22 February 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority
Issued on 22 February 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 22 February 2023

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TELEKOM MALAYSIA (S) PTE. LTD.

[Licensee specific details have been removed]

Issued on 22 February 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TELEKOM MALAYSIA (S) PTE. LTD.

[Licensee specific details have been removed]

Issued on 22 February 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 22 February 2023

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 22 February 2023

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”) standard
network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits long and include a
country code, area or city code, and a local number.

1

Issued on 22 February 2023

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 22 February 2023

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 22 February 2023

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 22 February 2023

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 22 February 2023

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 22 February 2023

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 22 February 2023

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 22 February 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 22 February 2023

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:

1

(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 22 February 2023

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 22 February 2023

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 22 February 2023

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 22 February 2023

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 22 February 2023

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 22 February 2023

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public Internet
access facility or system for the provision of public Internet access services in
Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 22 February 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 22 February 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 22 February 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 22 February 2023

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 22 February 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 22 February 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 22 February 2023

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 22 February 2023

"
74,4c3f00200d2c5d3411e563826f41c56d46fd5df9,Telekomunikasi Indonesia International Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/TII.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELEKOMUNIKASI INDONESIA INTERNATIONAL PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 MAY 2008
RENEWED ON 1 MAY 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 1 May 2023

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 1 May 2023

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED
BY
TELEKOMUNIKASI
INDONESIA INTERNATIONAL PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED
BY
TELEKOMUNIKASI
INDONESIA INTERNATIONAL PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 1 May 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELEKOMUNIKASI INDONESIA INTERNATIONAL PTE
LTD UNDER SECTION 5 OF THE TELECOMMUNICATIONS
ACT 1999

PART I: THE LICENCE
A.

On 1 May 2008, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act 1999
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Telekomunikasi Indonesia International Pte Ltd
(hereinafter referred to as “the Licensee”) a licence to establish, install and
maintain the telecommunication systems and to operate and provide the
telecommunication services as then specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 30 November 2022, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 30 April 2023.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 1 May 2023

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 1 May 2023

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Renewed on 1 May 2023

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 May 2023

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 1 May 2023

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 May 2023

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 1 May 2023

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 1 May 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 1 May 2023

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 1 May 2023

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 1 May 2023

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 1 May 2023

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 May 2023

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 1 May 2023

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

Renewed on 1 May 2023

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 1 May 2023

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 1 May 2023

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 1 May 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 1 May 2023

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 1 May 2023

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Renewed on 1 May 2023

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 May 2008
Renewed on 1 May 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 1 May 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 May 2023

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TELEKOMUNIKASI INDONESIA INTERNATIONAL
PTE LTD

[Licensee specific details have been removed]

Renewed on 1 May 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TELEKOMUNIKASI INDONESIA INTERNATIONAL PTE
LTD

[Licensee specific details have been removed]

Renewed on 1 May 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 1 May 2023

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 1 May 2023

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

1

Renewed on 1 May 2023

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 1 May 2023

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 1 May 2023

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 1 May 2023

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 1 May 2023

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 May 2023

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 1 May 2023

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 May 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 1 May 2023

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 1 May 2023

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 1 May 2023

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 1 May 2023

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 1 May 2023

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

Renewed on 1 May 2023

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

Renewed on 1 May 2023

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 May 2023

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 1 May 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Renewed on 1 May 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Renewed on 1 May 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 1 May 2023

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 May 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 May 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 May 2023

"
75,52861d9607dfd3a5cdfc7cb60ce40ed7f6b788d2,Telstra Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/TELSTRA.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELSTRA SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 15 DECEMBER 2011

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Modified on 21 January 2019

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Modified on 21 January 2019

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY TELSTRA
SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY TELSTRA
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Modified on 21 January 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TELSTRA SINGAPORE PTD LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 11 October 2000, the then Info-communications Development Authority
of Singapore (now known as the Info-Communications Media Development
Authority and hereinafter referred to as “the Authority”), in exercise of its
powers conferred on it under Section 5 of the Telecommunications Act (Cap.
323) (hereinafter referred to as “the Act"") granted to East Asia Crossing
Singapore Pte Ltd (subsequently known as Telstra Global (Singapore) Pte Ltd
and hereinafter referred to as the “First Licensee”) a licence, that was last
renewed on 11 October 2015 for a period of fifteen (15) years to establish,
install and maintain an international and domestic network, and to operate and
provide telecommunication services over the said telecommunication system.

B.

On 15 December 2011, the Authority, in exercise of the powers conferred on
it under Section 5 of the Act granted to Telstra Singapore Pte Ltd (hereinafter
referred to as the “Second Licensee”) a licence to establish, install and maintain
an international and domestic network, and to operate and provide
telecommunication services over the said network.

C.

On 23 March 2018, the First Licensee notified the Authority of an
amalgamation involving both the First and Second Licensees whereby the
Second Licensee would be the surviving sole entity; and requested for the
transfer of the licence held by the First Licensee to the Second Licensee.

D.

On 3 September 2018, the Authority approved the transfer of the licence from
the First Licensee to the Second Licensee (hereinafter referred to as the
“Licensee”) with effect from 3 September 2018, subject to the terms and
conditions set out herein. For the avoidance of doubt, the terms and conditions
of the Licence as set out herein shall supersede all previous terms and
conditions and shall be referred to and taken by all parties concerned as the
Licence.

Modified on 21 January 2019

E.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

F.

For the avoidance of doubt, all terms and conditions herein and in the
Schedules annexed hereto, shall be collectively referred to and taken by all
parties concerned as the Licence.

Modified on 21 January 2019

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

Modified on 21 January 2019

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

Modified on 21 January 2019

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Modified on 21 January 2019

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Modified on 21 January 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Modified on 21 January 2019

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Modified on 21 January 2019

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Modified on 21 January 2019

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Modified on 21 January 2019

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,

Modified on 21 January 2019

then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Modified on 21 January 2019

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Modified on 21 January 2019

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Modified on 21 January 2019

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Modified on 21 January 2019

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Modified on 21 January 2019

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Modified on 21 January 2019

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems

Modified on 21 January 2019

fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Modified on 21 January 2019

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Modified on 21 January 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 42.1.

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Modified on 21 January 2019

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Modified on 21 January 2019

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 15 December 2011

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Modified on 21 January 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Modified on 21 January 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TELSTRA SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 3 September 2018

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TELSTRA SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 3 September 2018

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
SIM-BASED MACHINE-TO-MACHINE (M2M) SERVICES
1

Conditions of Operation

1.1

The Licensee shall ensure that all SIM cards which are used in the provision
of M2M Services by the Licensee are configured to be used only for the
automated communication between machines and devices (including voice
communication within the scope of a pre-defined service feature and within
a closed user group), and not for other purposes (such as voice
communication with an external person) unless the prior written approval of
the Authority has been obtained.

1.2

Prior to the commencement of the provision of M2M Services, the Licensee
shall notify the Authority in writing, the particulars of all local mobile
telecommunication operator(s) that the Licensee will be working with in
relation to the provision of M2M Services (for example, in connection with
roaming) and the Licensee shall also promptly notify the Authority of any
subsequent change thereof.

2

Register of SIM Cards

2.1

The Licensee shall maintain a register containing full and accurate records
of all SIM cards which are used in connection with the provision of M2M
Services by the Licensee, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
International Mobile Subscriber Identity (“IMSI”) numbers and Mobile
Subscriber Integrated Services Digital Network Numbers (“MSISDN”) of
the SIM cards. The Licensee shall also provide the above particulars of the
SIM cards to the Authority as and when requested by the Authority.

Modified on 21 January 2019

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of SIM cards.

2.3

The records in the register shall be kept by the Licenseefor a period of not
less than twelve (12) calendar months from the date of termination of the
M2M Services to the subscriber.

3

Support to Government Agencies

3.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection
with the provision of M2M Services by the Licensee.

Modified on 21 January 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Modified on 21 January 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Modified on 21 January 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

1

Modified on 21 January 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Modified on 21 January 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Modified on 21 January 2019

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Modified on 21 January 2019

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number ) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Modified on 21 January 2019

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Modified on 21 January 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Modified on 21 January 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Modified on 21 January 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Modified on 21 January 2019

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Modified on 21 January 2019

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

Modified on 21 January 2019

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

Modified on 21 January 2019

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Modified on 21 January 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Modified on 21 January 2019

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Modified on 21 January 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Modified on 21 January 2019

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Modified on 21 January 2019

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Modified on 21 January 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Modified on 21 January 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Modified on 21 January 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Modified on 21 January 2019

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Amended on 1 July 2015

"
76,b26f76c74f661a26aabd109073022431b2a16606,TI Sparkle Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/TItaliaSS.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TI SPARKLE SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 16 AUGUST 2004
RENEWED ON 16 AUGUST 2019

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Renewed on 16 August 2019

PART IV:
16.
17.
18.
19.
20.
21.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

Renewed on 16 August 2019

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TI SPARKLE SINGAPORE
PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TI SPARKLE SINGAPORE PTE
LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 16 August 2019

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO TI SPARKLE SINGAPORE PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 16 August 2004, the Info-communications Development Authority of
Singapore (now known as the Info-communications Media Development
Authority and hereinafter referred to as the “Authority”), in exercise of its
powers under Section 5 of the Telecommunications Act (Cap. 323) and
hereinafter referred to as the “Act”, issued this telecommunication licence (the
“Licence”) to Telecom Italia Sparkle Singapore Pte Ltd (now known as TI
Sparkle Singapore Pte Ltd and hereinafter referred to as the “Licensee”) to
establish, install and maintain the telecommunication systems and to operate
and provide the telecommunication services as then specified in the Licence.

B.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 7 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

C.

On 13 March 2019, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 15 August 2019.

D.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 16 August 2019

1

Period of Licence

1.1

The Licence is renewed on 16 August 2019 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s

Renewed on 16 August 2019

financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.
2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

Renewed on 16 August 2019

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 16 August 2019

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Renewed on 16 August 2019

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 16 August 2019

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 16 August 2019

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 16 August 2019

PART IV:

ACCESS AND INTERCONNECTION OBLIGATIONS

16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Renewed on 16 August 2019

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system which
does not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.

Renewed on 16 August 2019

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 16 August 2019

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 16 August 2019

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 16 August 2019

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

Renewed on 16 August 2019

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

Renewed on 16 August 2019

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

Renewed on 16 August 2019

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

Renewed on 16 August 2019

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 16 August 2019

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

Renewed on 16 August 2019

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 16 August 2019

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

Renewed on 16 August 2019

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 16 August 2004
Renewed on 16 August 2019

Director-General (Telecoms & Post)
Deputy CE (Policy, Regulation & Competition Development)
Info-communications Media Development Authority

Renewed on 16 August 2019

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 16 August 2019

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY TI SPARKLE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Amended on 13 June 2019

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY TI SPARKLE SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 16 August 2019

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 16 August 2019

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 16 August 2019

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

1

Renewed on 16 August 2019

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 16 August 2019

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)
(b)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;
Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Renewed on 16 August 2019

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

6.3

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.
All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Renewed on 16 August 2019

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Renewed on 16 August 2019

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 16 August 2019

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Renewed on 16 August 2019

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 16 August 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 16 August 2019

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

1

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Renewed on 16 August 2019

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 16 August 2019

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 16 August 2019

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 16 August 2019

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.

Renewed on 16 August 2019

The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of

Renewed on 16 August 2019

Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Renewed on 16 August 2019

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act

Renewed on 16 August 2019

(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or
(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Renewed on 16 August 2019

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the subscribers if such subscribers are found to infringe
any term and condition of the Licence or any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Renewed on 16 August 2019

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 16 August 2019

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a) Name;

Renewed on 16 August 2019

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 16 August 2019

"
77,68d21d0a9048d1e1ccd0398c2bae5e16b00eacf0,UnaBiz Network Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/UnaBiz.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY
TO UNABIZ NETWORK PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 21 OCTOBER 2016

ISSUED ON 21 OCTOBER 2016

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 21 October 2016

20.
21.

Changes to Systems
Infrastructure Sharing and Deployment

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Issued on 21 October 2016

44.
45.
46.
47.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY UNABIZ
NETWORK PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY UNABIZ NETWORK
PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 21 October 2016

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS MEDIA
DEVELOPMENT AUTHORITY
TO UNABIZ NETWORK PTE LTD UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 21 OCTOBER 2016

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act (Cap. 323) (hereinafter referred to as “the Act”) hereby grants
to UnaBiz Network Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as “the
Systems”); to operate and provide the telecommunication services specified in Schedule
B (hereinafter referred to as “the Services”) subject to the terms and conditions set out
herein; and the specific terms and conditions set out in Schedule C.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

Issued on 21 October 2016

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate

Issued on 21 October 2016

of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.
2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

Issued on 21 October 2016

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 21 October 2016

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 21 October 2016

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to direct the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to direct the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 21 October 2016

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

14.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, the Authority may grant conditional approval for
the Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will not
cause interference to or receive interference from other authorised networks.

Issued on 21 October 2016

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

16.2

Any telephone number(s) assigned to the Licensee is the property of the
Authority and the Licensee shall have no proprietary right to the telephone
number(s) assigned. The Licensee shall take the necessary steps to ensure that
the number(s) allocated is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any telephone
number(s) given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Issued on 21 October 2016

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 21 October 2016

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 21 October 2016

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 21 October 2016

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by the Authority or the relevant
law enforcement or security agencies to carry out their functions or
duties.

Issued on 21 October 2016

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 21 October 2016

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 21 October 2016

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Management Arrangements

32.1

The Licensee shall seek the Authority's written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 21 October 2016

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.
34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 21 October 2016

35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 36.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 21 October 2016

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Issued on 21 October 2016

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

39

Variation of Terms of Licence

39.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 41.1.

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,

Issued on 21 October 2016

except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.
43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

Issued on 21 October 2016

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Dated 21 October 2016

Director-General (Telecoms & Post)
Asst. CE (Connectivity & Competition Development)
Info-communications Media Development Authority

Issued on 21 October 2016

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 21 October 2016

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY UNABIZ NETWORK PTE LTD

[Licensee specific details have been removed]

Issued on 21 October 2016

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY UNABIZ NETWORK PTE LTD

[Licensee specific details have been removed]

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
NON-SIM MACHINE-TO-MACHINE (M2M) SERVICES

1

Conditions of Operation

1.1

The Licensee shall ensure that all Non-SIM M2M Services by the Licensee are
configured to be used only for the automated communication between machines
and devices (including voice communication within the scope of a pre-defined
service feature and within a closed user group), and not for other purposes (such
as voice communication with an external person) unless the prior written
approval of the Authority has been obtained.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the subscribers:
(a)

Name, and where applicable, NRIC number, passport number,
employment pass or business registration number of the subscriber (or,
where the subscriber is not located in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of purchase
shall be used instead);

(b)

Billing /Service address;

(c)

Contact: Phone (Fixed/Mobile) and email;

(d)

Date of activation of the subscriber’s account;

(e)

Service types; and

Issued on 21 October 2016

(f)

Assigned User ID/User Name.

2.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

2.3

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) months from the date of termination of the Services to the
subscriber.

3

Registration of Retailers

3.1

The Licensee shall maintain a register containing records of its retailers and their
particulars which shall be made available for inspection by authorised Singapore
government agencies. The records shall contain the following particulars of the
retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number, employment pass or business registration number of the retailer
in Singapore (or, where the retailer is not based in Singapore, the
applicable identification details obtained through appropriate documents
that are recognised by the authorised establishments in the country of
origin, shall be used instead); and

(b)

Contact (telephone number(s), emails etc.) of the retailer.

3.2

The Licensee shall ensure that retailers selling its Services obtain the information
set out in Condition 2.1 of this Schedule upon the registration of a subscriber and
forward such information to the Licensee within two (2) days of the activation
of the subscriber’s account.

3.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

3.4

The records in the register shall be kept by the Licensee for a period of not less
than twelve (12) months from the date of which the retailer ceases to sell the
Services of the Licensee.

Issued on 21 October 2016

4

Quality of Service Standards

4.1

The Authority reserves the right to establish minimum quality of service
standards for the Non-SIM M2M Services provided by the Licensee with which
the Licensee shall comply.

5

Support to Government Agencies

5.1

The Licensee shall work and cooperate fully with the authorised Singapore
government agencies to render assistance in any investigation in connection with
the provision of Non-SIM M2M Services by the Licensee.

6

Data Retention Records

6.1

The Licensee shall maintain data retention records including source IP address
and port, start and end time sessions of the services which are operated and/or
provided in Singapore.

6.2

All data retention records shall be kept by the Licensee for a period of not less
than twelve (12) calendar months.

6.3

The Authority reserves the right to require the Licensee to retain any other details
as part of data retention records as necessary.

Issued on 21 October 2016

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

Issued on 21 October 2016

(b)

At least 90% of calls made are able to seize a circuit.

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by the
Authority. The particulars should include the customer’s name, address,
Certificate of Incorporation of Business Registration Number and details of
the services provided, such as international leased circuit speeds and
destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

Issued on 21 October 2016

4.1

The Licensee shall comply with the Quality of Service standards established
by the Authority.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the
Licensee shall comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

Issued on 21 October 2016

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass

Issued on 21 October 2016

(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 21 October 2016

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

Issued on 21 October 2016

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

7.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

8.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;

8.3

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

Issued on 21 October 2016

8.4

Before recording the particulars referred to in Condition 8.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 21 October 2016

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 21 October 2016

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

1.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

2

Number Portability

2.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

The Authority reserves the right to establish minimum quality of service
standards for the Services provided by the Licensee with which the Licensee
shall comply.

Issued on 21 October 2016

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 21 October 2016

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

Issued on 21 October 2016

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge (except
with the approval of the Authority) and at annual intervals or any other
intervals to be agreed with the Authority; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and providing
integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.
Issued on 21 October 2016

7.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

Issued on 21 October 2016

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by the Authority from time
to time for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 21 October 2016

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 21 October 2016

"
78,2ad354393d1df14e51efaa6346350e9f11aee9f8,Verizon Communications Singapore Pte Ltd f.k.a. MCI WorldCom Asia Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Verizon.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
VERIZON COMMUNICATIONS SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 APRIL 2000

RENEWED ON 1 APRIL 2015

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems

Renewed on 1 April 2015

20.

Infrastructure Sharing and Deployment

PART V:
21.
22.
23.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Management Arrangements
Direction by IDA
Dispute Resolution
Provision of Information to IDA
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations

Renewed on 1 April 2015

43.
44.
45.
46.

Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY VERIZON
COMMUNICATIONS SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY VERIZON
COMMUNICATIONS SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 1 April 2015

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS
GRANTED BY THE INFO-COMMUNICATIONS DEVELOPMENT
AUTHORITY OF SINGAPORE TO
VERIZON COMMUNICATIONS SINGAPORE PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)
ON 1 APRIL 2000

PART I: THE LICENCE
A.

On 1 April 2000, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred
to as the “Licence”) to Verizon Communications Singapore Pte Ltd
(hereinafter referred to as “the Licensee”) to establish, install and maintain
the telecommunication systems specified in Schedule A (hereinafter referred
to as “the Systems”); to operate and provide the telecommunication services
specified in Schedule B (hereinafter referred to as “the Services”) subject to
the terms and conditions set out herein; and the specific terms and conditions
set out in Schedule C.

B.

On 27 January 2015, the Licensee submitted its confirmation to renew the
Licence, which is due to expire on 31 March 2015.

C.

IDA hereby approves the renewal of the Licence subject to the terms and
conditions set out herein which shall be referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence is renewed on 1 April 2015 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by IDA in accordance with

Renewed on 1 April 2015

Condition 39 or terminated by the Licensee in accordance with Condition 40
of this Licence.
1.2

The Licence may be further renewed for such period as IDA thinks fit and
subject to such terms and conditions as may be specified by IDA under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to IDA an annual fee which is based on the audited
annual gross turnover (“AGTO”) for the provision of the Services during the
Licensee’s financial year. The annual fee payable shall be the total of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than
$50 million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than
$100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000
shall be payable by the Licensee within two (2) weeks of the grant of the
Licence and shall be adjusted at the end of the Licensee’s financial year based
on the Licensee’s audited AGTO submitted to IDA.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

Renewed on 1 April 2015

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to IDA interest on the amount from
time to time outstanding in respect of the overdue sum for the period
beginning on (and including) its due date and ending on (and excluding) the
date of its receipt in full by IDA, which interest shall accrue from day to day
and shall be calculated on the basis of the actual number of days elapsed and
a three hundred and sixty-five (365) day year. The applicable rate of interest
shall be the average of the prevailing prime lending rates of the banks and
finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from
such obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to IDA an audited AGTO statement, not later than
six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by IDA for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its
rights, duties, liabilities, obligations and privileges under this Licence to any
person or persons except with the prior approval of IDA.

3.2

Any such approval shall be given subject to terms and conditions, which IDA
at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in
Schedule A for the provision of the Services as described in Schedule B. The
Licensee shall not operate or provide any system or service not described in
Schedules A and B except with the prior approval of IDA.

Renewed on 1 April 2015

4.2

Where the Licensee wishes to introduce a new system and/or service or
makes changes to any system and/or service, the Licensee shall provide IDA
such technical and/or non-technical information as may be required by IDA
within such period as may be specified by IDA.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes and
any other commitments as submitted to IDA in its licence application.

Renewed on 1 April 2015

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying them of any emergency.
7

Public Maritime Emergency Services

7.1

The Licensee shall ensure that it is possible for any person to contact at any
time and without charge, distress, urgency and safety services for shipping for
the purpose of notifying them of an emergency and shall, subject to fair and
proper payment by the relevant Government ministry, department, statutory
board or official agency, provide the necessary facilities for distress, urgency
and safety services in accordance with the Radio Regulations of the
International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. IDA reserves the right to require the

Renewed on 1 April 2015

Licensee to obtain IDA’s prior written approval on any charges it intends to
levy for the provision of the directory enquiry services and the Licensee
shall comply with such requirement imposed.
9.2

IDA reserves the right to direct the Licensee to provide directory enquiry
services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

IDA reserves the right to direct the Licensee to provide integrated directories
for all subscribers at no charge (except with the approval of IDA) and at
annual intervals or any other intervals to be agreed with IDA.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by IDA, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and
providing integrated directory enquiry services.

Renewed on 1 April 2015

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for IDA's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is
part of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek IDA's prior approval from time to time for any other
telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 9 of the Act, whether
such other equipment is in addition to or intended to replace the existing
equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation
of any radio-communication stations comprised in the Systems and shall
abide by any conditions imposed thereunder, including the payment of station
licence fees and frequency fees for the allocation and management of
frequencies by IDA.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any
radio-communication station comprised in the Systems shall be submitted in
writing for IDA's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in
the Systems shall not exceed fifty (50) metres above mean sea level
(“AMSL”). Where necessary however, IDA may grant conditional approval
for the Licensee to exceed the prescribed height level provided that the
Licensee shall take all necessary steps, at its own cost, to ensure that its
network will not cause interference to or receive interference from other
authorised networks.

Renewed on 1 April 2015

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to IDA, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its
Systems is safe and does not cause interference to other existing radiocommunication networks operating in the same band or in other bands. The
Licensee shall also take appropriate measures to ensure that its Systems are
adequately protected from interference that may be caused by networks
operating in the same band or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with IDA’s National Numbering Plan and IDA’s
framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to IDA, justify the use of
numbers and shall, subject to payment of the required fees for Golden
Numbers, be provided with the necessary numbers to enable the effective and
efficient operation of the Systems and provision of the Services. The
Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of IDA and
the Licensee shall have no proprietary right to the telephone number(s)
assigned. The Licensee shall take the necessary steps to ensure that the
number(s) allocated is efficiently utilised.

15.3

IDA reserves the right to alter and/or reallocate any telephone number(s)
given to the Licensee at any time, upon written notice, without being liable for
any loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such telephone number(s).

Renewed on 1 April 2015

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by IDA to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of IDA, impose an access charge
upon any person licensed by IDA to provide telecommunication services in
Singapore through or with the use of the Systems.

16.3

The Licensee shall comply with IDA’s interconnection & access framework,
arrangements and requirements, including all relevant Codes of Practice,
directions and notifications which IDA may issue from time to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by IDA for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by IDA which systems also meet any other requirements, which IDA
may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by IDA; or

(b)

no longer meets the requirements for approval or licensing by IDA, in
respect of which IDA has issued a notice to that effect to the person
who has under its control such equipment or system.

Renewed on 1 April 2015

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so
far as the conditions are prescribed in the Act or in this Licence. In the event
that the parties cannot reach an agreement, the matter shall be determined by
IDA, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems
other than those set by IDA. In particular, the Licensee shall not, except
where IDA is satisfied that it is reasonable, exercise any Intellectual Property
Rights which it owns or is licensed to use in a manner which prevents or
inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming
call for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7
signalling, then the Licensee shall route such international incoming
calls on specified circuits.

Renewed on 1 April 2015

19

Changes to Systems

19.1

The Licensee shall give notice in writing to IDA and shall notify all parties
affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment
or systems connected to the Systems or which would have the effect of
making such connections inoperable. The period of notice given shall be
appropriate to the likely impact on the parties affected and on connected
equipment or systems and shall be decided in consultation with IDA.

19.2

Where IDA considers that a change in the Systems referred to in Condition
19.1 would cause another person licensed to provide telecommunication
services in Singapore to make major changes to its own systems in order to
connect its systems to the Systems, and notifies the Licensee thereof, the
Licensee shall obtain the prior approval of IDA before implementing such a
change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with IDA’s framework for facilities sharing and
deployment, including all relevant Codes of Practice, directions and
notifications which IDA may issue from time to time.

20.2

Where IDA considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest
or otherwise, IDA shall inform the licensees accordingly so that licensees can
make the necessary arrangements before submitting their infrastructure
sharing plans to IDA for approval. The Licensee shall share infrastructure
whenever and wherever mandated by IDA in accordance with the framework
for facilities sharing and deployment, including Codes of Practice.

Renewed on 1 April 2015

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

IDA reserves the right to establish price control arrangements and Quality of
Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

21.2

IDA reserves the right to require the Licensee to maintain separate financial
data and accounts for the Services and shall submit on request these data and
accounts to IDA for inspection.

21.3

IDA reserves the right to require the Licensee to file its schemes of service,
including non-price terms and conditions for the provisioning of Services and
price schemes with IDA before commercial launch or announcement of such
Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides,
covering inter alia, descriptions and pricing of the Services available, the
terms and conditions thereof, and the provision of fault repair and any other
commercial and technical services, and such other information as IDA may
require the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by IDA or the relevant law
enforcement or security agencies to carry out their functions or duties.

Renewed on 1 April 2015

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the Codes of Practice issued by IDA as well
as any additional or supplemental guidelines, which IDA may issue from time
to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to IDA’s number portability requirements and charging
principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by IDA on number portability to be implemented by
the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by IDA, and any
additional or supplemental guidelines issued by IDA from time to time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price
and performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if IDA is of the opinion that the Licensee’s competitor could be
placed at a significant competitive disadvantage or that competition would be
prevented or substantially restricted.

Renewed on 1 April 2015

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by IDA.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which
unfairly preclude or restrict, to the detriment of the national and/or public
interest, the provision of any international telecommunication services by any
person licensed by IDA to provide those services.

29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign
country as authorised to provide telecommunication services by or through
that system.

29.3

The Licensee shall comply with IDA’s requirements on the international
settlement regime and seek IDA’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association,
contract or arrangement with a third party, the effect or purported effect of
which would be to permit a person who is not originally a party to this
Licence to share in the benefits of, or otherwise gain any rights or privileges
under this Licence, or which would otherwise result in a breach or
circumvention of Condition 3.1, the Licensee shall seek IDA’s approval for
the joint venture, association, contract or arrangement in question.

Renewed on 1 April 2015

30.2

IDA may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, IDA may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of IDA for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its
duties and obligations under this Licence provided that the Licensee shall be
liable to IDA for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such
works or providing any such services.

31

Management Arrangements

31.1

The Licensee shall seek IDA's written approval at least one (1) month in
advance of any change in the appointment of its Chairman, Board of
Directors or Chief Executive Officer and shall for this purpose provide
IDA with the details of any such change and any further information
requested by IDA.

32

Direction by IDA

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which IDA may from time to time issue in exercise of its powers,
functions or duties under the Act, or in this Licence.

32.2

IDA may, by notice in writing to the Licensee amend, vary or revoke wholly
or in part any directions given by it pursuant to Condition 32.1.

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the
secrecy of all directions given by IDA. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Renewed on 1 April 2015

disclose or permit the disclosure of any of the said directions to any person
not authorised to receive the same without the prior written consent of the
Chief Executive of IDA. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by IDA whose decision shall be binding on all parties
concerned.

33.2

IDA reserves the right to levy a fee for work undertaken in this respect.

34

Provision of Information to IDA

34.1

The Licensee shall provide IDA with any document and information within
its knowledge, custody or control, which IDA may, by notice or direction
require. The Licensee undertakes to IDA that any such document and
information provided to IDA shall be true, accurate and complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, IDA may from time to time require the Licensee to arrange
at its own expense, for a separate and independent audit of its activities.
The Licensee shall, at IDA’s request, submit the audited accounts and
reports prepared under this Condition 34.2 to IDA for inspection and
verification.

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by IDA pursuant to Condition 34.1, as well as
the fact that IDA has requested for such document and/or information.

34.4

IDA may use and disclose any such document or information provided to
IDA pursuant to Condition 34.1 as IDA deems fit. Where IDA proposes to
disclose any document or information obtained pursuant to Condition 34.1
and IDA considers that the disclosure would result in the release of

Renewed on 1 April 2015

information concerning the business, commercial or financial affairs of the
Licensee or which disclosure would or could reasonably be expected to
adversely affect the Licensee’s lawful business, commercial or financial
affairs, IDA will give the Licensee a reasonable opportunity to make
representations on the proposed disclosure before IDA makes a final
decision on whether to disclose the information.
35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by IDA, participate in any emergency
activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the
fact that IDA has requested the Licensee to participate in such emergency
activities and preparations.

35.3

IDA, may from time to time, require the Licensee to submit to IDA for
approval any changes to any telecommunication system, installation or
plant and any service plans, together with such technical and non-technical
information as may be required by IDA, at least one (1) month before such
change is intended to be implemented.

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

IDA shall notify the Licensee from time to time of any such convention,
agreement, arrangement or treaty to which Condition 36.1 applies for its
compliance.

Renewed on 1 April 2015

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, IDA may impose a
financial penalty on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, IDA may vary or amend any of the terms
of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

39

Suspension/Cancellation

39.1

IDA may, in any of the events specified in Section 8 of the Act, by notice in
writing given to the Licensee, suspend or cancel the Licence in whole or in
part, or impose a financial penalty in such amounts IDA thinks fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek IDA’s approval in writing at least six (6) months in advance.

40.2

No termination shall take effect until IDA’s approval has been obtained under
Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or IDA
under the Licence or any written law as at the date of termination, except that
the Licensee shall not have the right to seek a refund of the licence fee or any
other fee paid in advance.

Renewed on 1 April 2015

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that IDA is satisfied that it is prevented from
complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where IDA determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of IDA is beyond the Licensee’s
reasonable control and which notwithstanding the exercise by it of
reasonable diligence and foresight, the Licensee was unable to prevent
or overcome.

Provided that the Licensee shall use all reasonable endeavours to terminate
with all reasonable speed the factor(s) preventing the carrying out of its
obligations and shall resume the performance of its obligations as soon as the
factor(s) which prevented the performance thereof is resolved.
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 April 2015

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s

registered address as lodged with the Accounting and Corporate Regulatory
Authority.
46

Severability

46.1

Every

condition and part thereof shall be construed as a separate and
severable provision so that if any condition and part thereof is held invalid,

unenforceable or illegal for any reason, the remainder of the Licence shall
remain in full force in every respect.

Renewed on | April 2015

Director-General (Telecoms & Post)

Info-communications Development Authority of Singapore

Renewed on 1 April 2015

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural
or singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as
it has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, Codes of Practice or framework or other
rules or documents promulgated by IDA shall be read as reference to such as
may be amended from time to time.

Renewed on 1 April 2015

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY VERIZON COMMUNICATIONS SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 1 April 2015

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY VERIZON COMMUNICATIONS SINGAPORE PTE LTD

[Licensee specific details have been removed]

Renewed on 1 April 2015

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be
subject to the availability of such codes and consideration for other usage.
The Licensee shall ensure that the access code allocated is used efficiently
and effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of
Services (“QoS”) standards for the international voice and/or data services
provided:
(a)

At least 95% of calls should not have a post dialling delay of more
than 25 seconds; and

(b)

At least 90% of calls made are able to seize a circuit.

Renewed on 1 April 2015

3.2

IDA reserves the right to modify the above-mentioned standards from time
to time, and the Licensee shall comply with such modified standards
accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the international call services and that the right
parties are being billed. For the avoidance of doubt, this Condition 4.1
does not apply to prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent
activation of international call service.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of IDA. The Licensee shall terminate its
agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by IDA.
The particulars should include the customer’s name, address, Certificate of
Incorporation of Business Registration Number and details of the services
provided, such as international leased circuit speeds and destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

4

Quality of Service

4.1

The Licensee shall comply with the Quality of Service standards
established by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established
by IDA, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed
by the Media Development Authority (“MDA”) for the content that is
transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by
IDA for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the
access speeds, throughput, round-trip latency, webpage loading time and any
other information that IDA may require the Licensee to publish.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
IDA for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the
network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of IDA, the Licensee shall conduct tests on
metering equipment to assess its accuracy, reliability and conformity to the
technical standards, if any, as specified by IDA. The Licensee shall submit
the test results to IDA within fourteen (14) days after the date of the test or
within such other period as may be specified by IDA.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Public Emergency Call Services

1.1

The Licence shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the
relevant police service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number) and any other
national emergency services which the Minister may from time to time
designate, for the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall at its own expense, comply with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

4

Prepaid SIM Cards

4.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)

Keep a register of all its retailers and the buyers of the prepaid cards;
and

(b)

Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

Renewed on 1 April 2015

5

Registration of Customers of Prepaid SIM Cards

5.1

The Licensee shall work with the mobile operator whose networks it uses
to provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number,
passport number, work permit number or business registration
number (or, where the customer is not located in Singapore, the
applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

5.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of customers.

5.3

Before recording the particulars referred to in Condition 5.1 of this
Schedule, the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or
Employment Pass as applicable and make and keep a photocopy of
such evidence of identity; or

(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

Renewed on 1 April 2015

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

6

Registration of Retailers of Prepaid SIM Cards

6.1

The Licensee shall:

6.2

6.3

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer
of its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

contact telephone number(s) of the retailer; and

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
5.1, 5.2 and 5.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

Renewed on 1 April 2015

6.4

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

6.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the
retailer ceases to sell the Licensee’s prepaid SIM cards.

7

Access to the Registration Information

7.1

The Licensee shall ensure that all electronic systems (including systems
used by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

7.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the
registers, the date and time of each incidence of access by such person, and
any other information which IDA may require the Licensee to include from
time to time.

7.3

The records of access referred to in Condition 7.2 of this Schedule shall be
submitted to IDA and/or authorised Singapore government agencies for
audit checks where required by IDA and/or authorised Singapore
government agencies.

7.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of IDA.

7.5

IDA reserves the right to require the Licensee to comply with any other
security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

Renewed on 1 April 2015

8

Service Registration for Post-Paid SIM Cards

8.1

The Licensee shall provide procedures for service application or
registration before any service activation to ensure that subscribers are
properly signed up for the Services provided through post-paid SIM cards
and that the right parties are being billed.

8.2

The Licensee shall maintain a register containing records of every
subscriber which shall be made available for inspection by authorised
Singapore government agencies. The register shall contain the following
particulars of the subscribers:
(a)

name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business
registration number;

(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

8.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

8.4

Before recording the particulars referred to in Condition 8.2 of this
Schedule, the Licensee shall require the production of the subscriber’s
identity card issued under the National Registration Act (Cap. 201), the
Singapore Armed Forces Act (Cap. 295), the Police Force Act (Cap 235),
the Civil Defence Act (Cap. 42), passport or Employment Pass as
applicable and make and keep a photocopy of such evidence of identity.

8.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

9

Minimum Age of Customers

9.1

The Licensee shall not provide the Services to any person below the age 15
years.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network (“VAN”)
traffic over dedicated leased circuits or switched/permanent virtual circuits
such as frame relay circuits. The Licensee may also choose to transmit its
VAN traffic through virtual private network links over the Internet.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by IDA.

1.2

The Licensee shall ensure that the number of attempted calls at any time
does not significantly exceed the number of call-in lines for the live
Audiotex services and shall subscribe for additional lines from FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 April 2015

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful
purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy
and shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times IDA
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the
live Audiotex services at the beginning of the call. The Licensee shall
provide a grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 April 2015

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Public Emergency Call Services

1.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police
emergency service (namely 999 or its substitute number), the fire and
ambulance services (namely 995 or its substitute number) and any other
national emergency services which the Minister may from time to time
designate, for the purpose of notifying such services of any emergency.

1.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of
this Schedule.

1.3

IDA reserves the right to require the Licensee to comply with additional
safety and security safeguards to enhance security measures for public and
national safety.

2

Number Portability

2.1

The Licensee shall at its own expense, comply with any requirement and
guidelines established by IDA on number portability required to be
implemented by the Licensee.

3

Quality of Service Standards

3.1

IDA reserves the right to establish minimum quality of service standards
for the Services provided by the Licensee with which the Licensee shall
comply.

Renewed on 1 April 2015

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the
subscriber is not located in Singapore, the applicable identification
details obtained through appropriate documents that are recognised by
the authorised establishments in the country of purchase shall be used
instead);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this
Schedule, the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its
best efforts to verify the identity of the subscriber through appropriate

Renewed on 1 April 2015

documents that are recognised by the authorised establishments in the
country of purchase.
4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls
made and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not
less than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

5.2

(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore
(or, where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead);

(b)

Contact telephone number(s) of the retailer; and

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

Renewed on 1 April 2015

5.3

IDA reserves the right to require the Licensee to record any other details as
necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the
retailer ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
the Services; and

(b)

to provide directory enquiry services for subscribers of other
licensees,

and the Licensee shall comply with such requirements imposed.
7

Provision of Integrated Directories

7.1

IDA reserves the right to require the Licensee to do the following:
(a)

to provide integrated directories for all subscribers at no charge
(except with the approval of IDA) and at annual intervals or any other
intervals to be agreed with IDA; and

(b)

to exchange all relevant customer data with other licensees free-ofcharge for the purpose of providing integrated directories and
providing integrated directory enquiry services,

and the Licensee shall comply with such requirements imposed.
7.2

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

Renewed on 1 April 2015

8

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

8.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 8.2 to 8.9 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

8.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

8.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the
Minister may from time to time designate to be provided by operators
of Fixed Network Telecommunication Services, for the purpose of
notifying them of any emergency.

8.4

The Licensee shall ensure that its Level “6” Services comply with the same
quality of service standards as may be established by IDA from time to
time for Fixed Network Telecommunication Services.

8.5

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

Renewed on 1 April 2015

8.6

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
IDA from time to time for Fixed Network Telecommunication Services.

8.7

The Licensee shall:

8.8

8.9

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides
its Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories for all subscribers of its Level “6”
Services at no charge (except with the approval of IDA) and at annual
intervals or any other intervals to be agreed with IDA; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and
conditions to be agreed with other licensees, provide integrated directories
for their subscribers. In the event that agreement cannot be reached, the
matter shall be determined by IDA, whose decision shall be final.

Renewed on 1 April 2015

"
79,0e301261af1a1c08947b219a1e045c0cf4333890,Viewqwest Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/viewqwest.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO VIEWQWEST PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 1 JUNE 2007
RENEWED ON 1 JUNE 2022

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Renewed on 1 June 2022

19.
20.
21.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
38.
39.
40.
41.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services

Renewed on 1 June 2022

42.
43.
44.
45.
46.
47.

Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY VIEWQWEST PTE LTD

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY VIEWQWEST PTE LTD

SCHEDULE C

-

SPECIFIC TERMS AND CONDITIONS

Renewed on 1 June 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO VIEWQWEST PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

On 1 June 2007, the Info-communications Development Authority of
Singapore (hereinafter referred to as “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act 1999
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to ViewQwest Pte Ltd (hereinafter referred to as “the
Licensee”) a licence to establish, install and maintain the telecommunication
systems and to operate and provide the telecommunication services as then
specified in the Licence.

B.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

C.

On 22 November 2018 and 21 January 2019, the Authority, in exercise of its
powers under Section 9 of the Act, modified the terms and conditions of the
Licence, which took effect on 21 January 2019.

D.

On 5 December 2021, the Licensee submitted its confirmation to renew the
Licence which is due to expire on 31 May 2022.

E.

The Authority hereby approves the renewal of the Licence, which for the
avoidance of doubt, shall include all terms and conditions herein and the
Schedules annexed hereto, which shall be collectively referred to and taken by
all parties concerned as the Licence.

Renewed on 1 June 2022

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 40 or terminated by the Licensee in accordance
with Condition 41 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c) 1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.
2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence

Renewed on 1 June 2022

and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.
2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to
adjustment when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and
excluding) the date of its receipt in full by the Authority, which interest shall
accrue from day to day and shall be calculated on the basis of the actual
number of days elapsed and a three hundred and sixty-five (365) day year.
The applicable rate of interest shall be the average of the prevailing prime
lending rates of the banks and finance companies quoted and published by
the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and
shall not be released from such obligations by reason of any late payment of
licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement
within the timeframe stipulated in Condition 2.6, the Licensee shall be under
a continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

Renewed on 1 June 2022

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 June 2022

PART II: BASIC OBLIGATIONS OF LICENSEE
6

Public Emergency Call Services

6.1

The Licensee shall ensure that:
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

Renewed on 1 June 2022

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

9.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 June 2022

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

12.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

13.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Renewed on 1 June 2022

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

15.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Renewed on 1 June 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Renewed on 1 June 2022

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

18.3

The Licensee is required to comply with the following technical requirements
and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on
the ITU-T Signalling System Number 7 ISDN User Part signalling should
be set to the value “1” to identify an international incoming call for

Renewed on 1 June 2022

systems inter-working. Where the Licensee operates a system which does
not support ITU-T Signalling System Number 7 signalling, then the
Licensee shall route such international incoming calls on specified
circuits.
19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate to
the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 June 2022

21

Requirement for Underground Telecommunication Systems

21.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Renewed on 1 June 2022

PART V:

SERVICE OBLIGATIONS

22

Price Control/Tariffing Arrangements/Quality of Service Standards

22.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

22.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

22.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

23

Publication of Charges, Terms and Conditions and Other Information

23.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services and such other information as the Authority may require
the Licensee to publish in relation to the Services.

24

Confidentiality of Subscriber Information

24.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

24.2

Notwithstanding Condition 24.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Renewed on 1 June 2022

PART VI:

OTHER OBLIGATIONS

25

Codes of Practice and Advisory Guidelines

25.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

26

Number Portability

26.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

26.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

27

Accounting Separation

27.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

28

Restriction on Undue Preference and Undue Discrimination

28.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 June 2022

29

Restriction Against Anti-Competitive Arrangements

29.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

30

Restriction on Exclusive Arrangement for International Services

30.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

30.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

30.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

31

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

31.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Renewed on 1 June 2022

31.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

31.3

If the Licensee fails to effect the necessary changes referred to in Condition
31.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

31.4

Nothing in Condition 31.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

32

Board Directorship and Management Appointments

32.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

33

Direction by the Authority

33.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

33.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 33.1.

Renewed on 1 June 2022

33.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

34

Dispute Resolution

34.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

34.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

35

Provision of Information to the Authority

35.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

35.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 35.2 to the Authority for
inspection and verification.

35.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 35.1, as

Renewed on 1 June 2022

well as the fact that the Authority has requested for such document and/or
information.
35.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 35.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 35.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

36

Participation in Emergency Activities

36.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

36.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 36.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

36.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

Renewed on 1 June 2022

37

International Obligations

37.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

37.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 37.1 applies
for its compliance.

Renewed on 1 June 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

38

Penalty Framework for Breach of Licence Conditions

38.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.

39

Variation of Terms of Licence

39.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

40

Suspension/Cancellation

40.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

41

Termination of Licence or Cessation of Systems or Services

41.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

41.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

41.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Renewed on 1 June 2022

42

Rights upon Termination, Suspension or Cancellation

42.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

43

Exceptions and Limitations on Obligations

43.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.

Renewed on 1 June 2022

44

Compliance with the Law

44.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

44.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

45

Governing Law

45.1

This Licence shall be governed by and construed according to the law of
Singapore.

46

Service of Notices

46.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

Renewed on 1 June 2022

CONFIDENTIAL

47

Severability

47.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 June 2007
Renewed on 1 June 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Renewed on 1 June 2022
CONFIDENTIAL

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 June 2022

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY VIEWQWEST PTE LTD
[Licensee specific details have been removed]

Renewed on 1 June 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY VIEWQWEST PTE LTD
[Licensee specific details have been removed]

Renewed on 1 June 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Renewed on 1 June 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Renewed on 1 June 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Renewed on 1 June 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Renewed on 1 June 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Renewed on 1 June 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Renewed on 1 June 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Renewed on 1 June 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 June 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:

Renewed on 1 June 2022

(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 June 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Renewed on 1 June 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

1 The relevant pass number refers to the nine additional documents spelt out in Condition

5.3(a).

Renewed on 1 June 2022

(ii)

(g)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

Renewed on 1 June 2022

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

Renewed on 1 June 2022

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

Renewed on 1 June 2022

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be

Renewed on 1 June 2022

made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

Renewed on 1 June 2022

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

Renewed on 1 June 2022

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:

Renewed on 1 June 2022

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

6.2

(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

Renewed on 1 June 2022

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Renewed on 1 June 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 June 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Renewed on 1 June 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Renewed on 1 June 2022

"
80,d761ff35af9d8e86461dba2e3324d86a52ff2dad,Vodafone Enterprise Singapore Pte Ltd f.k.a. Vodafone Enterprise Global Network Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/CableWireless.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
VODAFONE ENTERPRISE GLOBAL NETWORK PTE LTD
UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT (CHAPTER 323)

ISSUED ON 1 FEBRUARY 2002
RENEWED ON 1 FEBRUARY 2017

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals

PART II:
6.
7.
8.
9.
10.
11.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
16.
17.
18.
19.
20.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
12.
13.
14.
15.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Renewed on 1 February 2017

PART V:
22.
23.
24.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorships and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
37.
38.
39.
40.
41.
42.
43.
44.
45.
46.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

Renewed on 1 February 2017

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY VODAFONE
ENTERPRISE GLOBAL NETWORK PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY VODAFONE
ENTERPRISE GLOBAL NETWORK PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

Renewed on 1 February 2017

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO
VODAFONE ENTERPRISE GLOBAL NETWORK PTE LTD
UNDER SECTION 5 OF
THE TELECOMMUNICATIONS ACT (CHAPTER 323)

PART I: THE LICENCE
A.

On 1 February 2002, the Info-communications Development Authority of
Singapore (hereinafter referred to as the “IDA”), in exercise of the powers
conferred on it under Section 5 of the Telecommunications Act (Cap. 323)
(hereinafter referred to as “the Act”) issued this licence (hereinafter referred to
as the “Licence”) to Vodafone Enterprise Global Network Pte Ltd (hereinafter
referred to as “the Licensee”) to establish, install and maintain the
telecommunication systems specified in Schedule A (hereinafter referred to as
“the Systems”); to operate and provide the telecommunication services
specified in Schedule B (hereinafter referred to as “the Services”) subject to
the terms and conditions set out herein; and the specific terms and conditions
set out in Schedule C.

B.

On 13 June 2016, the Licensee submitted its request to renew the Licence
which is due to expire on 1 February 2017.

C.

On 1 October 2016, IDA was re-constituted as the Info-communications Media
Development Authority (hereinafter referred to as the “Authority”) by the
enactment of the Info-communications Media Development Authority Act
2016 (the “IMDA Act”). Section 91(1) of the IMDA Act preserves the validity
of the Licence and deems the Licence as having been granted by the Authority
under Section 5 of the Act.

D.

The Licence is renewed, subject to the terms and conditions set out herein
which shall be referred to and taken by all parties concerned as the Licence.

Renewed on 1 February 2017

1

Period of Licence

1.1

The Licence is renewed on 1 February 2017 and shall be valid for a period of
fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 39 or terminated by the Licensee in accordance
with Condition 40 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the Services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the Services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the Services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

Renewed on 1 February 2017

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be
subject to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

Renewed on 1 February 2017

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the Systems as described in Schedule
A for the provision of the Services as described in Schedule B. The Licensee
shall not operate or provide any system or service not described in Schedules
A and B except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Renewed on 1 February 2017

PART II:

BASIC OBLIGATIONS OF LICENSEE

6

Public Emergency Call Services

6.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
7

Public Maritime Emergency Services

7.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

8

Co-operation with Civil/Public Bodies

8.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways for the
provision of national security and emergency services.

Renewed on 1 February 2017

9

Provision of Directory Enquiry Services

9.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.

9.2

The Authority reserves the right to direct the Licensee to provide directory
enquiry services for subscribers of other licensees.

10

Provision of Integrated Directories

10.1

The Authority reserves the right to direct the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

10.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

11

Integrated Directories and Directory Enquiry Services

11.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Renewed on 1 February 2017

PART III:

TECHNICAL OBLIGATIONS

12

Use of Telecommunication Equipment in the Systems

12.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 9 of the Act, submit for the Authority's approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part
of the Systems or which is to be connected to the Systems.

12.2

The Licensee shall seek the Authority's prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 9 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

13

Operation of Radio-communication Stations

13.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

13.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority's prior approval.

13.3

The height of the antenna of any radio-communication station comprised in the
Systems shall not exceed fifty (50) metres above mean sea level (“AMSL”).
Where necessary however, the Authority may grant conditional approval for
the Licensee to exceed the prescribed height level provided that the Licensee
shall take all necessary steps, at its own cost, to ensure that its network will not
cause interference to or receive interference from other authorised networks.

Renewed on 1 February 2017

14

Use of Radio Frequencies

14.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

14.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

15

Assignment of Numbers

15.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers allocated
are efficiently utilised.

15.2

Any telephone number(s) assigned to the Licensee is the property of the
Authority and the Licensee shall have no proprietary right to the telephone
number(s) assigned. The Licensee shall take the necessary steps to ensure that
the number(s) allocated is efficiently utilised.

15.3

The Authority reserves the right to alter and/or reallocate any telephone
number(s) given to the Licensee at any time, upon written notice, without being
liable for any loss or inconvenience directly or indirectly attributable to the
alteration or reallocation of such telephone number(s).

Renewed on 1 February 2017

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
16

Requirement to Provide Access

16.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

16.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

16.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

17

Connection to Other Systems

17.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

17.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 17.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Renewed on 1 February 2017

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

17.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

18

Arrangements for Connection to Systems

18.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

18.2

In this Condition, “Intellectual Property Rights” means, without prejudice to
its generality, the rights to patents, trademarks, designs, know-how and
copyright.

18.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

The Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

The Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

Renewed on 1 February 2017

(c)

The A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

19

Changes to Systems

19.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

19.2

Where the Authority considers that a change in the Systems referred to in
Condition 19.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes to its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

20

Infrastructure Sharing and Deployment

20.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

20.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the

Renewed on 1 February 2017

Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Renewed on 1 February 2017

PART V:

SERVICE OBLIGATIONS

21

Price Control/Tariffing Arrangements/Quality of Service Standards

21.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

21.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to The Authority for inspection.

21.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

22

Publication of Charges, Terms and Conditions and Other Information

22.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

23

Confidentiality of Subscriber Information

23.1

The Licensee shall respect and ensure the confidentiality of subscriber
information, especially for ex-directory numbers except under the following
circumstances:
(a)

where sharing of information with other licensee is necessary to detect,
prevent or investigate into fraud;

(b)

where disclosure is deemed necessary by the Authority or the relevant
law enforcement or security agencies to carry out their functions or
duties.

Renewed on 1 February 2017

PART VI:

OTHER OBLIGATIONS

24

Codes of Practice

24.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

25

Number Portability

25.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

25.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

26

Accounting Separation

26.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

27

Restriction on Undue Preference and Undue Discrimination

27.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Renewed on 1 February 2017

28

Restriction Against Anti-Competitive Arrangements

28.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

29

Restriction on Exclusive Arrangement for International Services

29.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

29.2

In this Condition, “Authorised Overseas System” means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

29.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation

30

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

30.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Renewed on 1 February 2017

30.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

30.3

If the Licensee fails to effect the necessary changes referred to in Condition
30.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

30.4

Nothing in Condition 30.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

31

Board Directorships and Management Appointments

31.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

32

Direction by the Authority

32.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

32.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 32.1.

Renewed on 1 February 2017

32.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive of the Authority. The Licensee shall further take all reasonable
precautions in dealing with the said directions so as to prevent any unauthorised
person from having access to the same.

33

Dispute Resolution

33.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

33.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

34

Provision of Information to the Authority

34.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

34.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 34.2 to the Authority for
inspection and verification.

Renewed on 1 February 2017

34.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 34.1, as
well as the fact that the Authority has requested for such document and/or
information.

34.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 34.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 34.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

35

Participation in Emergency Activities

35.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

35.2

The Licensee shall, unless expressively notified, keep in strict confidence
any information or document pertaining to Condition 35.1 as well as the fact
that the Authority has requested the Licensee to participate in such
emergency activities and preparations.

35.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

Renewed on 1 February 2017

36

International Obligations

36.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government's obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

36.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 36.1 applies
for its compliance.

Renewed on 1 February 2017

PART VII:

SUSPENSION, VARIATION AND TERMINATION

37

Penalty Framework for Breach of Licence Conditions

37.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 8 of the Act.

38

Variation of Terms of Licence

38.1

Pursuant to Section 7(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

39

Suspension/Cancellation

39.1

The Authority may, in any of the events specified in Section 8 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

40

Termination of Licence

40.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

40.2

No termination shall take effect until the Authority’s approval has been
obtained under Condition 40.1.

41

Rights upon Termination, Suspension or Cancellation

41.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
except that the Licensee shall not have the right to seek a refund of the licence
fee or any other fee paid in advance.

Renewed on 1 February 2017

42

Exceptions and Limitations on Obligations

42.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
43

Compliance with the Law

43.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

43.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other licences, permits or approvals that may be
required under any written law in force in Singapore.

44

Governing Law

44.1

This Licence shall be governed by and construed according to the law of
Singapore.

Renewed on 1 February 2017

45

Service of Notices

45.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority.

46

Severability

46.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 1 February 2002
Renewed on 1 February 2017

Director-General (Telecoms & Post),
Asst. CE (Connectivity & Competition Development)
Info-communications Media Development Authority

Renewed on 1 February 2017

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Renewed on 1 February 2017

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY VODAFONE ENTERPRISE GLOBAL NETWORK PTE
LTD

[Licensee specific details have been removed]

Renewed on 1 February 2017

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY VODAFONE ENTERPRISE GLOBAL NETWORK PTE LTD

[Licensee specific details have been removed]

Renewed on 1 February 2017

SCHEDULE C
(Where applicable)
SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale (“ISR”)
services operated under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR services. The allocation of the access code will be subject
to the availability of such codes and consideration for other usage. The
Licensee shall ensure that the access code allocated is used efficiently and
effectively.

3

Quality of Service

3.1

The Licensee shall comply with the following minimum Quality of Services
(“QoS”) standards for the international voice and/or data services provided:
(a)

At least 95% of calls should not have a post dialling delay of more than
25 seconds; and

(b)

At least 90% of calls made are able to seize a circuit.

Renewed on 1 February 2017

3.2

The Authority reserves the right to modify the above-mentioned standards
from time to time, and the Licensee shall comply with such modified
standards accordingly.

4

Service Registration

4.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 4.1 does not apply to
prepaid card services.

5

Call Barring Facilities

5.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call service.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LEASED CIRCUIT SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the customers declare, in writing, the usage
of the leased circuit and their compliance with all licensing and regulatory
conditions and requirements of the Authority. The Licensee shall terminate
its agreement with the customers if such customers are found to infringe any
term and condition of the Licence or any provision of the Act.

2

Registration of the Customers

2.1

The Licensee shall maintain a register containing records of the customers
and their particulars which shall be made available for inspection by the
Authority. The particulars should include the customer’s name, address,
Certificate of Incorporation of Business Registration Number and details of
the services provided, such as international leased circuit speeds and
destinations.

2.2

The register shall be kept at the Licensee’s premises for a period of not less
than twelve (12) months from the date of termination of the Services to the
customer.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a leased circuit reseller.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES
1

Electronic-mail Address Portability

1.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

2

Content

2.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

3

Publication of Information in Relation to Broadband Internet Access
Services

3.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION

1

Public Emergency Call Services

1.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying them of any emergency.

2

Number Portability

2.1

The Licensee shall implement number portability from commencement of
provision of the Service.

2.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

3

Prepaid SIM Cards

3.1

The Licensee shall comply with the following additional conditions for
distribution of prepaid SIM cards for sale to end-users:
(a)
(b)

Keep a register of all its retailers and the buyers of the prepaid cards;
and
Control the allocation of prepaid cards to the retailers based on actual
sales and activation.

Renewed on 1 February 2017

4

Registration of Customers of Prepaid SIM Cards

4.1

The Licensee shall work with the mobile operator whose networks it uses to
provide the Services to ensure the maintenance of a register containing
records of every customer that purchases the Licensee’s prepaid SIM cards
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the customers:
(a)

name, address and as applicable, NRIC number, 11B number, passport
number, work permit number, relevant pass number or business
registration number (or, where the customer is not located in Singapore,
the applicable identification details obtained through appropriate
documents that are recognised by the authorised establishments in the
country of purchase, shall be used instead);

(b)

mobile cellular number assigned to the customer; and

(c)

date of activation of the customer’s account.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of customers.

4.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the customer is in Singapore, require the production of the
customer’s identity card issued under the National Registration Act
(Cap. 201), the Singapore Armed Forces Act (Cap. 295), the Police
Force Act (Cap 235), the Civil Defence Act (Cap. 42), passport or the
following documentations as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass

Renewed on 1 February 2017

(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or
(b)

where the customer is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the customer through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the customer.

5

Registration of Retailers of Prepaid SIM Cards

5.1

The Licensee shall:

5.2

(a)

distribute its prepaid SIM cards only to its authorised retailers; and

(b)

allocate its prepaid SIM cards to such retailers based on actual sales
and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid SIM cards which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the retailer:
(a)

name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

contact telephone number(s) of the retailer; and

Renewed on 1 February 2017

(d)

prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

5.3

The Licensee shall ensure that the retailers selling its prepaid SIM cards
obtain the information and observe the requirements set out in Conditions
4.1, 4.2 and 4.3 of this Schedule. Where the Licensee’s retailer conducts inflight or overseas sales of the Licensee’s prepaid SIM cards, the Licensee
shall ensure that such retailer forwards the customer’s records to the
Licensee within seven (7) working days from the date of purchase.

5.4

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.5

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date on which the retailer
ceases to sell the Licensee’s prepaid SIM cards.

6

Access to the Registration Information

6.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the registers of customers and retailers of prepaid SIM cards
under Conditions 5 and 6 of this Schedule are in compliance with the
ISO/IEC 27002:2005 Code of Practice for Information Security
Management.

6.2

The Licensee shall maintain records of all access to the registers of
customers and retailers of prepaid SIM cards. The records shall include the
name, user ID and employer company of any person accessing the registers,
the date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

6.3

The records of access referred to in Condition 6.2 of this Schedule shall be
submitted to the Authority and/or authorised Singapore government agencies
for audit checks where required by the Authority and/or authorised Singapore
government agencies.

Renewed on 1 February 2017

6.4

The registers of customers and retailers of prepaid SIM cards shall reside in
Singapore. The Licensee shall not replicate or allow there to be any
replication of the registers of customers and retailers of prepaid SIM cards
without the prior written approval of the Authority.

6.5

The Authority reserves the right to require the Licensee to comply with any
other security requirements as necessary on the registers of customers and
retailers of prepaid SIM cards.

7

Service Registration for Post-Paid SIM Cards

7.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the Services provided through post-paid SIM cards and that the right
parties are being billed.

7.2

The Licensee shall maintain a register containing records of every subscriber
which shall be made available for inspection by authorised Singapore
government agencies. The register shall contain the following particulars of
the subscribers:
(a) name, date of birth, address and as applicable, NRIC number, 11B
number, passport number, work permit number or business registration
number;
(b)

mobile cellular number assigned to the subscriber; and

(c)

dates of activation and termination of the subscriber’s account.

7.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

Renewed on 1 February 2017

7.5

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) months from the date of termination of the Services to
the subscriber.

8

Minimum Age of Customers

8.1

The Licensee shall not provide the Services to any person below the age 15
years.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

There shall be no delay in starting the announcement or programme
when a call is connected;

(b)

Each of the live Audiotex services shall be assigned a different
telephone number;

(c)

There shall be no interruptions during the announcement or
programme; and

(d)

Such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Renewed on 1 February 2017

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Charges

3.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

3.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Renewed on 1 February 2017

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers for such services and assigning such numbers to
the Licensee’s customer (referred to in this Schedule as an “IP telephony
number”). Such services allow customers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

1.

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its customers whether the IP
Telephony services it provides may be used to contact the police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying such services of any emergency.

2.2

The Licensee shall not charge its customers for any use of the IP Telephony
services to contact the emergency services referred to in Condition 1.1 of this
Schedule.

2.3

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

Renewed on 1 February 2017

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name, address and, as applicable, NRIC number, passport number or
business registration number of the subscriber (or, where the subscriber
is not located in Singapore, the applicable identification details
obtained through appropriate documents that are recognised by the
authorised establishments in the country of purchase shall be used
instead.);

(b)

IP telephony number assigned to the subscriber;

(c)

Date of activation of the subscriber’s account;

(d)

Internet Service Provider account used by the subscriber to access the
Licensee’s IP Telephony Service where applicable; and

(e)

Media Access Control (“MAC”) / Internet Protocol (“IP”) address
where applicable.

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:

Renewed on 1 February 2017

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of termination of
the Services to the subscriber.

4.5

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Licensee’s IP Telephony Services which are
operated and/or provided in Singapore.

4.6

All CDRs shall be kept by the Licensee in Singapore for a period of not less
than twelve (12) months.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore (or,
where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead.);

(b)

Contact telephone number(s) of the retailer; and

Renewed on 1 February 2017

(c)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept at the Licensee’s premises for a
period of not less than twelve (12) months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Provision of Directory Enquiry Services

6.1

The Authority reserves the right to require the Licensee to do the following:
(a)

to provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides the
Services; and

(b)

to provide directory enquiry services for subscribers of other licensees,

and the Licensee shall comply with such requirements imposed.
7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 6.2 to 6.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, “Fixed Network Telecommunication
Services” means fixed line basic telephony services associated with number
level “6”.

Renewed on 1 February 2017

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enable the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services, may at any time and without charge, contact the
relevant police emergency service (namely 999 or its substitute
number), the fire and ambulance services (namely 995 or its substitute
number) and any other national emergency services which the Minister
may from time to time designate to be provided by operators of Fixed
Network Telecommunication Services, for the purpose of notifying
them of any emergency.

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic customers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(b)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

Renewed on 1 February 2017

7.7

7.8

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Renewed on 1 February 2017

"
81,30df4baa0f306900373d4d2856d1b42da284c2d8,Xenith IG Singapore Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees/-/media/Imda/Files/Regulation-Licensing-and-Consultations/Licensing/Licensees/FBO/Xenith-FBO-Licence-redacted.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO XENITH IG SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 11 APRIL 2022

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems

Issued on 11 April 2022

20.
21.
22.

Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation

Issued on 11 April 2022

44.
45.
46.
47.
48.

Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS TO BE ESTABLISHED BY XENITH IG
SINGAPORE PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES TO BE PROVIDED BY XENITH IG
SINGAPORE PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 11 April 2022

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO XENITH IG SINGAPORE PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to
Xenith IG Singapore Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –

Issued on 11 April 2022

(a)

a minimum sum of $80,000;

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

Issued on 11 April 2022

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,

Issued on 11 April 2022

quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.
6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 11 April 2022

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the

Issued on 11 April 2022

Licensee to obtain the Authority’s prior written approval on any charges it
intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 11 April 2022

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

Issued on 11 April 2022

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be
provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.

15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 11 April 2022

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

Issued on 11 April 2022

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system

Issued on 11 April 2022

which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.
20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

Issued on 11 April 2022

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 11 April 2022

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 11 April 2022

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 11 April 2022

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

Issued on 11 April 2022

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence

Issued on 11 April 2022

disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.
35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

Issued on 11 April 2022

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the
Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

Issued on 11 April 2022

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 11 April 2022

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 11 April 2022

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 11 April 2022

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

Issued on 11 April 2022

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee’s
registered address as lodged with the Accounting and Corporate Regulatory
Authority or by electronic mail to the Licensee’s electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 11 April 2022

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 11 April 2022

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 11 April 2022

SCHEDULE A

DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY XENITH IG SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 11 April 2022

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY XENITH IG SINGAPORE PTE LTD

[Licensee specific details have been removed]

Issued on 11 April 2022

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

Issued on 11 April 2022

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)
3.3

Equipment ID (where applicable).

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

Issued on 11 April 2022

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.

5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 11 April 2022

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 11 April 2022

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

Issued on 11 April 2022

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:

6.2

(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

Issued on 11 April 2022

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.

Issued on 11 April 2022

7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 11 April 2022

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 11 April 2022

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 11 April 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 11 April 2022

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:
(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number 1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

1 The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 11 April 2022

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

5.4

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

Issued on 11 April 2022

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

6.3

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure

Issued on 11 April 2022

that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.
6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 11 April 2022

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):

(h)

(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:

Issued on 11 April 2022

(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the

Issued on 11 April 2022

date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.
9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

Issued on 11 April 2022

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:

Issued on 11 April 2022

(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:

6.2

(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

Issued on 11 April 2022

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

Issued on 11 April 2022

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 11 April 2022

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 11 April 2022

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 11 April 2022

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 11 April 2022

"
82,704a48de56890f16f8726b4ec84461ec2f90434b,YTL Communications (S) Pte Ltd,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/ytl-communications.pdf,1626,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO YTL COMMUNICATIONS (S) PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 9 JANUARY 2023

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

PART IV:
17.
18.
19.
20.
21.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

ACCESS AND INTERCONNECTION OBLIGATIONS

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment

Issued on 9 January 2023

22.

Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.
41.
42.
43.
44.
45.
46.
47.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence
Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices

Issued on 9 January 2023

48.

Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

- DESCRIPTION OF THE TELECOMMUNICATION
SYSTEMS
TO
BE
ESTABLISHED
BY
YTL
COMMUNICATIONS (S) PTE LTD

SCHEDULE B

- DESCRIPTION OF THE TELECOMMUNICATION
SERVICES
TO
BE
PROVIDED
BY
YTL
COMMUNICATIONS (S) PTE LTD

SCHEDULE C

- SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

- PERFORMANCE BOND

Issued on 9 January 2023

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO YTL COMMUNICATIONS (S) PTE LTD UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
Info-communications Media Development Authority (hereinafter referred to as the
“Authority”), in exercise of the powers conferred on it under Section 5 of the
Telecommunications Act 1999 (hereinafter referred to as “the Act”) hereby grants to YTL
Communications (S) Pte Ltd (hereinafter referred to as “the Licensee”) a licence
(hereinafter referred to as “the Licence”) to establish, install and maintain the
telecommunication systems and to operate and provide the telecommunication services as
specified in the Licence. For the avoidance of doubt, all terms and conditions herein and
in the Schedules annexed hereto, shall be collectively referred to and taken by all parties
concerned as the Licence.

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a
period of fifteen (15) years, unless suspended or cancelled by the Authority in
accordance with Condition 41 or terminated by the Licensee in accordance
with Condition 42 of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit
and subject to such terms and conditions as may be specified by the Authority
under Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services
during the Licensee’s financial year. The annual fee payable shall be the total
of –
(a)

a minimum sum of $80,000;

Issued on 9 January 2023

(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision
of the services during the Licensee’s financial year that is more than $50
million up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $100
million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence
is terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall
be payable by the Licensee within two (2) weeks of the grant of the Licence
and shall be adjusted at the end of the Licensee’s financial year based on the
Licensee’s audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available
audited AGTO, shall be paid in advance on the first day of the Licensee’s
financial year, subject to the minimum fee of $80,000 and subject to adjustment
when more recent audited AGTO are available.

2.5

In the event of a default by the Licensee in the payment of any fee when due
under the Licence, the Licensee shall pay to the Authority interest on the
amount from time to time outstanding in respect of the overdue sum for the
period beginning on (and including) its due date and ending on (and excluding)
the date of its receipt in full by the Authority, which interest shall accrue from
day to day and shall be calculated on the basis of the actual number of days
elapsed and a three hundred and sixty-five (365) day year. The applicable rate
of interest shall be the average of the prevailing prime lending rates of the banks
and finance companies quoted and published by the Monetary Authority of
Singapore. For the avoidance of doubt, the Licensee shall continue to be subject
to its obligations under the Licence and shall not be released from such
obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not
later than six (6) months after the end of each financial year.

Issued on 9 January 2023

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a
continuing obligation to submit the same immediately notwithstanding any
penalties imposed by the Authority for breach of Condition 2.6 or this
Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person
or persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule
A (herein referred to as the “Systems”), for the provision of the services as
described in Schedule B (herein referred to as the “Services”), subject to the
specific terms and conditions set out in Schedule C. The Licensee shall not
operate or provide any system or service not described in Schedules A and B
except with the prior approval of the Authority.

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority
such technical and/or non-technical information as may be required by the
Authority within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services,
quality of service standards, pricing and service provisioning schemes, and any
other commitments as submitted to the Authority in its licence application.

Issued on 9 January 2023

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the
obligations of the Licensee under Schedule D in the form of a Banker’s
Guarantee made in favour of the Authority. The Authority will specify in detail
the terms and conditions of the performance bond for the Licensee based on
the Licensee’s application commitments and any additional terms and
conditions deemed necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence
by any breach or forfeiture of the performance bond.

Issued on 9 January 2023

PART II:

BASIC OBLIGATIONS OF LICENSEE

7

Public Emergency Call Services

7.1

The Licensee shall ensure that
(a)

any person through customer premises equipment; and

(b)

any person through its public payphones

may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.
8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is
possible for any person to contact at any time and without charge, distress,
urgency and safety services for shipping for the purpose of notifying them of
an emergency and shall, subject to fair and proper payment by the relevant
Government ministry, department, statutory board or official agency, provide
the necessary facilities for distress, urgency and safety services in accordance
with the Radio Regulations of the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to
support national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an
integrated customer database. The Authority reserves the right to require the
Licensee to obtain the Authority’s prior written approval on any charges it

Issued on 9 January 2023

intends to levy for the provision of the directory enquiry services and the
Licensee shall comply with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall be
determined by the Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees
free-of-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 9 January 2023

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with
Section 11 of the Act, submit for the Authority’s approval all
telecommunication infrastructure, technology and any telecommunication
equipment which is part of the Systems or which is to be connected to the
Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for
any other telecommunication equipment to be used in the operation of the
Systems for which the approval has not been granted under Section 11 of the
Act, whether such other equipment is in addition to or intended to replace the
existing equipment or part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the
Telecommunications (Radio-communication) Regulations for the operation of
any radio-communication stations comprised in the Systems and shall abide by
any conditions imposed thereunder, including the payment of station licence
fees and frequency fees for the allocation and management of frequencies by
the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing
for the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority and the relevant authorities on the
height of the antenna of any radio-communication station comprised in the
Systems.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Issued on 9 January 2023

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems
is safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected
from interference that may be caused by networks operating in the same band
or in other bands.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and
the Authority’s framework and guidelines on the usage, allocation and
assignment of numbers. The Licensee shall, in its submission to the Authority,
justify the use of numbers and shall, subject to payment of the required fees for
Golden Numbers, be provided with the necessary numbers to enable the
effective and efficient operation of the Systems and provision of the Services.
The Licensee shall take all necessary steps to ensure that the numbers assigned
are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and
the Licensee shall have no proprietary right to any of the number(s) assigned.
The Licensee shall take all necessary steps to ensure that the number(s)
assigned is efficiently utilised.

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given
to the Licensee at any time, upon written notice, without being liable for any
loss or inconvenience directly or indirectly attributable to the alteration or
reallocation of such number(s).

Issued on 9 January 2023

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide
telecommunication services in Singapore through or with the use of the
Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time
to time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed
by the Authority which systems also meet any other requirements, which
the Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse
to connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing
by the Authority; or

(b)

no longer meets the requirements for approval or licensing by the
Authority, in respect of which the Authority has issued a notice to that
effect to the person who has under his control such equipment or system.

Issued on 9 January 2023

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the
Licensee and the owner or operator of the equipment or system except in so far
as the conditions are prescribed in the Act or in this Licence. In the event that
the parties cannot reach an agreement, the matter shall be determined by the
Authority, whose decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other
than those set by the Authority. In particular, the Licensee shall not, except
where the Authority is satisfied that it is reasonable, exercise any Intellectual
Property Rights which it owns or is licensed to use in a manner which prevents
or inhibits the connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical
requirements and safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the
original calling party and the original calling party Calling Line
Identity shall be passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate
the access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message
on the ITU-T Signalling System Number 7 ISDN User Part signalling
should be set to the value “1” to identify an international incoming call
for systems inter-working. Where the Licensee operates a system
which does not support ITU-T Signalling System Number 7 signalling,
then the Licensee shall route such international incoming calls on
specified circuits.

Issued on 9 January 2023

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all
parties affected of any changes it intends to implement in the specification or
performance of the Systems which would require changes to any equipment or
systems connected to the Systems or which would have the effect of making
such connections inoperable. The period of notice given shall be appropriate
to the likely impact on the parties affected and on connected equipment or
systems and shall be decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in
Condition 20.1 would cause another person licensed to provide
telecommunication services in Singapore to make major changes in its own
systems in order to connect its systems to the Systems, and notifies the
Licensee thereof, the Licensee shall obtain the prior approval of the Authority
before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities
sharing and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share
infrastructure with other licensees in designated areas in the national and/or
public interest or otherwise, the Authority shall inform the licensees
accordingly so that licensees can make the necessary arrangements before
submitting their infrastructure sharing plans to the Authority for approval. The
Licensee shall share infrastructure whenever and wherever mandated by the
Authority in accordance with the framework for facilities sharing and
deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the
relevant authorities on its underground telecommunication systems in
Singapore, including the provision of information on such systems in the
format specified by the authorities.

Issued on 9 January 2023

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and
Quality of Service Standards for the Services provided by the Licensee with
which the Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these
data and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of
Services and price schemes with the Authority before commercial launch or
announcement of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial
and technical services, and such other information as the Authority may require
the Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information,
especially for ex-directory numbers, and comply with any codes of practice or
guidelines issued by the Authority in relation to the use of subscriber
information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 9 January 2023

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority
as well as any additional or supplemental guidelines, which the Authority may
issue from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of
service subject to the Authority’s number portability requirements and
charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and
guidelines established by the Authority on number portability to be
implemented by the Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set
out in the Accounting Separation Guidelines established by the Authority, and
any additional or supplemental guidelines issued by the Authority from time to
time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and
conditions under which the Services are provided. In particular, the Licensee
shall not give any undue preference to, or receive an unfair advantage from, a
business carried on by it or an associated or affiliated company, service or
person, if the Authority is of the opinion that the Licensee’s competitor could
be placed at a significant competitive disadvantage or that competition would
be prevented or substantially restricted.

Issued on 9 January 2023

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether
legally enforceable or not, which shall in any way prevent or restrict
competition in relation to the operation of the Systems or provision of the
Services by the Licensee or any other telecommunication system and/or
services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person
licensed by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country
as authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the
international settlement regime and seek the Authority’s endorsement and/or
approval to the arrangements reached with other licensees, before
implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract
or arrangement with a third party, the effect or purported effect of which would
be to permit a person who is not originally a party to this Licence to share in
the benefits of, or otherwise gain any rights or privileges under this Licence, or
which would otherwise result in a breach or circumvention of Condition 3.1,
the Licensee shall seek the Authority’s approval for the joint venture,
association, contract or arrangement in question.

32.2

The Authority may direct at any time the Licensee to effect any changes it
deems necessary in the terms and conditions of the joint venture, association,
contract or arrangement referred to above.

Issued on 9 January 2023

32.3

If the Licensee fails to effect the necessary changes referred to in Condition
32.2, the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to
obtain the approval of the Authority for the appointment of agents or for the
employment of independent contractors or sub-contractors to carry out any
works or provide any services which enable the Licensee to discharge its duties
and obligations under this Licence provided that the Licensee shall be liable to
the Authority for any act, omission, default, neglect or otherwise of the agents
and independent contractors or sub-contractors in carrying out any such works
or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1)
month in advance of any change in the appointment of its Chairman, Board
of Directors or Chief Executive Officer and shall for this purpose provide the
Authority with the details of any such change and any further information
requested by the Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence
disclose or permit the disclosure of any of the said directions to any person not
authorised to receive the same without the prior written consent of the Chief
Executive Officer of the Authority. The Licensee shall further take all
reasonable precautions in dealing with the said directions so as to prevent any
unauthorised person from having access to the same.

Issued on 9 January 2023

35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees
on matters relating to the requirements of this Licence or the Act, the matter
shall be determined by the Authority whose decision shall be binding on all
parties concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this
respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice
or direction require. The Licensee undertakes to the Authority that any such
document and information provided to the Authority shall be true, accurate and
complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions
of the Licence, the Authority may from time to time require the Licensee to
arrange at its own expense, for a separate and independent audit of its
activities. The Licensee shall, at the Authority’s request, submit the audited
accounts and reports prepared under this Condition 36.2 to the Authority for
inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as
well as the fact that the Authority has requested for such document and/or
information.

36.4

The Authority may use and disclose any such document or information
provided to the Authority pursuant to Condition 36.1 as the Authority deems
fit. Where the Authority proposes to disclose any document or information
obtained pursuant to Condition 36.1 and the Authority considers that the
disclosure would result in the release of information concerning the business,
commercial or financial affairs of the Licensee or which disclosure would or
could reasonably be expected to adversely affect the Licensee’s lawful
business, commercial or financial affairs, the Authority will give the

Issued on 9 January 2023

Licensee a reasonable opportunity to make representations on the proposed
disclosure before the Authority makes a final decision on whether to disclose
the information.
37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other
relevant agencies, organisations and Government ministries and
departments, in accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict
confidence any information or document pertaining to Condition 37.1 as
well as the fact that the Authority has requested the Licensee to participate
in such emergency activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and
non-technical information as may be required by the Authority, at least one
(1) month before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 9 January 2023

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose
a financial penalty on the Licensee in accordance with Section 10 of the Act.
The Authority may also forfeit any monies payable under the performance
bond as stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of
the terms of this Licence by giving the Licensee at least one (1) month’s notice
in writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by
notice in writing given to the Licensee, suspend or cancel the Licence in whole
or in part, or impose a financial penalty in such amounts the Authority thinks
fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its
operation of the Systems or the provision of any of the Services, the Licensee
shall seek the Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the
migration of its customers to suitable alternatives so as to minimise any service
disruption that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under
Condition 42.1 and the Licensee has satisfactorily met the Authority’s
requirements, if any, to which the Authority’s approval is made subject to.

Issued on 9 January 2023

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to
seek a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in
this Licence if and to the extent that the Authority is satisfied that it is prevented
from complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines
that reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or
international organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by
it of reasonable diligence and foresight, the Licensee was unable to
prevent or overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with
all reasonable speed the factor(s) preventing the carrying out of its obligations
and shall resume the performance of its obligations as soon as the factor(s)
which prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication)
Regulations, the International Telecommunication Convention and any other
treaty or convention to which Singapore is a party.

Issued on 9 January 2023

CONFIDENTIAL

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of
Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have
been given if sent by hand or pre-paid post or by facsimile to the Licensee s
registered address as lodged with the Accounting and Corporate Regulatory
Authority
electronic mail address as
stated in its licence application to the Authority, or such other electronic mail
address as notified to the Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable
or illegal for any reason, the remainder of the Licence shall remain in full force
in every respect.

Issued on 3 January 2023

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 3 January 2023

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 9 January 2023

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY YTL COMMUNICATIONS (S) PTE LTD

[Licensee specific details have been removed]

Issued on 9 January 2023

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY YTL COMMUNICATIONS (S) PTE LTD

[Licensee specific details have been removed]

Issued on 9 January 2023

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Issued on 9 January 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,

Issued on 9 January 2023

regardless of whether the consumer is a subscriber of any service provided
by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.
5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.
The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

2.4

An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)
standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.
1

Issued on 9 January 2023

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

Issued on 9 January 2023

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Issued on 9 January 2023

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 9 January 2023

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

Issued on 9 January 2023

7.6

7.7

7.8

The Licensee shall:
(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.
The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

1.5

Issued on 9 January 2023

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

Issued on 9 January 2023

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 9 January 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MOBILE VIRTUAL NETWORK OPERATION
1

Scope of Services

1.1

The Licence enables the Licensee to operate as a Mobile Virtual Network
Operator (“MVNO”). An MVNO is an operator who provides mobile
subscription and call services to its customers with no allocation of spectrum.
The MVNO must use part of the networks of a mobile operator licensed by
the Authority as a Facilities-Based Operator (“FBO”) to originate and deliver
its customers’ calls. The MVNO must pay such FBO for the use of the
network and/or the essential radio segment of the network(s).

2

Public Emergency Call Services

2.1

The Licensee shall ensure that any person through functioning mobile
terminal equipment may at any time and without charge, contact the relevant
police service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate, for
the purpose of notifying the relevant services of any emergency.

3

Number Portability

3.1

The Licensee shall implement number portability from commencement of
provision of the Service.

3.2

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability.

Issued on 9 January 2023

4

Minimum Age of Subscribers for Prepaid Service

4.1

The Licensee shall not provide the prepaid Service to any person below 15
years of age.

5

Registration of Subscribers of Prepaid Service

5.1

The Licensee shall maintain a register containing records of its prepaid
subscribers (“Register of Prepaid Subscribers”) and their particulars which
shall be made available for inspection by authorised Singapore government
agencies. The Register of Prepaid Subscribers shall contain the following
particulars of the subscribers:

1

(a)

Name;

(b)

Address;

(c)

Identity Number (as applicable, NRIC number, 11B number, passport
number, FIN, work permit number, or relevant pass number1 of the
subscriber and business registration number of the company for
corporate customer);

(d)

Contact Information (landline number, mobile number, or email
address);

(e)

Service Period (start and end date for each type of service);

(f)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

(ii)

Assigned Client IP address and User ID/User Name (where
applicable); and

The relevant pass number refers to the nine additional documents spelt out in Condition 5.3(a).

Issued on 9 January 2023

(g)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber purchases the prepaid Service(s) in Singapore,
require the production of the subscriber’s identity card issued under the
National Registration Act (Cap. 201), the Singapore Armed Forces Act
(Cap. 295), the Police Force Act (Cap. 235), the Civil Defence Act
(Cap. 42), passport or the following documentation as applicable:
(i) S Pass
(ii) Employment Pass
(iii) EntrePass
(iv) Training Employment Pass
(v) Personalised Employment Pass
(vi) Work Holiday Pass
(vii) Dependant’s Pass
(viii) Long Term Pass
(ix) Student’s Pass
and make and keep a photocopy of such evidence of identity; or

(b)

where the subscriber purchases the prepaid Service(s) outside of
Singapore, the Licensee shall use its best efforts to verify the identity
of the subscriber through appropriate documents that are recognised by
the authorised establishments in the country of purchase.

5.4

The Register of Prepaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Services to the subscriber.

5.5

The Licensee shall not sell more than the prescribed limit of the prepaid
Service to a subscriber.

Issued on 9 January 2023

6

Registration of Retailers of Prepaid Service

6.1

The Licensee shall:

6.2

(a)

only allow its authorised retailers to sell its prepaid Service; and

(b)

allocate its prepaid Service to its authorised retailers based on actual
sales and activation.

The Licensee shall maintain a register containing records of every retailer of
its prepaid Service (the “Register of Prepaid Retailers”), which shall be made
available for inspection by authorised Singapore government agencies. The
Register of Prepaid Retailers shall contain the following particulars of the
retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

(d)

Prepaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

6.3

The Licensee shall ensure that the retailers selling its prepaid Service obtain
the information and observe the requirements set out in Conditions 5.1, 5.2
and 5.3 of this Schedule. Where the Licensee’s retailer conducts in-flight or
overseas sales of the Licensee’s prepaid Service, the Licensee shall ensure
that such retailer forwards the subscriber’s records to the Licensee within
seven (7) working days from the date of purchase.

6.4

The Authority reserves the right to require the Licensee to record any other
details in the Register of Prepaid Retailers.

Issued on 9 January 2023

6.5

The Register of Prepaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s prepaid Service.

7

Registration of Subscribers of Postpaid Service

7.1

The Licensee shall provide procedures for postpaid Service application or
registration before any postpaid Service activation to ensure that subscribers
are properly signed up for the postpaid Service and that the right parties are
being billed.

7.2

The Licensee shall maintain a register containing records of its postpaid
subscribers (the “Register of Postpaid Subscribers”) and their particulars
which shall be made available for inspection by authorised Singapore
government agencies. The Register of Postpaid Subscribers shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, 11B number, FIN, or
passport number of the subscriber and business registration number of
the company for corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Type(s):
(i)

Service ID (e.g., International Mobile Subscriber Identity
(“IMSI”) numbers and Mobile Subscriber Integrated Services
Digital Network assigned to the subscriber);

Issued on 9 January 2023

(ii)

(h)

Assigned Client IP address and User ID/User Name (where
applicable); and

Equipment ID (where applicable).

7.3

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Subscribers.

7.4

Before recording the particulars referred to in Condition 7.2 of this Schedule,
the Licensee shall require the production of the subscriber’s identity card
issued under the National Registration Act (Cap. 201), the Singapore Armed
Forces Act (Cap. 295), the Police Force Act (Cap. 235), the Civil Defence
Act (Cap. 42), passport or Employment Pass as applicable and make and
keep a photocopy of such evidence of identity.

7.5

The Register of Postpaid Subscribers shall be kept by the Licensee for a
period of not less than twelve (12) calendar months from the date of
termination of the Service to the subscriber.

8

Registration of Retailers of Postpaid Service

8.1

The Licensee shall maintain a register containing records of every retailer of
its postpaid Service (the “Register of Postpaid Retailers”) which shall be
made available for inspection by authorised Singapore government agencies.
The Register of Postpaid Retailers shall contain the following particulars of
the retailer:
(a)

Name, business address and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead;

(c)

Contact telephone number(s) of the retailer; and

Issued on 9 January 2023

(d)

Postpaid cellular mobile number accounts allocated by the Licensee to
the retailer for sale.

8.2

The Authority reserves the right to require the Licensee to record any other
details in the Register of Postpaid Retailers.

8.3

The Register of Postpaid Retailers shall be kept by the Licensee for a period
of not less than twelve (12) calendar months from the date on which the
retailer ceases to sell the Licensee’s postpaid Service.

9

Access to the Registration Information

9.1

The Licensee shall ensure that all electronic systems (including systems used
by its authorised retailers) connected to and used for the purposes of
maintaining the the Register of Prepaid Subscribers and Register of Prepaid
Retailers under Conditions 5 and 6 of this Schedule, and the Register of
Postpaid Subscribers and Register of Postpaid Retailers under Conditions 7
and 8 of this Schedule, are in compliance with the ISO/IEC 27002:2013
Code of Practice for Information Security Controls including all
amendments and revisions thereto from time to time in force.

9.2

The Licensee shall maintain records of all access by any persons to the
Register of Prepaid Subscribers, Register of Prepaid Retailers, Register of
Postpaid Subscribers and Register of Postpaid Retailers (“Records of
Access”), where applicable. The Records of Access shall include the name,
user ID and employer company of any person accessing the registers, the
date and time of each incidence of access by such person, and any other
information which the Authority may require the Licensee to include from
time to time.

9.3

The Records of Access shall be submitted to authorised Singapore
government agencies for audit checks where required by the authorised
Singapore government agencies.

9.4

The Authority reserves the right to require the Licensee to comply with any
other security requirements relating to the Register of Prepaid Subscribers,
Register of Prepaid Retailers, Register of Postpaid Subscribers and Register
of Postpaid Retailers.

Issued on 9 January 2023

10

Termination of Service

10.1

In the event that the Licensee fails to comply with Conditions 4.1 and 5.5 for
prepaid Service, in respect of any subscriber, the Licensee shall as soon as
practicable, terminate the prepaid Service to that subscriber, where
applicable, within fourteen (14) days of the sale of the prepaid Service,
and/or after giving reasonable notice to the subscriber via Short Message
Service (“SMS”) or other suitable means. The foregoing shall be without
prejudice to the Authority’s right to take enforcement action against the
Licensee for failing to comply with the said conditions.

11

Data Retention Requirements

11.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 9 January 2023

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 9 January 2023

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

Issued on 9 January 2023

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)
(g)

Service Period (start and end date for each type of service);
Service Types:

Issued on 9 January 2023

(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 9 January 2023

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 9 January 2023

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 9 January 2023

SCHEDULE D

PERFORMANCE BOND

[Licensee specific details have been removed]

Issued on 9 January 2023

"
83,7ba81f6f30ad5257ce28078fcab50207f9ad7a97,Hawaiki Nui (Singapore) Pte. Ltd.,https://www.imda.gov.sg/regulations-and-licences/licensing/list-of-telecommunication-and-postal-service-licensees//-/media/imda/files/regulation-licensing-and-consultations/licensing/licensees/fbo/5-hawaiki-nui-fbo-licence-redacted.pdf,1628,"LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO HAWAIKI NUI (SINGAPORE) PTE. LTD. UNDER SECTION 5 OF THE
TELECOMMUNICATIONS ACT 1999

ISSUED ON 31 JULY 2024

TABLE OF CONTENTS

PART I:
1.
2.
3.
4.
5.
6.

Period of Licence
Payment of Licence Fee
Licence is not Transferable
Description of Systems and Services
Licence Application Proposals
Performance Bond

PART II:
7.
8.
9.
10.
11.
12.

BASIC OBLIGATIONS OF LICENSEE

Public Emergency Call Services
Public Maritime Emergency Services
Co-operation with Civil/Public Bodies
Provision of Directory Enquiry Services
Provision of Integrated Directories
Integrated Directories and Directory Enquiry Services

PART III:
13.
14.
15.
16.

THE LICENCE

TECHNICAL OBLIGATIONS

Use of Telecommunication Equipment in the Systems
Operation of Radio-communication Stations
Use of Radio Frequencies
Assignment of Numbers

Issued on 31 July 2024

PART IV:
17.
18.
19.
20.
21.
22.

Requirement to Provide Access
Connection to Other Systems
Arrangements for Connection to Systems
Changes to Systems
Infrastructure Sharing and Deployment
Requirement for Underground Telecommunication Systems

PART V:
23.
24.
25.

33.
34.
35.
36.
37.
38.

SERVICE OBLIGATIONS

Price Control/Tariffing Arrangements/Quality of Service Standards
Publication of Charges, Terms and Conditions and Other Information
Confidentiality of Subscriber Information

PART VI:
26.
27.
28.
29.
30.
31.
32.

ACCESS AND INTERCONNECTION OBLIGATIONS

OTHER OBLIGATIONS

Codes of Practice and Advisory Guidelines
Number Portability
Accounting Separation
Restriction on Undue Preference and Undue Discrimination
Restriction Against Anti-Competitive Arrangements
Restriction on Exclusive Arrangement for International Services
Contracts with Third Parties to Operate or Provide Licensed Systems or
Services
Board Directorship and Management Appointments
Direction by the Authority
Dispute Resolution
Provision of Information to the Authority
Participation in Emergency Activities
International Obligations

PART VII: SUSPENSION, VARIATION AND TERMINATION
39.
40.

Penalty Framework for Breach of Licence Conditions
Variation of Terms of Licence

Issued on 31 July 2024

41.
42.
43.
44.
45.
46.
47.
48.

Suspension/Cancellation
Termination of Licence or Cessation of Systems or Services
Rights upon Termination, Suspension or Cancellation
Exceptions and Limitations on Obligations
Compliance with the Law
Governing Law
Service of Notices
Severability

SCHEDULE OF INTERPRETATION
SCHEDULE A

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED
BY
HAWAIKI
NUI
(SINGAPORE) PTE. LTD.

SCHEDULE B

-

DESCRIPTION
OF
THE
TELECOMMUNICATION SERVICES TO BE
PROVIDED BY HAWAIKI NUI (SINGAPORE)
PTE. LTD.

SCHEDULE C

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SPECIFIC TERMS AND CONDITIONS

SCHEDULE D

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PERFORMANCE BOND

Issued on 31 July 2024

LICENCE TO PROVIDE
FACILITIES-BASED OPERATIONS GRANTED BY
THE INFO-COMMUNICATIONS MEDIA DEVELOPMENT AUTHORITY
TO HAWAIKI NUI (SINGAPORE) PTE. LTD. UNDER SECTION 5
OF THE TELECOMMUNICATIONS ACT 1999

PART I: THE LICENCE
A.

Info-communications Media Development Authority (hereinafter referred to
as the “Authority”), in exercise of the powers conferred on it under Section 5
of the Telecommunications Act 1999 (hereinafter referred to as “the Act”)
hereby grants to Hawaiki Nui (Singapore) Pte. Ltd. (hereinafter referred to as
“the Licensee”) a licence (hereinafter referred to as “the Licence”) to establish,
install and maintain the telecommunication systems and to operate and provide
the telecommunication services as specified in the Licence. For the avoidance
of doubt, all terms and conditions herein and in the Schedules annexed hereto,
shall be collectively referred to and taken by all parties concerned as the
Licence.

Issued on 31 July 2024

1

Period of Licence

1.1

The Licence shall enter into force on the date hereof and shall be valid for a period
of fifteen (15) years, unless suspended or cancelled by the Authority in accordance
with Condition 41 or terminated by the Licensee in accordance with Condition 42
of this Licence.

1.2

The Licence may be further renewed for such period as the Authority thinks fit and
subject to such terms and conditions as may be specified by the Authority under
Section 5 of the Act.

2

Payment of Licence Fee

2.1

The Licensee shall pay to the Authority an annual fee which is based on the
audited annual gross turnover (“AGTO”) for the provision of the services during
the Licensee’s financial year. The annual fee payable shall be the total of –
(a) a minimum sum of $80,000;
(b)

0.8% of such amount of the Licensee’s audited AGTO for the provision of
the services during the Licensee’s financial year that is more than $50 million
up to $100 million; and

(c)

1% of such amount of the Licensee’s audited AGTO for the provision of the
services during the Licensee’s financial year that is more than $100 million.

2.2

The licence fees payable under Condition 2.1 shall be forfeited if the Licence is
terminated or cancelled at any time during the term of the Licence.

2.3

For the first year of operation, the minimum annual licence fee of $80,000 shall be
payable by the Licensee within two (2) weeks of the grant of the Licence and shall
be adjusted at the end of the Licensee’s financial year based on the Licensee’s
audited AGTO submitted to the Authority.

2.4

For the subsequent years, the annual licence fee based on the last available audited
AGTO, shall be paid in advance on the first day of the Licensee’s financial year,
subject to the minimum fee of $80,000 and subject to adjustment when more recent
audited AGTO are available.

Issued on 31 July 2024

2.5

In the event of a default by the Licensee in the payment of any fee when due under
the Licence, the Licensee shall pay to the Authority interest on the amount from
time to time outstanding in respect of the overdue sum for the period beginning on
(and including) its due date and ending on (and excluding) the date of its receipt in
full by the Authority, which interest shall accrue from day to day and shall be
calculated on the basis of the actual number of days elapsed and a three hundred
and sixty-five (365) day year. The applicable rate of interest shall be the average of
the prevailing prime lending rates of the banks and finance companies quoted and
published by the Monetary Authority of Singapore. For the avoidance of doubt, the
Licensee shall continue to be subject to its obligations under the Licence and shall
not be released from such obligations by reason of any late payment of licence fee.

2.6

The Licensee shall submit to the Authority an audited AGTO statement, not later
than six (6) months after the end of each financial year.

2.7

In the event that the Licensee fails to submit its audited AGTO statement within
the timeframe stipulated in Condition 2.6, the Licensee shall be under a continuing
obligation to submit the same immediately notwithstanding any penalties
imposed by the Authority for breach of Condition 2.6 or this Condition 2.7.

3

Licence is not Transferable

3.1

The Licensee shall not assign, transfer, sublet or otherwise dispose of its rights,
duties, liabilities, obligations and privileges under this Licence to any person or
persons except with the prior approval of the Authority.

3.2

Any such approval shall be given subject to terms and conditions, which the
Authority at its discretion may impose.

4

Description of Systems and Services

4.1

The Licensee shall maintain and operate the systems as described in Schedule A
(herein referred to as the “Systems”), for the provision of the services as described
in Schedule B (herein referred to as the “Services”), subject to the specific terms
and conditions set out in Schedule C. The Licensee shall not operate or provide any
system or service not described in Schedules A and B except with the prior
approval of the Authority.

Issued on 31 July 2024

4.2

Where the Licensee wishes to introduce a new system and/or service or makes
changes to any system and/or service, the Licensee shall provide the Authority such
technical and/or non-technical information as may be required by the Authority
within such period as may be specified by the Authority.

5

Licence Application Proposals

5.1

Without prejudice to any of the Licensee’s obligations under this Licence, the
Licensee shall abide with its proposals on network rollout, range of services, quality
of service standards, pricing and service provisioning schemes, and any other
commitments as submitted to the Authority in its licence application.

6

Performance Bond

6.1

The Licensee shall within twenty-eight (28) days following the award of the
Licence, provide the Authority with a performance bond to secure the obligations
of the Licensee under Schedule D in the form of a Banker’s Guarantee made in
favour of the Authority. The Authority will specify in detail the terms and
conditions of the performance bond for the Licensee based on the Licensee’s
application commitments and any additional terms and conditions deemed
necessary by the Authority.

6.2

The Licensee shall not be released from any of its obligations under the Licence by
any breach or forfeiture of the performance bond.

Issued on 31 July 2024

PART II: BASIC OBLIGATIONS OF LICENSEE
7

Public Emergency Call Services

7.1

The Licensee shall ensure that:
(a) any person through customer premises equipment; and
(b) any person through its public payphones
may at any time and without charge, contact the relevant police service
(namely 999 or its substitute number), the fire and ambulance services (namely
995 or its substitute number) and any other national emergency services which
the Minister may from time to time designate, for the purpose of notifying
them of any emergency.

8

Public Maritime Emergency Services

8.1

The Authority reserves the right to require the Licensee to ensure that it is possible
for any person to contact at any time and without charge, distress, urgency and
safety services for shipping for the purpose of notifying them of an emergency and
shall, subject to fair and proper payment by the relevant Government ministry,
department, statutory board or official agency, provide the necessary facilities for
distress, urgency and safety services in accordance with the Radio Regulations of
the International Telecommunications Union.

9

Co-operation with Civil/Public Bodies

9.1

The Licensee shall co-operate with the relevant Government ministries,
departments, statutory boards or official agencies in all possible ways to support
national security, and public safety and security.

10

Provision of Directory Enquiry Services

10.1

The Licensee shall provide, on request, to any person to whom it provides
telecommunication services, directory enquiry services based on an integrated
customer database. The Authority reserves the right to require the Licensee to

Issued on 31 July 2024

obtain the Authority’s prior written approval on any charges it intends to levy for
the provision of the directory enquiry services and the Licensee shall comply
with such requirement imposed.
10.2

The Authority reserves the right to require the Licensee to provide directory
enquiry services for subscribers of other licensees.

11

Provision of Integrated Directories

11.1

The Authority reserves the right to require the Licensee to provide integrated
directories for all subscribers at no charge (except with the approval of the
Authority) and at annual intervals or any other intervals to be agreed with the
Authority.

11.2

The Licensee shall, if necessary, and subject to charges, terms and conditions to be
agreed with other licensees, provide integrated directories for their subscribers. In
the event that agreement cannot be reached, the matter shall be determined by the
Authority, whose decision is final.

12

Integrated Directories and Directory Enquiry Services

12.1

The Licensee shall exchange all relevant customer data with other licensees freeof-charge for the purpose of providing integrated directories and providing
integrated directory enquiry services.

Issued on 31 July 2024

PART III:

TECHNICAL OBLIGATIONS

13

Use of Telecommunication Equipment in the Systems

13.1

Prior to the operation of the Systems, the Licensee shall in accordance with Section
11 of the Act, submit for the Authority’s approval all telecommunication
infrastructure, technology and any telecommunication equipment which is part of
the Systems or which is to be connected to the Systems.

13.2

The Licensee shall seek the Authority’s prior approval from time to time for any
other telecommunication equipment to be used in the operation of the Systems for
which the approval has not been granted under Section 11 of the Act, whether such
other equipment is in addition to or intended to replace the existing equipment or
part thereof.

14

Operation of Radio-communication Stations

14.1

The Licensee shall apply for all necessary licences under the Telecommunications
(Radio-communication) Regulations for the operation of any radio-communication
stations comprised in the Systems and shall abide by any conditions imposed
thereunder, including the payment of station licence fees and frequency fees for the
allocation and management of frequencies by the Authority.

14.2

Any change to the location, equipment, frequencies, emissions, power,
polarisation, aerial characteristics and other technical parameters of any radiocommunication station comprised in the Systems shall be submitted in writing for
the Authority’s prior approval.

14.3

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority and the relevant authorities on the height of the
antenna of any radio-communication station comprised in the Systems.

15

Use of Radio Frequencies

15.1

The Licensee shall, in its application to the Authority, justify the use of radio
frequencies and shall, subject to payment of the required frequency fees, be

Issued on 31 July 2024

provided with the necessary frequencies to enable the effective and efficient
operation of the Systems and the provision of the Services by the Licensee.
15.2

The Licensee shall take all necessary steps to ensure that the use of its Systems is
safe and does not cause interference to other existing radio-communication
networks operating in the same band or in other bands. The Licensee shall also
take appropriate measures to ensure that its Systems are adequately protected from
interference that may be caused by networks operating in the same band or in other
bands.

15.3

Where the satellite radio frequency(s) is assigned to the Licensee, it is for shared
use and must be shared with other geostationary and non-geostationary orbit
satellite system(s) that IMDA may from time to time authorise to operate in
Singapore in accordance with the Act and International Telecommunication Union
Radio Regulations. The Licensee shall coordinate with all other licensee(s) who
are granted such licences to use the satellite radio frequency(s) in any part of
Singapore (which includes the whole island of Singapore (including offshore
islands), airspace and territorial waters) such that each satellite system (including
but not limited to the satellites, earth stations and user terminals) can co-exist and
operate within Singapore (as aforementioned and described) without causing
harmful radio frequency interference to each other.

16

Assignment of Numbers

16.1

The Licensee shall comply with the Authority’s National Numbering Plan and the
Authority’s framework and guidelines on the usage, allocation and assignment of
numbers. The Licensee shall, in its submission to the Authority, justify the use of
numbers and shall, subject to payment of the required fees for Golden Numbers, be
provided with the necessary numbers to enable the effective and efficient operation
of the Systems and provision of the Services. The Licensee shall take all necessary
steps to ensure that the numbers assigned are efficiently utilised.

16.2

Any number(s) assigned to the Licensee is the property of the Authority and the
Licensee shall have no proprietary right to any of the number(s) assigned. The
Licensee shall take all necessary steps to ensure that the number(s) assigned is
efficiently utilised.

Issued on 31 July 2024

16.3

The Authority reserves the right to alter and/or reallocate any number(s) given to
the Licensee at any time, upon written notice, without being liable for any loss or
inconvenience directly or indirectly attributable to the alteration or reallocation of
such number(s).

Issued on 31 July 2024

PART IV: ACCESS AND INTERCONNECTION OBLIGATIONS
17

Requirement to Provide Access

17.1

The Licensee shall provide to any person licensed by the Authority to provide
telecommunication services in Singapore, means of access to the Systems.

17.2

The Licensee may, with the prior approval of the Authority, impose an access
charge upon any person licensed by the Authority to provide telecommunication
services in Singapore through or with the use of the Systems.

17.3

The Licensee shall comply with the Authority’s interconnection & access
framework, arrangements and requirements, including all relevant codes of
practice, directions and notifications which the Authority may issue from time to
time.

18

Connection to Other Systems

18.1

The Licensee shall connect to the Systems on request and at appropriate
connection points, which it shall provide for this purpose:

18.2

(a)

any equipment approved or exempted from approval by the Authority for
connection to the Systems; and

(b)

any public or private telecommunication systems approved or licensed by the
Authority which systems also meet any other requirements, which the
Authority may impose from time to time.

Notwithstanding Condition 18.1, the Licensee shall cease to connect or refuse to
connect to the Systems any equipment or system that:
(a)

has not been approved, licensed or exempted from approval or licensing by
the Authority; or

(b)

no longer meets the requirements for approval or licensing by the Authority,
in respect of which the Authority has issued a notice to that effect to the
person who has under his control such equipment or system.

Issued on 31 July 2024

18.3

The terms and conditions for the connection of equipment or systems to the
Systems of the Licensee shall be determined by agreement between the Licensee
and the owner or operator of the equipment or system except in so far as the
conditions are prescribed in the Act or in this Licence. In the event that the parties
cannot reach an agreement, the matter shall be determined by the Authority whose
decision shall be final.

19

Arrangements for Connection to Systems

19.1

The Licensee shall not impose technical or other conditions or employ any
arrangements for the connection of equipment or systems to the Systems other than
those set by the Authority. In particular, the Licensee shall not, except where the
Authority is satisfied that it is reasonable, exercise any Intellectual Property Rights
which it owns or is licensed to use in a manner which prevents or inhibits the
connection of approved equipment or systems to the Systems.

19.2

In this Condition, ‘Intellectual Property Rights’ means, without prejudice to its
generality, the rights to patents, trademarks, designs, know-how and copyright.

19.3

The Licensee is required to comply with the following technical requirements and
safeguards:
(a)

the Licensee shall not manipulate the Calling Line Identity of the original
calling party and the original calling party Calling Line Identity shall be
passed on in the conveyance of a call accordingly;

(b)

the Licensee shall not, in the handling of outgoing traffic, manipulate the
access code dialled by the calling party; and

(c)

the A-bit of the Forward Call Indicator of the Initial Access Message on the
ITU-T Signalling System Number 7 ISDN User Part signalling should be set
to the value “1” to identify an international incoming call for systems interworking. Where the Licensee operates a system which does not support ITUT Signalling System Number 7 signalling, then the Licensee shall route such
international incoming calls on specified circuits.

Issued on 31 July 2024

20

Changes to Systems

20.1

The Licensee shall give notice in writing to the Authority and shall notify all parties
affected of any changes it intends to implement in the specification or performance
of the Systems which would require changes to any equipment or systems
connected to the Systems or which would have the effect of making such
connections inoperable. The period of notice given shall be appropriate to the likely
impact on the parties affected and on connected equipment or systems and shall be
decided in consultation with the Authority.

20.2

Where the Authority considers that a change in the Systems referred to in Condition
20.1 would cause another person licensed to provide telecommunication services
in Singapore to make major changes in its own systems in order to connect its
systems to the Systems, and notifies the Licensee thereof, the Licensee shall obtain
the prior approval of the Authority before implementing such a change.

21

Infrastructure Sharing and Deployment

21.1

The Licensee shall comply with the Authority’s framework for facilities sharing
and deployment, including all relevant codes of practice, directions and
notifications which the Authority may issue from time to time.

21.2

Where the Authority considers it necessary for the Licensee to share infrastructure
with other licensees in designated areas in the national and/or public interest or
otherwise, the Authority shall inform the licensees accordingly so that licensees
can make the necessary arrangements before submitting their infrastructure sharing
plans to the Authority for approval. The Licensee shall share infrastructure
whenever and wherever mandated by the Authority in accordance with the
framework for facilities sharing and deployment, including codes of practice.

22

Requirement for Underground Telecommunication Systems

22.1

The Licensee shall comply with any requirements by the Authority and the relevant
authorities on its underground telecommunication systems in Singapore, including
the provision of information on such systems in the format specified by the
authorities.

Issued on 31 July 2024

PART V:

SERVICE OBLIGATIONS

23

Price Control/Tariffing Arrangements/Quality of Service Standards

23.1

The Authority reserves the right to establish price control arrangements and Quality
of Service Standards for the Services provided by the Licensee with which the
Licensee shall comply.

23.2

The Authority reserves the right to require the Licensee to maintain separate
financial data and accounts for the Services and shall submit on request these data
and accounts to the Authority for inspection.

23.3

The Authority reserves the right to require the Licensee to file its schemes of
service, including non-price terms and conditions for the provisioning of Services
and price schemes with the Authority before commercial launch or announcement
of such Services.

24

Publication of Charges, Terms and Conditions and Other Information

24.1

The Licensee shall publish information about the Services it provides, covering
inter alia, descriptions and pricing of the Services available, the terms and
conditions thereof, and the provision of fault repair and any other commercial and
technical services and such other information as the Authority may require the
Licensee to publish in relation to the Services.

25

Confidentiality of Subscriber Information

25.1

The Licensee shall ensure the confidentiality of subscriber information, especially
for ex-directory numbers, and comply with any codes of practice or guidelines
issued by the Authority in relation to the use of subscriber information.

25.2

Notwithstanding Condition 25.1, the Licensee shall disclose subscriber
information where deemed necessary by the Authority or any relevant law
enforcement or security agencies in the exercise of their functions and duties.

Issued on 31 July 2024

PART VI:

OTHER OBLIGATIONS

26

Codes of Practice and Advisory Guidelines

26.1

The Licensee shall comply with the codes of practice issued by the Authority as
well as any additional or supplemental guidelines, which the Authority may issue
from time to time.

27

Number Portability

27.1

The Licensee shall implement number portability from commencement of service
subject to the Authority’s number portability requirements and charging principles.

27.2

The Licensee shall comply, at its own cost, with any requirements and guidelines
established by the Authority on number portability to be implemented by the
Licensee.

28

Accounting Separation

28.1

The Licensee shall comply with the practices, principles and requirements set out
in the Accounting Separation Guidelines established by the Authority, and any
additional or supplemental guidelines issued by the Authority from time to time.

29

Restriction on Undue Preference and Undue Discrimination

29.1

The Licensee shall not show undue preference towards, or exercise undue
discrimination against any person or class of persons in, inter alia, the price and
performance characteristics of the Services provided or the terms and conditions
under which the Services are provided. In particular, the Licensee shall not give
any undue preference to, or receive an unfair advantage from, a business carried on
by it or an associated or affiliated company, service or person, if the Authority is
of the opinion that the Licensee’s competitor could be placed at a significant
competitive disadvantage or that competition would be prevented or substantially
restricted.

Issued on 31 July 2024

30

Restriction Against Anti-Competitive Arrangements

30.1

The Licensee shall not enter into any agreement or arrangement, whether legally
enforceable or not, which shall in any way prevent or restrict competition in relation
to the operation of the Systems or provision of the Services by the Licensee or any
other telecommunication system and/or services licensed by the Authority.

31

Restriction on Exclusive Arrangement for International Services

31.1

The Licensee shall not enter into any agreement or arrangement with a person
running an Authorised Overseas System on terms or conditions which unfairly
preclude or restrict, to the detriment of the national and/or public interest, the
provision of any international telecommunication services by any person licensed
by the Authority to provide those services.

31.2

In this Condition, ‘Authorised Overseas System’ means a system, which is
recognised by the Government or any competent authority of a foreign country as
authorised to provide telecommunication services by or through that system.

31.3

The Licensee shall comply with the Authority’s requirements on the international
settlement regime and seek the Authority’s endorsement and/or approval to the
arrangements reached with other licensees, before implementation.

32

Contracts with Third Parties to Operate or Provide Licensed Systems or
Services

32.1

Where the Licensee intends to enter into any joint venture, association, contract or
arrangement with a third party, the effect or purported effect of which would be to
permit a person who is not originally a party to this Licence to share in the benefits
of, or otherwise gain any rights or privileges under this Licence, or which would
otherwise result in a breach or circumvention of Condition 3.1, the Licensee shall
seek the Authority’s approval for the joint venture, association, contract or
arrangement in question.

32.2

The Authority may direct at any time the Licensee to effect any changes it deems
necessary in the terms and conditions of the joint venture, association, contract or
arrangement referred to above.

Issued on 31 July 2024

32.3

If the Licensee fails to effect the necessary changes referred to in Condition 32.2,
the Authority may direct the Licensee to terminate any such joint venture,
association, contract or arrangement.

32.4

Nothing in Condition 32.1 shall be construed as requiring the Licensee to obtain
the approval of the Authority for the appointment of agents or for the employment
of independent contractors or sub-contractors to carry out any works or provide any
services which enable the Licensee to discharge its duties and obligations under
this Licence provided that the Licensee shall be liable to the Authority for any act,
omission, default, neglect or otherwise of the agents and independent contractors
or sub-contractors in carrying out any such works or providing any such services.

33

Board Directorship and Management Appointments

33.1

The Licensee shall seek the Authority’s written approval at least one (1) month
in advance of any change in the appointment of its Chairman, Board of Directors
or Chief Executive Officer and shall for this purpose provide the Authority with
the details of any such change and any further information requested by the
Authority.

34

Direction by the Authority

34.1

The Licensee shall strictly and without any undue delay comply with any
directions, which the Authority may from time to time issue in exercise of its
powers, functions or duties under the Act, or in this Licence.

34.2

The Authority may, by notice in writing to the Licensee amend, vary or revoke
wholly or in part any directions given by it pursuant to Condition 34.1.

34.3

Unless otherwise expressly specified, the Licensee shall safeguard the secrecy
of all directions given by the Authority. The Licensee shall not during the
currency and after the expiry, termination or cancellation of the Licence disclose
or permit the disclosure of any of the said directions to any person not authorised
to receive the same without the prior written consent of the Chief Executive
Officer of the Authority. The Licensee shall further take all reasonable precautions
in dealing with the said directions so as to prevent any unauthorised person from
having access to the same.

Issued on 31 July 2024

35

Dispute Resolution

35.1

In the event that the Licensee fails to reach an agreement with other licensees on
matters relating to the requirements of this Licence or the Act, the matter shall be
determined by the Authority whose decision shall be binding on all parties
concerned.

35.2

The Authority reserves the right to levy a fee for work undertaken in this respect.

36

Provision of Information to the Authority

36.1

The Licensee shall provide the Authority with any document and information
within its knowledge, custody or control, which the Authority may, by notice or
direction require. The Licensee undertakes to the Authority that any such document
and information provided to the Authority shall be true, accurate and complete.

36.2

For the purposes of ensuring the Licensee’s compliance with the conditions of the
Licence, the Authority may from time to time require the Licensee to arrange at its
own expense, for a separate and independent audit of its activities. The Licensee
shall, at the Authority’s request, submit the audited accounts and reports prepared
under this Condition 36.2 to the Authority for inspection and verification.

36.3

The Licensee shall keep in strict confidence any document and information
furnished to or so required by the Authority pursuant to Condition 36.1, as well as
the fact that the Authority has requested for such document and/or information.

36.4

The Authority may use and disclose any such document or information provided
to the Authority pursuant to Condition 36.1 as the Authority deems fit. Where the
Authority proposes to disclose any document or information obtained pursuant to
Condition 36.1 and the Authority considers that the disclosure would result in
the release of information concerning the business, commercial or financial
affairs of the Licensee or which disclosure would or could reasonably be
expected to adversely affect the Licensee’s lawful business, commercial or
financial affairs, the Authority will give the Licensee a reasonable opportunity
to make representations on the proposed disclosure before the Authority makes
a final decision on whether to disclose the information.

Issued on 31 July 2024

37

Participation in Emergency Activities

37.1

The Licensee shall, where directed by the Authority, participate in any
emergency activities or preparations thereof in collaboration with other relevant
agencies, organisations and Government ministries and departments, in
accordance with the written law in Singapore.

37.2

The Licensee shall, unless expressly notified otherwise, keep in strict confidence
any information or document pertaining to Condition 37.1 as well as the fact that
the Authority has requested the Licensee to participate in such emergency
activities and preparations.

37.3

The Authority, may from time to time, require the Licensee to submit to the
Authority for approval any changes to any telecommunication system,
installation or plant and any service plans, together with such technical and nontechnical information as may be required by the Authority, at least one (1) month
before such change is intended to be implemented.

38

International Obligations

38.1

The Licensee shall exercise its rights and powers and perform its duties and
obligations under this Licence in a manner, which is consistent with the
Government’s obligations under any convention, agreement, arrangement or
treaty to which Singapore is or shall become a party.

38.2

The Authority shall notify the Licensee from time to time of any such
convention, agreement, arrangement or treaty to which Condition 38.1 applies
for its compliance.

Issued on 31 July 2024

PART VII:

SUSPENSION, VARIATION AND TERMINATION

39

Penalty Framework for Breach of Licence Conditions

39.1

Where the Licensee breaches any licence condition, the Authority may impose a
financial penalty on the Licensee in accordance with Section 10 of the Act. The
Authority may also forfeit any monies payable under the performance bond as
stated in Condition 6.

40

Variation of Terms of Licence

40.1

Pursuant to Section 9(1) of the Act, the Authority may vary or amend any of the
terms of this Licence by giving the Licensee at least one (1) month’s notice in
writing.

41

Suspension/Cancellation

41.1

The Authority may, in any of the events specified in Section 10 of the Act, by notice
in writing given to the Licensee, suspend or cancel the Licence in whole or in part,
or impose a financial penalty in such amounts the Authority thinks fit.

42

Termination of Licence or Cessation of Systems or Services

42.1

In the event that the Licensee desires to terminate its Licence, or cease its operation
of the Systems or the provision of any of the Services, the Licensee shall seek the
Authority’s approval in writing at least six (6) months in advance.

42.2

The Authority reserves the right to require the Licensee to facilitate the migration
of its customers to suitable alternatives so as to minimise any service disruption
that may be caused to its customers.

42.3

The Licensee shall continue the operation of the Systems and provision of the
Services until the Authority’s written approval has been obtained under Condition
42.1 and the Licensee has satisfactorily met the Authority’s requirements, if any,
to which the Authority’s approval is made subject to.

Issued on 31 July 2024

43

Rights upon Termination, Suspension or Cancellation

43.1

Any termination, suspension or cancellation of the Licence shall be without
prejudice to the rights and remedies which may accrue to the Licensee or the
Authority under the Licence or any written law as at the date of termination,
suspension or cancellation except that the Licensee shall not have the right to seek
a refund of the licence fee or any other fee paid in advance.

44

Exceptions and Limitations on Obligations

44.1

The Licensee shall not be held to have failed to comply with its obligations in this
Licence if and to the extent that the Authority is satisfied that it is prevented from
complying with those obligations for the following reasons:
(a)

malfunction or failure of any equipment where the Authority determines that
reasonable measures were taken beforehand;

(b)

the act or omission of any national authority, local authority or international
organisation; or

(c)

any other factor, which, in the opinion of the Authority is beyond the
Licensee’s reasonable control and which notwithstanding the exercise by it
of reasonable diligence and foresight, the Licensee was unable to prevent or
overcome.

Provided that the Licensee shall use all reasonable endeavours to resolve with all
reasonable speed the factor(s) preventing the carrying out of its obligations and
shall resume the performance of its obligations as soon as the factor(s) which
prevented the performance thereof is resolved.
45

Compliance with the Law

45.1

The Licensee shall observe and comply with all local laws, including but not
limited to the Act, the Telecommunications (Radio-communication) Regulations,
the International Telecommunication Convention and any other treaty or
convention to which Singapore is a party.

Issued on 31 July 2024

45.2

Nothing in this Licence shall be taken as discharging the Licensee from its
obligations to obtain any other right, licence, permit or approval that may be
required under any written law in force in Singapore.

46

Governing Law

46.1

This Licence shall be governed by and construed according to the law of Singapore.

47

Service of Notices

47.1

All notices under this Licence shall be in writing and shall be deemed to have been
given if sent by hand or pre-paid post or by facsimile to the Licensee’s registered
address as lodged with the Accounting and Corporate Regulatory Authority or by
electronic mail to the Licensee’s electronic mail address as stated in its licence
application to the Authority, or such other electronic mail address as notified to the
Authority from time to time.

48

Severability

48.1

Every condition and part thereof shall be construed as a separate and severable
provision so that if any condition and part thereof is held invalid, unenforceable or
illegal for any reason, the remainder of the Licence shall remain in full force in
every respect.

Issued on 31 July 2024

Aileen Chia
Director-General (Telecoms & Post)
Info-communications Media Development Authority

Issued on 31 July 2024

SCHEDULE OF INTERPRETATION
In this Licence, unless the context otherwise requires:
(a)

Words importing the singular or plural shall be deemed to include the plural or
singular respectively;

(b)

The titles to the provisions of this Licence are for convenience of reference
only and are not part of this Licence and shall not in any way affect the
interpretation thereof;

(c)

Any word or expression used in this Licence shall have the same meaning as it
has in the Act;

(d)

Any reference in this Licence to the Act shall include any regulations made
thereunder;

(e)

Any reference in this Licence to any regulations made under the Act shall
include any regulations made under the Act until such regulations are revoked
or repealed by subsidiary legislation made under the Act;

(f)

Any reference in this Licence to a person shall be deemed to include natural
and legal persons;

(g)

Any reference to monetary amounts in this Licence shall be deemed to be
denominated in Singapore Dollars; and

(h)

Any reference to any guidelines, codes of practice or framework or other rules
or documents promulgated by the Authority shall be read as reference to such
as may be amended from time to time.

Issued on 31 July 2024

SCHEDULE A
DESCRIPTION OF THE TELECOMMUNICATION SYSTEMS TO BE
ESTABLISHED BY HAWAIKI NUI (SINGAPORE) PTE. LTD.

[Licensee specific details have been removed]

Issued on 31 July 2024

SCHEDULE B
DESCRIPTION OF THE TELECOMMUNICATION SERVICES TO BE
PROVIDED BY HAWAIKI NUI (SINGAPORE) PTE. LTD.

[Licensee specific details have been removed]

Issued on 31 July 2024

SCHEDULE C
(Where applicable)

SPECIFIC TERMS AND CONDITIONS FOR
INTERNATIONAL SIMPLE RESALE SERVICES
1

Metering

1.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the International Simple Resale services
(“ISR”) provided under the Licence is accurate and reliable.

1.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

2

Short Access Code

2.1

The Licensee may apply for a 4-digit access code that allow callers to gain
access to the ISR. The allocation of the access code will be subject to the
availability of such codes and consideration for other usage. The Licensee
shall ensure that the access code allocated is used efficiently and effectively.

3

Registration of Subscribers

3.1

The Licensee shall provide procedures for service application or registration
before any service activation to ensure that subscribers are properly signed
up for the international call services and that the right parties are being
billed. For the avoidance of doubt, this Condition 3.1 does not apply to
prepaid card services.

3.2

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by

Issued on 31 July 2024

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/ User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.3

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
ISR to the subscriber.

4

Call Barring Facilities

4.1

The Licensee shall provide international call barring facilities to any
consumer who wishes to bar the Licensee’s international call services,
regardless of whether the consumer is a subscriber of any service provided

Issued on 31 July 2024

by the Licensee, to further prevent any unauthorised or fraudulent activation
of international call services.
5

Data Retention Requirements

5.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

5.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

5.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
IP TELEPHONY SERVICES
1

Scope of Services

1.1

The Licence enables the Licensee to provide IP Telephony services using
E.164 telephone numbers1 for such services and assigning such numbers to
the Licensee’s subscriber (referred to in this Schedule as an “IP telephony
number”). Such services allow subscribers to make and receive voice, data
and/or video calls using the same telephone number from any domestic or
overseas location where broadband Internet access is available.

2

Public Emergency Call Services

2.1

The Licensee shall disclose in advance to its subscribers whether the
Services it provides may be used to contact the police emergency service
(namely 999 or its substitute number), the fire and ambulance services
(namely 995 or its substitute number) and any other national emergency
services which the Minister may from time to time designate, for the purpose
of notifying such services of any emergency.

2.2

The Licensee shall not charge its subscribers for any use of the Services to
contact the emergency services referred to in Condition 2.1 of this Schedule.

2.3

The Licensee shall comply with the technical requirements and safeguards
as specified under Condition – “Arrangements for Connection to Systems”
in the main body of the Licence, for all calls made to the public emergency
services referred to in Condition 2.1 of this Schedule.

1 An International Telecommunications Union Telecommunication Standardization Sector (“ITU-T”)

standard network addressing format for telephone numbers. The E.164 addresses are 15 decimal digits
long and include a country code, area or city code, and a local number.

Issued on 31 July 2024

2.4

The Authority reserves the right to require the Licensee to comply with
additional safety and security safeguards to enhance security measures for
public and national safety.

3

Number Portability

3.1

The Licensee shall comply, at its own cost, with any requirement and
guidelines established by the Authority on number portability required to be
implemented by the Licensee.

4

Registration of Subscribers

4.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

Issued on 31 July 2024

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

4.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

4.3

Before recording the particulars referred to in Condition 4.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

4.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

5

Registration of Retailers

5.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address and, as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are

Issued on 31 July 2024

recognised by the authorised establishments in the country of origin,
shall be used instead;
(c)

Contact telephone number(s) of the retailer; and

(d)

IP telephony number accounts allocated by the Licensee to the retailer
for sale.

5.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 4.1, 4.2 and 4.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

5.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

6

Data Retention Requirements

6.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

6.2

The Licensee shall also maintain Call Detail Records (“CDRs”) of all calls
made and received through the Service, which are operated and/or provided
in Singapore.

6.3

All data records including CDRs shall be kept by the Licensee for a period
of not less than twelve (12) calendar months.

Issued on 31 July 2024

6.4

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7

Additional Conditions for Provision of IP Telephony Services Utilising
Level “6” Telephone Numbers

7.1

Where the Licensee provides any of the Services utilising a level “6”
telephone number, it shall comply with Conditions 7.2 to 7.8 in respect of
such services (hereinafter referred to as “Level “6” Services”). For the
purposes of these Conditions, ‘Fixed Network Telecommunication Services’
means fixed line basic telephony services associated with number level “6”.

7.2

The Licensee shall ensure that subscribers of its Level “6” Services must be
able to receive and make voice calls from/to subscribers on any public
switched telecommunication network, public mobile network or public
digital voice network in Singapore.

7.3

The Licensee shall ensure that:
(a)

any person through customer premises equipment that enables the use
of its Level “6” Services; and

(b)

any person through its public payphones that enables the use of its
Level “6” Services,

may at any time and without charge, contact the relevant police emergency
service (namely 999 or its substitute number), the fire and ambulance
services (namely 995 or its substitute number) and any other national
emergency services which the Minister may from time to time designate to
be provided by operators of Fixed Network Telecommunication Services,
for the purpose of notifying them of any emergency.
7.4

The Licensee shall ensure that its Level “6” Services are only provided to
domestic subscribers (within Singapore) with a Singapore registered and
billing address.

Issued on 31 July 2024

7.5

The Licensee shall ensure that its Level “6” Services comply with the same
standards and requirements for number portability as may be established by
the Authority from time to time for Fixed Network Telecommunication
Services.

7.6

The Licensee shall:

7.7

7.8

(a)

provide directory enquiry services based on an integrated customer
database upon request to any person to whom the Licensee provides its
Level “6” Services; and

(c)

provide directory enquiry services for subscribers of other licensees in
relation to all persons to whom the Licensee provides its Level “6”
Services.

The Licensee shall:
(a)

provide integrated directories to subscribers of its Level “6” Services
in accordance with such requirements as may be established by the
Authority; and

(b)

exchange all relevant customer data of subscribers of its Level “6”
Services with other licensees free-of-charge for the purpose of
providing integrated directories and providing integrated directory
enquiry services.

The Licensee shall, if necessary, and subject to charges, terms and conditions
to be agreed with other licensees, provide integrated directories for their
subscribers. In the event that agreement cannot be reached, the matter shall
be determined by the Authority, whose decision shall be final.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
LIVE AUDIOTEX SERVICES
1

Transmission of the Live Audiotex Services

1.1

The Licensee shall comply with the following transmission standards in the
delivery of the announcement or programme:
(a)

there shall be no delay in starting the announcement or programme
when a call is connected;

(b)

each of the live Audiotex services shall be assigned a different
telephone number;

(c)

there shall be no interruptions during the announcement or programme;
and

(d)

such other standards as may be specified by the Authority.

1.2

The Licensee shall ensure that the number of attempted calls at any time does
not significantly exceed the number of call-in lines for the live Audiotex
services and shall subscribe for additional lines from licensed FacilitiesBased Operators to adequately handle calls for the live Audiotex services
and to prevent congestion to other users of the public telecommunication
network.

1.3

The Licensee shall not, except with the prior arrangement with the licensed
Facilities-Based Operator, organise any mass calling event which will
generate a high influx of calls to the live Audiotex services.

1.4

The Licensee shall not enable callers to communicate amongst themselves
directly in real-time.

Issued on 31 July 2024

1.5

The Licensee shall ensure that the Value-Added Network and/or the live
Audiotex services provided through it are not used for any unlawful purpose.

2

Content and Accuracy of Announcements/Programmes

2.1

The Licensee shall be solely responsible for the content and its accuracy and
shall obtain all necessary approvals from the relevant authorities in
Singapore.

2.2

The Licensee shall indemnify and keep indemnified at all times the Authority
against all claims for libel, slander, infringement of Intellectual Property
rights or any other liability whatsoever arising from or in connection with
the information transmitted or received through the Value-Added Network.

3

Announcement of Call Duration

3.1

The Licensee shall arrange for the live operator to announce the call duration
to callers at regular intervals of a maximum of 15 minutes or less. The
Licensee may either charge an information fee on per minute basis or a fixed
fee on a per call basis. If the Licensee decides not to make regular
announcements of call duration, it shall only charge a fixed fee on a per call
basis. The fixed fee shall also be applicable to mixed pre-recorded and live
Audiotex services that provide an option for a caller to talk to a live operator
after listening to a pre-recorded information or programme.

4

Announcement of Call Charges

4.1

The Licensee shall ensure that its current call charges are published in all
advertisements for the live Audiotex services.

4.2

The Licensee shall, in addition, announce the current call charges for the live
Audiotex services at the beginning of the call. The Licensee shall provide a
grace period during which calls are not charged for:
(a)

the first 6 seconds of a call where the charge announcement lasts 4
seconds; or

Issued on 31 July 2024

(b)

the first 12 seconds of a call where the charge announcement lasts 10
seconds.

5

Data Retention Requirements

5.1

The Licensee shall maintain Call Detail Records (“CDRs”) of all calls made
and received through the Service, which are operated and/or provided in
Singapore.

5.2

All CDRs shall be kept by the Licensee for a period of not less than twelve
(12) calendar months.

5.3

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
MANAGED DATA NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network and/or systems of
Facilities-Based Operators or preventing safety hazards to personnel in the
connection of telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Managed Data Network Services
(“MDNS”) provided under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 31 July 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
MDNS to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
PUBLIC INTERNET ACCESS SERVICES

1

Scope of Services

1.1

The Licence enables the Licensee to establish, install and maintain a public
Internet access facility or system for the provision of public Internet access
services in Singapore.

2

Electronic-mail Address Portability

2.1

The Licensee shall comply, at its own cost, with any guidelines established by
the Authority, on electronic-mail address portability.

3

Content

3.1

The Licensee shall comply with any term and condition as may be imposed by
the Authority for the content that is transmitted through the Systems.

4

Publication of Information in Relation to Broadband Internet Access
Services

4.1

The Licensee shall comply with such frameworks as may be established by the
Authority for the publication of information pertaining to broadband Internet
access services offered by the Licensee, including but not limited to the access
speeds, throughput, round-trip latency, webpage loading time and any other
information that the Authority may require the Licensee to publish.

5

Registration of Subscribers

5.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by

Issued on 31 July 2024

authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address (where applicable);

(d)

Service Address (where applicable);

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

5.2

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of subscribers.

5.3

Before recording the particulars referred to in Condition 5.1 of this Schedule,
the Licensee shall:
(a)

where the subscriber is in Singapore, require the production of the
subscriber’s identity card issued under the National Registration Act
(Cap. 201), passport or Employment Pass and make and keep a
photocopy of such evidence of identity; or

Issued on 31 July 2024

(b)

where the subscriber is not in Singapore, the Licensee shall use its best
efforts to verify the identity of the subscriber through appropriate
documents that are recognised by the authorised establishments in the
country of purchase.

5.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

6

Registration of Retailers

6.1

The Licensee shall maintain a register containing records of its retailers and
their particulars which shall be made available for inspection by authorised
Singapore government agencies. The records shall contain the following
particulars of the retailer:
(a)

Name, business address, and as applicable, NRIC number, passport
number or business registration number of the retailer in Singapore;

(b)

Where the retailer is not based in Singapore, the applicable
identification details obtained through appropriate documents that are
recognised by the authorised establishments in the country of origin,
shall be used instead; and

(c)

Contact telephone number(s) of the retailer.

6.2

The Licensee shall ensure that retailers selling its Services obtain the
information set out in Conditions 5.1, 5.2 and 5.3 of this Schedule upon the
registration of a subscriber and forward such information to the Licensee
within two (2) days of the activation of the subscriber’s account.

6.3

The Authority reserves the right to require the Licensee to record any other
details as necessary in its register of retailers.

Issued on 31 July 2024

6.4

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of which the retailer
ceases to sell the Services of the Licensee.

7

Data Retention Requirements

7.1

The Licensee shall maintain the following data records, which shall be made
available for inspection by authorised Singapore government agencies:
(a)

Assigned Source IP address and Date & Time Stamps; and

(b)

Assigned User ID/User Name (e.g., subscriber records associated with
(a)).

7.2

The Authority reserves the right to require the Licensee to retain any other
details as part of data records as necessary.

7.3

All data records shall be kept by the Licensee for a period of not less than
twelve (12) calendar months.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
RESALE OF LOCAL LEASED FIXED-LINE CONNECTIVITY SERVICES
1

Declaration of Usage

1.1

The Licensee shall ensure that the subscribers declare, in writing, the usage
of the local leased fixed-line connection and their compliance with all
licensing and regulatory conditions and requirements of the Authority. The
Licensee shall terminate its agreement with the subscribers if such
subscribers are found to infringe any term and condition of the Licence or
any provision of the Act.

2

Registration of Subscribers

2.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

Issued on 31 July 2024

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

2.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
Services to the subscriber.

3

Marketing

3.1

The Licensee shall state clearly in all marketing and promotional
communications that the Licensee is a local leased fixed-line connectivity
reseller.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
STORE-AND-FORWARD VALUE-ADDED NETWORK SERVICES
1

Establishment of Service Nodes

1.1

The Licensee is required to establish a service node in Singapore and make
available the information on the routing table, subscriber database, call
traffic statistics and/or other records maintained by the service node for
inspection whenever requested. The Licensee without a service node in
Singapore may provide Store & Forward Value-Added Network services
through a local access node which is connected to the public switched
telecommunication networks provided by a Facilities-Based Operator
licensed by the Authority.

2

Transmission of Value-Added Network traffic over the Internet

2.1

The Licensee may choose to carry its Value-Added Network traffic over
dedicated leased circuits or switched/permanent virtual circuits such as
frame relay circuits. The Licensee may also choose to transmit its VAN
traffic through virtual private network links over the Internet.

Issued on 31 July 2024

SCHEDULE C
(Where Applicable)

SPECIFIC TERMS AND CONDITIONS FOR
VIRTUAL PRIVATE NETWORK SERVICES
1

Technical Compatibility

1.1

The Licensee shall comply with any technical specifications prescribed by
the Authority for the purposes of ensuring technical compatibility, avoiding
technical harm to the telecommunication network of any Facilities-Based
Operator or preventing safety hazards to the personnel in the connection of
telecommunication equipment and/or systems to the network.

2

Metering

2.1

The Licensee shall take all reasonable steps to ensure that any metering
equipment used in connection with the Virtual Private Network (“VPN”)
services operated under the Licence is accurate and reliable.

2.2

Upon the written request of the Authority, the Licensee shall conduct tests
on metering equipment to assess its accuracy, reliability and conformity to
the technical standards, if any, as specified by the Authority. The Licensee
shall submit the test results to the Authority within fourteen (14) days after
the date of the test or within such other period as may be specified by the
Authority.

3

Registration of Subscribers

3.1

The Licensee shall maintain a register containing records of its subscribers
and their particulars, which shall be made available for inspection by
authorised Singapore government agencies. The records shall contain the
following particulars of the subscribers:
(a)

Name;

Issued on 31 July 2024

(b)

Identity Number (as applicable, NRIC number, FIN, passport number
of the subscriber and business registration number of the company for
corporate customer);

(c)

Billing Address;

(d)

Service Address;

(e)

Contact Information (landline number, mobile number, or email
address);

(f)

Service Period (start and end date for each type of service);

(g)

Service Types:
(i)

Service ID;

(ii) Assigned Client IP address and User ID/User Name (where
applicable); and
(h)

Equipment ID (where applicable).

3.2

The records in the register shall be kept by the Licensee for a period of not
less than twelve (12) calendar months from the date of termination of the
VPN services to the subscriber.

4

Data Retention Requirements

4.1

The Authority reserves the right to require the Licensee to retain any details
as part of data records as necessary.

Issued on 31 July 2024

SCHEDULE D

PERFORMANCE BOND
[Licensee specific details have been removed]

Issued on 31 July 2024

"