800 Complaints a Month: The True Cost of DST’s Billing Practices

 

Kopi Talk with MHO

 

As a loyal DST customer who has subscribed to their $80 monthly package for nearly three decades, I have always counted on them for reliable and fair services. 

 

Throughout Brunei's evolving digital landscape, DST has been my go-to provider. 

 

However, my recent experience with unexplained roaming charges has left me deeply disappointed and questioning the trust I’ve placed in them for so long. 

 

The Bill That Raised Eyebrows

 

On December 26, 2024, I travelled to Miri, taking every precaution to avoid roaming charges. 

 

I had my mobile data and roaming settings switched off, relying solely on a mobile WiFi device. 

 

Yet, when my January bill arrived, I was shocked to see a staggering B$320.16 in roaming data charges. 

 

The timing of these charges was perplexing; despite spending nearly 12 hours in Miri, all charges occurred within a very short period. Why then? What triggered these charges when my phone was set to block roaming entirely? 

 

Breaking Down the Charges

 

The details on my bill were equally baffling: 

 

• Multiple charges of B$13.92 for data sessions as small as 781 KB. 

 

• A total of 22 roaming sessions within minutes, amounting to over B$320.

 

To put this in perspective, the charges for just a few minutes of data usage exceeded the total cost of my entire trip to Miri. 

 

Other customers have reported eerily similar experiences on social media:

• “I didn’t touch my phone for three hours while abroad and still got charged BND 70! Daylight robbery!” 

•  “DST charged me over BND 300 for roaming data in a few minutes. Each session was BND 13 for barely any data!”

 

These are not isolated cases; they indicate a systemic issue within DST’s billing processes. 

 

Critical Questions

 

This experience raises critical questions about DST’s practices: 

 

• How accurate is DST’s billing system? Are customers being charged for data they didn’t use? 

•  Why did these charges occur during such a short window, despite my phone being configured to block roaming? 

• Could this indicate flaws in DST’s system that unfairly penalize customers?

 

The lack of transparency and safeguards leaves customers vulnerable to unexplained charges and bill shocks. This is not just disappointing; it’s deeply unsettling. 

 

Ethical Responsibilities of a State-Owned Enterprise

 

As a state-owned enterprise, DST is expected to uphold higher standards in its business practices. 

 

As a national telecommunications provider, it should lead by example in customer care, setting benchmarks for transparency, fairness, and accountability. 

 

This aligns with the concept of Adil Laila Bahagia—justice that brings happiness to all stakeholders. 

 

This principle, rooted in the governance philosophy of His Majesty the Sultan, demands fairness and accountability in serving the public.

 

DST’s CEO, Radin Sufri, candidly admitted during the Telcos Tell All podcast with Jenny Malai Ali on October 16, 2024, that 40% of the 2,000 monthly complaints, translating to approximately 800 unhappy customers every month, pertain to billing issues, including unexplained roaming charges and subscription fees for services that users claim they never opted into. 

 

During the discussion, Radin’s remarks appeared to downplay these concerns, suggesting that user behaviour significantly contributes to the problems. 

 

This indirect shift of responsibility frustrated many customers who expected concrete solutions instead of justification. 

 

Such an attitude reinforces the perception that DST is more focused on managing optics than addressing systemic issues, leaving their status quo unchallenged.

 

Transparency, fairness, and customer welfare should be the pillars of DST’s business model, ensuring that all its dealings align with Islamic values and principles of good governance. 

 

The principles of Maqasid Syariah—which emphasize the preservation of religion, life, intellect, lineage, and wealth—further underscore the ethical and moral obligations of a state-owned enterprise like DST. 

 

Engaging in practices that result in unjust billing or unfair financial burdens risks crossing into the realm of haram, as such actions contradict the expectations of justice and fairness in business transactions (muamalat). 

 

However, their continued reliance on reactive responses rather than proactive reforms leaves much to be desired. 

 

Lessons from Global Precedents

 

To understand the gravity of this issue, let’s look at how similar cases have been addressed globally: 

 

• Vodafone (Australia, 2016): Complaints about misleading roaming charges led to refunds after an investigation by the ACCC. 

 

•  AT&T (United States, 2014): Fined $105 million by the FCC for unauthorized roaming charges, with customers refunded and billing practices overhauled. 

 

•  O2 (United Kingdom, 2020): Overcharged customers received refunds after O2 committed to clearer billing practices. 

 

• Rogers (Canada, 2018): Bill shock complaints led to regulatory intervention, forcing Rogers to cap roaming charges and implement transparent pricing.

 

These cases highlight the importance of accountability and customer protection—values central to Islamic business ethics, yet seemingly lacking in DST’s current practices. 

 

Constructive Solutions for DST

 

As someone who has supported DST for almost three decades, I believe it’s time for them to take these concerns seriously. Here are practical steps they can take to rebuild trust: 

• Real-Time Usage Alerts: Notify customers when they reach 50%, 80%, and 100% of their data limits. 

• Billing Caps: Enforce a maximum cap on roaming charges, similar to international practices. 

• Transparent Pricing: Display per-unit pricing for roaming data on bills and usage trackers. 

• Audit Billing Systems: Conduct an independent review to ensure fairness and eliminate unjust or duplicate charges.

• Proactive Engagement: Address the root causes of complaints and engage with customers to rebuild trust.

 

Let’s Talk About It

 

As someone who has remained loyal to DST despite recurring issues, I am disappointed that such problems persist. 

 

To my readers: Have you experienced similar issues with DST’s roaming charges? 

 

Share your stories with me—let's make our voices heard. 

 

Together, we can urge DST to align its practices with global standards, the principles of Adil Laila Bahagia, and the ethical framework of Maqasid Syariah. 

 

This is not just about one bill or one customer—it’s about holding service providers accountable and advocating for change that benefits everyone. 

 

DST has the opportunity to be a model of ethical and customer-centric business practices, setting the standard for fairness and transparency in the telecommunications sector. Let’s hope they seize it. (MHO/01/2025)