JANUARY 2025: In a positive development, DST recently addressed my complaint regarding a bill shock incident with commendable promptness.
After a thorough investigation, they acknowledged the charges and agreed to waive a significant portion, leaving only a fair and acceptable amount to be paid.
Additionally, DST informed me that they are reviewing their roaming charges with international telcos to establish fairer rates.
They also suggested reducing my credit limit from BND400 to BND100 and turning off my roaming mode, which I can now activate as needed via the My DST app.
I have expressed my appreciation for DST’s prompt action in addressing my concerns and implementing these measures to help prevent future bill shocks.
Meanwhile, DST informed me that my January 2025 bill reflected roaming service usage again, which I had suspected might happen.
On 10th January, during a quick trip to Miri, I deliberately switched off my phone upon leaving the Brunei checkpoint at Sungai Tujuh to avoid being unnecessarily charged for roaming services again.
To further minimize risks, I opted not to use my pocket Wi-Fi, which would have required me to turn on my phone and disable roaming and data mode.
Although it was inconvenient to remain offline for the duration of my short trip, I decided it was a safer choice, despite the worry of potentially missing important calls or messages.
To my surprise, my phone mysteriously turned on without my intervention when I arrived at the Brunei checkpoint in the evening.
Upon retrieving it from the car compartment, intending to switch it back on after re-entering Brunei at the Sungai Tujuh checkpoint, I discovered it was already connected to a Malaysian network.
DST assured me they would adjust the charges to a more reasonable amount, though I firmly believe no charges should apply, given the unexplained activation.
This recurring issue highlights the persistent challenges with effectively managing roaming settings and preventing unexpected charges.
This perplexing situation highlights the ongoing challenges of roaming settings and underscores the need for further improvements in managing such issues.
While DST’s swift response is encouraging, such measures must be extended to all customers facing similar challenges.
This is not just about my case—it is about ensuring fairness and justice for all customers.
As we consider the broader implications of these challenges, it is worth revisiting the Telcos Tell All podcast, which brought these issues to public discourse.
Hosted by Jenny Malai Ali, the podcast aimed to address public concerns while also highlighting systemic shortcomings in the telecommunications sector.
Podcast Highlights: Public Concerns Raised
The Telcos Tell All podcast provided a platform for telco executives to address public concerns.
Jenny facilitated discussions on critical issues, with persistent complaints about billing inconsistencies, unexplained charges, and roaming fees dominating the conversation.
While the session aimed to portray Brunei’s telecommunications as evolving, it fell short of fully exploring or resolving the public's grievances.
Executives shared insights into their operational challenges, yet sentiments widely expressed across public forums and social media emphasised a pressing need for stronger consumer protections.
These frustrations have fueled calls for real-time alerts, transparent billing practices, and subscription safeguards to protect users from financial shocks.
Recurring Issues: The Public’s Perspective
While DST’s response to my complaint was exemplary, many customers continued to express dissatisfaction with unresolved issues.
Concerns about excessive roaming charges and allegations of predatory billing practices persist in public debates.
One user remarked, “Being charged $50 per gigabyte for exceeding data is not just unfair—it feels extortionate.”
Another added, “While Imagine apologises for app bugs, DST blames us for not monitoring usage, and Progresif offers vague advice to ‘be more aware.’ Where are the real solutions?”
These frustrations align with my earlier Kopi Talk with MHO column, which detailed similar grievances.
Customers' growing impatience with the lack of comprehensive reforms highlights the urgent need for telcos to shift from reactive measures to proactive solutions.
The Role of UNN: A Centralized Bottleneck?
UNN’s centralised model, while praised for advancing infrastructure improvements, has been criticised for inefficiencies that exacerbate consumer frustrations.
Acting CEO Chris Phan, like other executives, attributed some complaints to customer behaviour and technical complexities.
Critics argue this deflection shifts accountability away from systemic issues, compounding the public’s dissatisfaction.
A Call for Reform
As state-owned enterprises (SOEs), Brunei’s telcos have an opportunity to align their corporate social responsibility (CSR) strategies with the principles of Adil Laila Bahagia and Adil dan Berehsan—core tenets of His Majesty Sultan’s governance.
A comparative look at neighbouring countries reveals actionable insights.
For example, Malaysia’s telcos, such as Maxis and Digi, offer real-time notifications and customisable credit limits, which have significantly reduced bill shock cases.
Similarly, Singapore’s Singtel and StarHub emphasise transparent billing by providing itemised charges and alerts for data overages.
By incorporating these practices and values into their operations, Brunei’s telcos can rebuild trust and demonstrate their commitment to fairness, justice, and customer welfare.
Industry experts recommend several key reforms:
- Real-Time Alerts: Notify users nearing data or credit limits to avoid bill shocks.
- Transparent Billing: Provide itemised bills with clear explanations of charges.
- Subscription Safeguards: Implement double-confirmation systems for paid services.
- Customer Education: Initiate programs to improve digital literacy and service usage.
- Independent Oversight: Establish a regulatory body to ensure accountability.
Conclusion: Rebuilding Trust
DST’s swift action in resolving my complaint is a step in the right direction, but it must be part of a broader and sustained effort.
The Telcos Tell All podcast highlighted the sector’s aspirations for transparency while exposing glaring gaps in accountability.
For Brunei’s telecommunications sector to embody Vision 2035’s ideals of fairness and transparency, it must address customer grievances directly and consistently.
Without meaningful reforms, telcos risk eroding public trust in their services and the institutions they represent. (MHO/01/2025)
No comments:
Post a Comment