Brunei’s Aging Society: A Looming Crisis

"By 2050, Brunei will have over 140,000 people aged 60 or older, presenting a seismic shift for the nation’s economy and social systems. With pensions falling short, healthcare gaps growing, and reliance on oil revenues becoming increasingly precarious, can Brunei rise to the challenge of safeguarding its elderly? Dive into the realities of an ageing society and explore the urgent steps needed to secure a sustainable future."

By Malai Hassan Othman

 

BANDAR SERI BEGAWAN, JANUARY 2025: Brunei Darussalam faces a critical demographic crisis as its population ages at an alarming rate. By 2050, approximately 28.7% of the population, or 140,000 individuals, will be aged 60 or older.

 

This pressing reality highlights the nation's unprepared infrastructure, social systems, and economy. Are we prepared to confront this “silver tsunami,” or are we quietly heading toward inevitable collapse?

 

The Heavy Price of Neglect

Many elderly parents find themselves financially supporting unemployed or underemployed adult children. 

 

Retirees in Brunei typically receive two types of allowances: a $250 monthly pension provided under the Old Age and Disability Pensions Act, which serves as a baseline safety net for all elderly citizens, and benefits from the Skim Persaraan Kebangsaan (SPK) for those who participated in the workforce. 

 

Retirees eligible for both allowances receive a total of $500 per month, with the SPK benefit increasing based on years of service and contributions.

 

However, many in the informal workforce, estimated to number over 86,700 today, such as small business owners and freelancers, are not subscribed to the Tabung Amanah Pekerja (TAP) or SPK schemes. 

 

As a result, tens of thousands of retirees rely solely on the inadequate $250 baseline pension allowance, which is insufficient to cover rising living costs. 

 

Moreover, recent amendments to the Old Age and Disability Pensions Act in July 2021 have excluded over 2,000 permanent residents with foreign passports from receiving the $250 monthly pension. 

 

Many of these individuals, often stateless and having obtained passports from their home countries for travel purposes, now find themselves in a precarious situation. 

 

Despite decades of living and contributing to Brunei, they are no longer entitled to the safety nets they once relied on, and many lack tangible connections—such as relatives or property—to their countries of origin. 

 

This glaring exclusion raises significant moral and economic concerns for the nation.

  

A Healthcare System Under Pressure

 

While pensions are one side of the story, healthcare is another. 

 

Brunei’s healthcare system is grappling with rising cases of non-communicable diseases like diabetes and hypertension, which disproportionately affect older adults. 

 

Elder-focused medical services and preventive healthcare face challenges in scaling up to meet the growing needs of retirees. 

 

While Brunei has made strides in healthcare accessibility, gaps remain in specialised elder care, creating barriers for some retirees to access tailored services. 

 

Transitioning from pensions to healthcare highlights an important area for improvement: how can a nation with a relatively high GDP per capita continue to ensure its ageing citizens receive adequate support?

 

The “Silver Tsunami” No One Is Prepared For

 

Brunei is not fully equipped to meet the needs of its growing elderly population, often referred to as a 'silver tsunami.' 

 

The country’s current infrastructure is insufficient to accommodate this demographic shift. 

 

Public spaces frequently lack essential features such as wheelchair access, and caregivers face challenges due to inadequate training and support. 

 

These issues highlight the pressing need for significant investment in the care economy, which could enhance the quality of life for the elderly while creating new employment opportunities.

 

Addressing this challenge requires that elder-focused services not only align with contemporary societal needs but also resonate with Brunei’s cultural and religious values, as defined by the Malay Islamic Monarchy (MIB) framework. 

 

It raises the question of whether enough has been done to uphold the traditions of filial piety and community care, while also adopting innovative caregiving approaches that ensure no one is left behind.

 

In his New Year 2025 titah, His Majesty Sultan Haji Hassanal Bolkiah emphasized the importance of inclusive development. 

 

He urged closer collaboration among the private sector, NGOs, and the community to enhance the nation’s competitiveness. 

 

His Majesty highlighted that inclusive and sustainable development is not merely an economic priority but a moral obligation, especially in protecting the welfare of the elderly and underprivileged. This vision reflects a broader aim of fostering a balanced society where no one is overlooked in Brunei’s progress.

 

Questions of Sustainability

 

Brunei's heavy dependence on oil and gas revenues raises significant concerns about the sustainability of its social safety nets. 

 

As reserves decline, the increasing costs of extraction, alongside falling global oil prices, have jeopardised revenue stability. 

 

With a global shift toward renewable energy, the need to diversify Brunei's economic base has become more urgent than ever. 

 

The continuity of pensions and welfare programs hinges on proactive economic reforms. 

 

The critical question is: are we ready to adapt to a future where our economy may not support our commitments as a welfare state?

 

Opportunities That Remain Untapped

 

While challenges are present, Brunei’s ageing society also offers untapped opportunities. 

 

Countries like Japan, Germany, and Singapore have successfully leveraged the 'silver economy' by developing elder-friendly products, services, and tourism hubs. 

 

Brunei has the potential to follow suit by promoting elder-friendly resorts, medical tourism, and innovative community hubs designed specifically for retirees.

 

Our elders can serve as valuable sources of wisdom and mentorship, contributing to the workforce in significant ways. 

 

However, programs designed to tap into this potential are still underdeveloped. 

 

Mentorship initiatives could not only help address youth unemployment but also provide retirees with a renewed sense of purpose. 

 

Additionally, the establishment of private aged care facilities—currently hindered by cultural resistance—could meet care needs while creating jobs. 

 

In Brunei, cultural and religious values under the MIB framework emphasise filial piety and community care for the elderly, which often discourages the use of institutionalised aged care facilities. 

 

Nevertheless, integrating these values into modern care solutions, such as elder-friendly community hubs and facilities that encourage family involvement, can help bridge this gap. Such initiatives preserve Brunei’s traditions while addressing the practical challenges posed by an ageing society.

 

Where Do We Go From Here?

 

The solutions are clear, but the commitment to act is uncertain. Here’s what needs to happen:

 

·    Invest in Preventive Healthcare: Expand medical services focused on elders, tackle non-communicable diseases at their roots, and introduce free annual health screenings for seniors.

 

·    Revamp Infrastructure: Ensure that public spaces, housing, and transportation are accessible and elder-friendly while promoting private aged care facilities as viable options.

 

·    Support the Care Economy: Develop comprehensive policies to support caregivers and professionalise caregiving, including financial incentives and skill training programs.

 

·    Leverage the Silver Economy: Position Brunei as a retirement haven and promote elder-friendly tourism and medical services to attract foreign retirees.

 

·    Foster Intergenerational Collaboration: Implement mentorship programs and create community hubs where elderly citizens can engage in meaningful activities alongside younger generations.

 

The ageing population is not a distant threat; it is a reality we are facing today. Ignoring it will not make it disappear. If we fail to act, we are not only failing our elders; we are failing ourselves and future generations. The time to act is now. (MHO/01/2025)

ASEAN’s Economic Boom: Can Brunei Compete or Risk Being Left Behind?

In a region buzzing with economic dynamism, Brunei risks falling behind. What’s holding the nation back, and how can it regain momentum?

By Malai Hassan Othman

 

BRUNEI DARUSSALAM, JANUARY 2025: The "ASEAN Insider" report by CNBC has stirred intense debate across Brunei.

 

Retired senior officials, intellectuals, and self-styled economists—armed with coffee cups and WhatsApp forwards—are dissecting the report's implications for Brunei. 

 

Social media platforms have become battlegrounds for commentary, ranging from cautious optimism to outright despair. 

 

The critical question looms: Can Brunei keep up with its ASEAN peers, or is it destined to remain an economic laggard? 

 

ASEAN’s Thriving Economic  Landscape

 

ASEAN collectively ranks as the world’s fifth-largest economy and continues to flourish due to its youthful workforce, diverse economies, and strategic location for global trade. 

 

In 2023, the region's GDP grew by an average of 4.5%, fueled by advancements in renewable energy, digital transformation, and regional agreements such as the Regional Comprehensive Economic Partnership (RCEP). 

 

Malaysia’s digital economy initiatives under its 12th Malaysia Plan prioritise innovation and infrastructure to stimulate growth. 

 

Indonesia’s ambitious infrastructure projects, including the development of the Nusantara capital city, leverage its vast natural resources to expand renewable energy and digital markets. 

 

Singapore, renowned for its strong regulatory frameworks and cutting-edge financial innovations, consistently attracts high-value investments. 

 

Meanwhile, the Philippines is enhancing its outsourcing capabilities through infrastructure improvements, and Vietnam is emerging as a leader in electronics and renewable energy exports. 

 

ASEAN’s commitment to sustainable development and the adoption of green technologies further solidifies its position as a global economic player, offering robust trade networks and a vibrant digital economy. 

 

In contrast, Brunei’s trajectory appears worryingly stagnant. 

 

The persistent concerns—overreliance on oil and gas, sluggish diversification, and youth unemployment - dominate discussions. 

 

Critics argue that the nation’s slow adaptation to changing global trends has left it trailing behind its ASEAN counterparts. 

 

Brunei’s Economic Reality

 

The harsh realities facing Brunei are difficult to ignore:

 

Dependence on Oil and Gas: Decades of discussions about diversification have yielded little progress. Over 60% of Brunei’s GDP and 95% of its exports still rely on hydrocarbons. What happens when the oil runs out or prices drop significantly? 

 

This is no longer a distant hypothetical scenario but a stark reality. Recent reports indicate that Brunei's oil production has fallen below 100,000 barrels a day—a dramatic decline from its previous output. 

 

Coupled with sluggish global oil prices, the nation’s revenue has suffered greatly, exacerbating the budget deficit and raising urgent questions about economic sustainability. 

 

Policymakers must acknowledge this troubling trend.

 

Sluggish FDI Attraction: While ASEAN peers welcome investors with open arms, Brunei's bureaucracy and limited market size have left it on the sidelines. 

 

"Why should investors choose Brunei?" one retired official questioned. "We’re not exactly rolling out the red carpet."

 

Budget Deficits: For over a decade, Brunei has faced budget deficits, relying on its sovereign wealth fund to bridge the gap. 

 

“How long can we keep depleting our reserves?” asked another intellectual. 

 

The situation emphasises the need for innovative public-private partnerships to diversify income sources and reduce reliance on state funds. 

 

These collaborations could involve inviting regional tech firms to establish hubs in Brunei or incentivising local startups to fill economic gaps.

 

Unemployment and Underemployment: Youth unemployment presents a looming crisis. 

 

"We’re graduating students who can’t find jobs," lamented a self-styled economist. 

 

"Isn’t this a systemic issue reflecting our misalignment of education and job market needs?" 

 

This mismatch highlights the shortcomings of the Wawasan Brunei 2035 framework.

 

Governance and Policy Gaps: Bureaucratic inertia and a culture of risk aversion hinder meaningful reform. "We’re too focused on being cautious to be bold," quipped a retired technocrat. 

 

Public sentiment underscores the urgent need for meritocracy, with many advocating for transparency and inclusivity in governance.

 

Neighbouring Success Stories

 

The comparisons are not flattering:

 

Malaysia: With a diversified economy and thriving digital sector, Malaysia continues to attract high-value FDI. Its bold initiatives, like the 12th Malaysia Plan, are paving the way for sustained growth.

 

Indonesia: As ASEAN’s largest economy, Indonesia is leveraging its vast natural resources and committing to renewable energy transitions while focusing on digital transformation and infrastructure.

 

Singapore: Known for its ease of doing business, Singapore attracts high-value investments by offering a strong regulatory framework and leading in financial innovation.

 

The Philippines: Recent efforts to enhance infrastructure and reduce bureaucracy are paying off, helping the nation secure its place as a global outsourcing leader.

 

Vietnam: Emerging as a global manufacturing hub, Vietnam is rapidly industrializing with strong policies supporting electronics and renewable energy exports.

 

Cambodia: Despite being one of ASEAN’s smaller economies, Cambodia has shown remarkable progress in garment manufacturing and tourism, supported by foreign investments and trade agreements.

 

Laos: With a focus on hydropower exports, Laos is positioning itself as the "Battery of Southeast Asia," contributing to regional energy demands and improving its connectivity through the Laos-China Railway.

 

Sarawak and Sabah: Sarawak is capitalizing on renewable energy as the "Battery of ASEAN," while Sabah leverages its natural beauty and agricultural strengths.

 

"Even Sarawak and Sabah are leaving us behind," one intellectual remarked. "We need to wake up."

 

Brunei’s Path Forward

 

Critics aren't just pointing fingers; they're also suggesting specific actions for policymakers. Their perspectives, though informal, reflect the broader concerns and aspirations of Brunei’s society. Here’s what they propose:

 

Accelerate Diversification: Opportunities exist in Islamic finance, ecotourism, and halal markets. 

 

"Why aren’t we capitalising on our natural assets?" asked a retired official. 

 

Well-structured plans for investment in these areas, along with private sector involvement, could open new revenue streams. 

 

Initiatives like the Economic Blueprint could effectively prioritise these sectors.

 

Attract High-End FDI: Streamlining regulations and creating investor-friendly policies is essential. 

 

"Political will and strong leadership can make a difference," emphasised another retired official. 

 

"We need to market Brunei as a niche market rather than a large one," suggested a self-styled economist. 

 

Efforts to attract industries in renewable energy and technology sectors could distinguish Brunei.

 

Invest in Human Capital: Align educationEducating young people in alignment with market demands is crucial. 

 

Reforms in curriculum and the introduction of vocational training in high-demand sectors like digital technology and green energy are needed. 

 

"Our youth represent our future, but we’re failing them," lamented an intellectual, highlighting the necessity for a significant overhaul of education and training systems.

 

Adopt Smart Investments: MoveThe nation should shift from cautious spending to strategic investments. 

 

"Prudence is acceptable, but boldness wins the race," argued a former policymaker. 

 

Targeted investments in renewable energy — especially solar farms—could position Brunei as a regional green energy hub.

 

Strengthen Regional Collaboration: By leveraging ASEAN partnerships, Brunei can integrate into regional supply chains and align with global trade standards. 

 

Potential initiatives could include Brunei leading in halal certification across ASEAN or developing solar farms to power local and regional energy grids.

 

Foster Participatory Governance: Establishing Citizen Councils and e-governance platforms can engage the public in decision-making processes. 

 

Grounded in Brunei’s Malay Islamic Monarchy framework, participatory governance can promote inclusivity, transparency, and accountability while reflecting cultural and religious values.

 

A National Wake-Up  Call

 

The attention surrounding the "ASEAN Insider" report should serve as a wake-up call for Brunei. 

 

Imagine a future in which Brunei leads the region in renewable energy, providing clean power to its ASEAN neighbours via interconnected grids. 

 

Envision a vibrant Islamic finance hub that attracts global investors or a flourishing ecotourism sector showcasing Temburong’s pristine rainforests. 

 

As one retired official aptly stated, "The nation must become conducive to development—socio-economic and political—as a means of escaping what appears to be stagnation." 

 

Bold reforms and strategic leadership are critical to realising this vision. The opportunity to act is now; it requires courage, unity, and a willingness to embrace change. (MHO/01/2025)

From Informal Jobs to Vision 2035: Brunei’s Workforce Struggles Continue

By Malai Hassan Othman

BRUNEI DARUSSALAM, JANUARY 2025: Brunei’s labour market challenges remain a significant roadblock to achieving Vision 2035. 

 

With 11,700 unemployed citizens and over 86,700 informal workers, the nation’s ability to create a resilient and sustainable workforce is under scrutiny. 

 

This follow-up delves deeper into the realities behind the numbers, shedding light on the voices of those affected and exploring practical solutions.

 

Informal Jobs: A Short-Term Solution with Lasting Impacts

Informal jobs often lack contracts, benefits, or job security, leaving workers vulnerable to exploitation and financial instability.

 

These jobs also limit workers' ability to contribute to TAP and SPK, further jeopardising their future financial security. 

 

Simplifying business registration processes and ensuring access to TAP and SPK for informal workers could be game-changers. 

 

Offering incentives like supplemental income protection and extended benefits could encourage formalisation, enabling more sustainable career paths.

 

An independent observer noted, "Formalizing informal work is essential for a stable economy. Without it, we risk an underutilized workforce and limited social protections." 

 

The informal sector, comprising over 100,087 workers, provides temporary relief but lacks long-term stability. 

 

For Siti, an informal worker who lives paycheck to paycheck, emergencies can bring devastating financial consequences. 

 

Meanwhile, Brunei employs 73,845 work pass holders, highlighting the untapped potential of its unemployed workforce. 

 

Better workforce management could empower unemployed locals to fill roles currently occupied by foreign labour, reducing dependency and strengthening the local economy.

 

Countries like Malaysia and Indonesia offer valuable lessons. 

 

Malaysia’s token taxation model encourages small-scale entrepreneurs to formalise their businesses, making it easier for them to access financial resources. 

 

Similarly, Indonesia’s flat 0.5% tax on gross turnover for micro-enterprises has successfully integrated informal businesses into the formal economy. 

An economist commented, "The key lies in blending formalisation with accessible incentives, ensuring that businesses see the value in transitioning without fear of excessive costs."

 

Voices from the Ground: Stories of Struggle

The personal accounts of Bruneians reveal the harsh realities of the workforce. 

 

One worker lamented, “Banyak factors yang menghalang for us untuk berjaya..telampau banyak rintangan, apabila berjaya terpaksa membagi makan banyak mulut untuk terus hidup.” This highlights the emotional and financial strain faced by families.

 

Rahim, a university graduate, has been searching for work for over a year despite his qualifications. 

 

Siti, an informal worker, shared, “If I fall sick, I don’t earn anything. With this job, we don’t even have the opportunity to invest in our future and retirement in TAP and SPK, let alone save for our kids’ education.” 

 

These experiences reflect the plight of the 69,200 informal workers in the services sector, as reported in the Labour Force Survey (LFS) 2023.

 

A policy expert remarked, "We need to address the root causes, not just the symptoms. 

Aligning education with market needs and fostering innovation in small businesses can unlock new opportunities for locals."

 

Economic Diversification: A Necessity for Growth

Brunei’s reliance on oil and gas poses a significant vulnerability. Efforts to diversify into sectors like technology, tourism, and agriculture have progressed slowly. 

 

The CSPS Job Futures study warns that without automation and AI adoption, economic stagnation will persist.

 

Public-private partnerships could foster innovation and growth

 

Providing grants, low-interest loans, and mentorship to startups could stimulate entrepreneurship. 

 

Lessons from Malaysia and Indonesia highlight the value of robust ecosystems for small businesses, which can create sustainable job opportunities while reducing reliance on foreign labour. 

 

The Financing for Sustainable Development Framework emphasises the importance of mobilising resources for sustainable and inclusive growth. 

 

It highlights that "investment in dynamic and people-centred economies is key to fostering innovation and creating productive employment."

 

Leadership and Action: Paving the Way for Vision 2035

 

Realizing Wawasan 2035 requires decisive leadership and collaboration across all sectors. 

 

As one community leader remarked, “While the journey is tough, our shared resilience and determination can transform these challenges into opportunities.”

 

Key priorities must include upskilling the workforce, formalizing informal jobs, and diversifying the economy. 

 

Strong collaboration between government, private sectors, and communities will be essential to creating a prosperous future for all citizens. 

 

An independent report stressed, "Managerial capital, which refers to the skills, expertise, and efficiency of management across all sectors, is a critical missing component in developing economies like Brunei. 

 

For example, effective managerial leadership can optimise resource allocation, enhance workforce productivity, and drive innovation. 

 

In the context of small and medium enterprises (SMEs), a lack of managerial expertise often leads to inefficiencies, limited scalability, and missed opportunities. 

 

Bridging this gap can empower local businesses to compete regionally and internationally while fostering a more robust economic ecosystem."

 

A Call to Action

Brunei stands at a crossroads. Leaders must act boldly to address the labour market crisis. 

 

Vision 2035 can be a transformative milestone or a missed opportunity. 

 

For Rahim, Siti, and countless others, the stakes couldn’t be higher. The time to act is now. Brunei’s future depends on it.

 

Imagine a Brunei where every citizen has access to stable employment, where businesses thrive on innovation, and where economic growth benefits all. 

 

That vision is achievable—but only with decisive action today. (MHO/01/2025)

 

A New Hope for Brunei’s Telcos: Prompt Action, Persistent Issues

"Caught in the roaming trap again—despite switching off my phone! My recent bill shock exposes persistent flaws in Brunei’s telecommunications system. As DST takes swift action to address my case, the bigger question looms: are telcos doing enough to prevent such issues for everyone? Dive into the Telcos Tell All podcast and the growing public demand for reform."

By Malai Hassan Othman

 

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)