Page 72 - Annual Report 2014
P. 72
Uninterrupted availability of mobile, broadband, fixed Content Responsibility Overview
network and TV services to millions of our customers We have implemented policies to protect children from
is our top business priority. Transparency in tariffs, undesirable online content. StarHub SafeSurf on Mobile mobile Strategy
customer satisfaction, privacy protection, making is a network-based mobile Internet content filtering accessibility
telecom services available to all sections of society, service which allows children the freedom to use their above
responsible content and supply chain sustainability are mobile devices to access content and information while
our main marketplace priorities. protecting them from undesirable and inappropriate 99.9%
contents. StarHub SafeSurf Online, an Internet content
Mobile Accessibility filtering service for all computers connected to a home Quality and
Our goal is to maintain quality and reliability of service network, can be used to block out undesirable websites. reliability of service
above 99.9%, which we have achieved over the years. consistently
Consumer Privacy and Data Security achieved over
All groups, including residents and visitors, have We respect customers’ privacy. Protecting customer the years.
access to our telecom services in accordance with the data and customers’ privacy is a key priority for us.
registration criteria set by the regulatory agencies. Our Our customer privacy and data security policies comply Performance
approach to human rights issues relating to the access with Singapore’s Personal Data Protection Act which
and use of telecommunication products and services came into force in 2014. Governance
is in line with the policies issued by the regulators, IDA
and MDA. We do not send promotional and marketing messages via Financials
phone calls, text messages and faxes to customers who
We reported four network outages in 2014 to IDA, have registered their phone numbers with the National Do
which will investigate those incidents. We also provided No Call (DNC) Registry, except for those who had given
information on those outages via StarHub's social specific consent to receive marketing messages. Those
media channels and technical support hotline. who have given their consent earlier can also withdraw
their consent to stop receiving messages.
Emergency Preparedness
We recognise the importance of providing, maintaining The StarHub website includes a simple-to-use portal
and swiftly recovering our info-communications that allows customers to register their Opt-In or Opt-
services in the event of an emergency, disaster Out preferences for Voice Call, SMS/MMS and Fax from
or crisis situation. StarHub and our preferred partners.
StarHub was the first info-communications company Content Values
in Singapore to be successfully certified to Singapore Our content policies are guided by the Voluntary Code
Standards SS540: 2008 for Business Continuity for Self-regulation of Mobile Content in Singapore
Management (BCM) in May 2011. In May 2014, that we jointly developed with the other two telecom
StarHub successfully converted to ISO 22301:2013 companies. We are committed to ensuring that all
which is the ISO standard for BCM. StarHub’s BCM content across our platforms is free from undesirable
programme focuses on Info-Communications or offensive content that is objectionable on the
Network, Infrastructure and Support Services for grounds of public interest, public morality, public
Mobile, Television, Broadband and Fixed. The BCM security, national harmony, or that is illegal under
programme is also supplemented by Pandemic Plan, Singapore laws.
Haze Response Plan and Crisis Communication Plans
to ensure StarHub is able to address different Other tools that our customers can use to make
crisis situations. informed choices about viewing content carried on our
mobile or TV platforms include the channel locking
Singapore Quality Class (SQC) feature, parent advisory messages and content ratings.
StarHub achieved Spring Singapore’s SQC certification
in December 2014 demonstrating commitment in StarHub promotes content in all national languages
the pursuit of excellence in the areas of Leadership, and free-to-air broadcasting. Our support for art,
Planning, Information, People, Processes, Customers culture and education includes the promotion of TV
and Results. programmes for schools, educational TV shows,
news and information programmes; arts and cultural
programmes; as well as drama and sports programmes.
StarHub Ltd | Annual Report 2014 69
