ZeroMobile Decries IMDA’s Response as “Excessive,” Eyes Return to Singapore After License Reinstatement
When Australia-based virtual operator ZeroMobile (formerly Zero SG) abruptly halted its Singapore services in December 2019, it promised customers a swift return with “new and modular pricing plans.” Yet no fresh offerings ever materialized, and by March 2020 the Infocomm Media Development Authority (IMDA) had suspended ZeroMobile’s MVNO licence over unresolved billing disputes and placed the company—and its directors—on a blacklist.
License Suspension and Reinstatement
ZeroMobile’s CEO, Glenn Mohammed, recounts that the IMDA suspended their licence on very short notice after receiving a dozen customer complaints. Although the team addressed most issues within a week and worked diligently on more complex cases, Mohammed says the regulator’s decision to pull the plug—and to publicly blacklist the company—was “excessive.”
“We were taken aback when IMDA unilaterally suspended our licence without advance warning,”
“While we respect IMDA’s authority and apologise for the delays in resolving these matters, the public severity of the action was disproportionate.”
On 24 June 2020, however, the IMDA reinstated ZeroMobile’s operating licence in Singapore, clearing the way for the MVNO to resume its planned relaunch.
Operational Setbacks and Rebuilding Efforts
According to Mohammed, ZeroMobile had been in the midst of securing fresh investment, overhauling its organisational structure, and upgrading its network systems—changes deemed “critical” to delivering better prices, improved connectivity, and a smoother customer experience. The sudden licence suspension, he explains, stalled negotiations, derailed investors’ confidence, and damaged the company’s reputation.
“Negotiations were put on hold, our funding fell through, and our brand suffered,”
“Labeling us and our directors as blacklisted without prior notice was unjustified—no other MVNO in Singapore has faced such a public dressing-down.”
What Lies Ahead
With the regulatory cloud now lifted, ZeroMobile plans to reconnect with partners in Singapore to explore a service relaunch. The firm is also urging the IMDA to review broader industry hurdles, including its complaints handling process, a local credit reporting framework, and concerns over market cannibalisation—issues that, in ZeroMobile’s view, have hampered many homegrown MVNO ventures.
“We love Singapore and its people, which is why we chose to invest here,”
“Our goal remains to contribute to a more resilient, balanced, and sustainable telecommunications sector for all consumers.”
As ZeroMobile charts its next steps, Singapore’s mobile market will be watching closely to see whether the newcomer can deliver on its promise of innovative, customer-centric plans—and reclaim the momentum it lost amid regulatory upheaval.