DST Customer Charter
Datastream Digital Sdn Bhd | Our Commitment to Delivering a World-Class Customer Experience
At Datastream Digital (DST), we hold ourselves accountable to exceptional standards of service execution, transparency, and operational efficiency. This Charter establishes our mandatory performance targets across all business touchpoints, reflecting our commitment to maximizing customer satisfaction.
1. Commitment to Service and Support
Digital-First:
Promoting our customers using MyDST app for priority convenience for all account management including bill payment, top-ups and viewing billing information, including non-telco services such as DST’s shops, digital wallet and P2P transfers.
Retail Branch Standards (DST Branches)
DST aims to process your request within these timelines:
| Type | Timeline | Description |
|---|---|---|
|
Bill Payment |
1-3 minutes |
Processing postpaid payments (Mobi, Freedom, Infinity), balance inquiries, and real-time ledger updates. |
|
Registration & Port In |
30-45 minutes |
New account registration, KYC verification, SIM activation, and mobile/fixed number porting process. |
|
Other Account Services |
15-30 minutes |
Plan upgrades/downgrades, line terminations, billing disputes, logging formal feedback, and outbound porting. |
Note: Processing times may vary depending on network traffic, system volumes, or core platform performance.
- 24/7 Hotline Support (DSTCARE 151)
15-Second Pickup Target:
Routing servers and Interactive Voice Response (IVR) systems are configured to ensure phone calls are answered by our DSTCare 151 agent in an average of 15 seconds, bypassing unnecessary hold protocols.
2. Commitment to Transparency and Billing
Refundable Deposits:
When you terminate your service, we will use your deposit to pay off any outstanding remaining balance on your account. Anything left over will be refunded to you.
Billing Transparency & Data Alerts:
Providing accurate, transparent billing based on approved tariffs without hidden charges or unnoted adjustments. Automated SMS alerts immediately upon consuming 50%, 80% and 100% of plan data bundled and data add-on allowances respectively. Detailed invoicing for the past 3 months can be accessed via MyDST app, WhatsApp Dee and 151. Applicable approved tariffs shall be applied for billing service request as follows:
| Billing Service Request | Fees and Charges |
|---|---|
|
Printing itemised bill |
$2 per 25 records |
|
Bill printing |
$2 per page |
Customer Support with Zero Support Fees:
You can get completely free assistance anytime by calling DSTCare 151 or messaging our WhatsApp chatbot, Dee.
3. Customer Rights and Contract Terms
Data Privacy & Security:
All data collection and processing at DST is strictly governed by the Authority for Info-communications Technology Industry (AITI) Personal Data Protection Order (PDPO). Under our Privacy Policy, your information is:
Collected transparently for legitimate purposes only.
Processed lawfully in line with national cybersecurity mandates.
Secured rigorously across all channels to protect your privacy.
Contractual Autonomy:
Residential contracts are capped at a maximum of 24 months; Business/Enterprise at 36 months. Contract expiry notification alerts are issued 2 months in advance. No automated contract rollovers.
Subscription Flexibility:
You have the flexibility to change, upgrade or downgrade your monthly plan at any time through our official retail branches or digital channels. Please note that changing, upgrading, or downgrading your plan may be subject to specific fees and charges depending on your selected plan option.
For voluntarily suspension, the minimum duration is three (3) months with a monthly fee of $10 per month. Applicable for non-contract with zero outstanding only.
Prepaid Number Re-activation:
If your EASI prepaid plan expires, there’s no need to worry. You have a 6-month grace period after expiry to easily reactivate and keep your registered number.
4. Complaint Handling & Resolution Times
Resolution times are measured in full Working Days from the moment the ticket is officially logged:
| Complaint Category | Resolution Target | Scope of Complaint |
|---|---|---|
|
Credit Limit Issues |
1-3 Working Days |
Account suspensions, line re-connections, and temporary credit limit adjustments. |
|
Billing Issues |
3-7 Working Days |
Detailed breakdown checks on invoice, and dispute reviews on rates and tariff for Mobi, Freedom, and Infinity plans. |
|
Easi Prepaid Issues |
3-7 Working Days |
Easi Prepaid balance deduction and discrepancies, Easi activation and top-up / recharge failures, and deactivated Easi SIM validity. |
|
Data & Internet Issues |
3-7 Working Days |
Fixed and Mobile broadband speed drops, data bundle errors, data usage dispute and APN profile configurations for WiFi modem and router. |
|
Network & Signal Quality |
3-7 Working Days |
Signal degradation, slow bandwidth speeds and quality, and service outage. |
Note:
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- Approved refunds, ledger reversals, or invoice credits are subject to standard bank clearing cycles and are not included in DST’s core processing timeline.
- Resolution times may be extended beyond the listed targets for incidents involving network downtime, fiber cuts/outages, or non-standard installations. These complex issues involve external dependencies on third-party contractors and UNN infrastructure for civil works and advanced troubleshooting.
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