Legal

Terms and Policies
Sales & Marketing Code of Practice
  1. About MyRepublic, Who We Are At MyRepublic, we sell a suite of broadband services including our Pure, Gamer and Business packages. Our mission is to achieve the highest standard of integrity and fair dealing in our sales and marketing activities.Who we are is driven by our three passions.
    • We are passionate users of the Singapore National Broadband Network (NBN), which allows us to deliver a superior customer experience on one of the best networks in the world.
    • We are passionate about the explosion of Internet-enabled devices and online, cloud services, which allows us to deliver endless possibilities for consumers looking for more choice in the home beyond traditional Internet, voice and TV offerings.
    • We are passionate about our network of dealers and distributors, both individuals and merchants, which we use to sell our products and services. This turns the traditional operator model on its head and opens-up the telecom value-chain, by giving everyday Singaporeans a home-based business opportunity in this thriving market.
  2. The Purpose of this Code of PracticeThe purpose of this Code is to ensure best practice when we work with our customers.
  3. Advertising and PromotionsWe advertise and promote our services in a range of ways including by radio advertising, Website promotions, and storefronts. In all cases, our employees and representatives must act responsibly and comply with this Code of Practice, as well as any other relevant laws and regulations including the Consumer Protection (Fair Trading) Act (Cap. 52A), the Consumer Protection (Fair Trading) (Cancellation of Contracts) Regulations 2009, and the Consumer Protection (Fair Trading) (Opt-out Practices) Regulations 2009.We always aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair and that it does not contain any false or misleading information about price, value or service.We do not denigrate other providers of telecommunications or broadband Internet services.
  4. How We Make Contact with CustomersCustomers might join MyRepublic over the telephone, through the Internet or by signing up either at a dealer storefront or after meeting someone from our door-to-door team. Or a customer might join MyRepublic after speaking to one of our direct-selling MyRepublic Partner Program (MPP) Consultants.Whatever the case, it’s important to MyRepublic to take a responsible approach and keep to the following principles when we contact new customers:
    1. Our representatives will show discretion when they visit your home, particularly after dark. We do not visit homes before 9am or after 8pm, unless you ask us to.
    2. We will not call you before 8am or after 9.30pm, unless you ask us to.
    3. If one of our representatives visits your home, they must wear an identity badge that clearly displays the name of MyRepublic and a unique identification number for that representative.
    4. On contacting you by phone, our representatives will immediately identify themselves, giving their name, and say that they are calling on behalf of MyRepublic. They will also explain that MyRepublic is a residential telecoms provider, why they are calling and the expected call length.
    5. Our representatives will be courteous, use appropriate language and offer clear and straightforward explanations. They will use only the material that we have approved to explain the service to you.
    6. Our representatives will never misrepresent the services of MyRepublic or any other company and will always provide factual and accurate information.
    7. Our representatives will cease contact if you indicate that the contact is inconvenient, unwelcome, inappropriate or too long. If you request it, the representative will end the discussion immediately and, if visiting your home, leave the premises immediately.
    8. Our representatives will never abuse the trust of vulnerable customers e.g. those who are elderly or whose first language is not English, or who have special needs. Our representatives will never pursue a sales conversation if they have reason to believe that the customer is vulnerable.
  5. Recruitment and Training of Sales Staff & MPP ConsultantsAll our sales staff and representatives are trained to ensure they have sufficient understanding of the industry, the law, the business and our company processes such that any relevant advice given by them is not misleading.We give our people the right training to make sure you’re sold the right product and you know exactly what you’re buying.We also require our sales staff and representatives to go through a continuous training programme to update their knowledge as and when necessary.
  6. How you sign-up for MyRepublic ServiceYou may make a contract with MyRepublic services in five separate ways:
    1. in writing, when you visit a MyRepublic dealer store-front;
    2. verbally, when you agree over the phone to take MyRepublic service;
    3. by signing up on the MyRepublic Website;
    4. in writing, when someone from our door-to-door team visits your home; or
    5. in writing, through a MyRepublic MPP Consultant.

    When you sign up at a MyRepublic dealer store-front

    • You will be explained the service to enable you to understand the service you have chosen and how it works.
    • You will be asked to sign our order form and contract, which we have designed to make the contractual nature of these documents clear to you. While a summary of the terms and conditions is set out on the backside of the order form, a full copy of our terms and conditions is available on our Website at www.myrepublic.com.sg.

    When you agree over the phone to take MyRepublic service

    • During the call, the MyRepublic representative will explain the service to enable you to understand the service you have chosen and how it works.
    • You will be asked to confirm that you are entering into a contract that has a minimum commitment period.
    • You will receive confirmation of your order by post and/or email. This will include your date of activation and a welcome pack, including a summary of our terms and conditions. A copy of our full terms and conditions is available on our website at www.myrepublic.com.sg.
    • We record all calls for training and quality-assessment purposes.

    When you Sign-up on the MyRepublic Website

    • You will be prompted to read and agree to the full terms and conditions before completing the transaction of signing up for MyRepublic services.
    • The final page will confirm your personal details.
    • We will send you a welcome pack, including a summary of our terms and conditions, by post and/or email. A copy of our full terms and conditions is available on our website at www.myrepublic.com.sg.

    When you Sign-up through our Door-to-Door team

    • You will be explained the service to enable you to understand the service you have chosen and how it works
    • You will be asked to sign our order form and contract, which we have designed to make the contractual nature of these documents clear to you. While a summary of the terms and conditions is set out on the backside of the order form, a full copy of our terms and conditions is available on our Website at www.myrepublic.com.sg

    When you Sign-up through a MyRepublic MPP Consultant

    • You will be explained the service to enable you to understand the service you have chosen and how it works.
    • You will be asked to sign our order form and contract, which we have designed to make the contractual nature of these documents clear to you. While a summary of the terms and conditions is set out on the backside of the order form, a full copy of our terms and conditions is available on our Website at www.myrepublic.com.sg.
    • You will have the right to cancel at any time during a 5-day cooling off period. In the event of cancellation during the cooling-off period, your agreement is treated as if it had not been made. Please be aware that you will lose your right to cancel during the cooling-off period once we have commenced activation of the services or you use the services, whichever is the earlier. Any Equipment provided to you free of charge, you will be required to return to us (unused and in the same condition as when it was provided to you) within 5 days.
  7. Consumer Protection 
    We comply with all applicable consumer-protection laws and other legal requirements.
  8. Customer Complaints
    We are committed to providing the best communications service in the industry. We give our people the right training to make sure you’re satisfied. But however hard we try, sometimes things still go wrong. If they do, we want to know as quickly as possible so that we can put them right. Email us at feedback@myrepublic.com.sg.