StarHub’s new channels: Consumers protected under IMDA’s code for pay-TV operators

We refer to the letter, "StarHub viewers 'held hostage' by programming decisions" (July 9).

Pay-TV operators refresh their content offerings from time to time, based on their content strategy and commercial negotiations with the rights owners.

To protect consumers' interests, the Media Market Conduct Code set by the Infocomm Media Development Authority (IMDA) requires that pay-TV operators notify subscribers at least a month before terminating any pay-TV channels.

The code also allows consumers to exit their pay-TV packages without early termination charges if there are detrimental material changes.

The removal of the Discovery channels has reduced the total number of channels in some StarHub subscribers' pay-TV subscriptions by at least 20 per cent.

These affected subscribers can exit their StarHub pay-TV service contracts without paying any early termination charges, as provided for under the code.

IMDA is closely monitoring StarHub's handling of this termination to ensure it complies with the code.

IMDA understands that StarHub has notified its affected subscribers and is also taking additional active measures to address their subscribers' concerns, including bill rebates, free preview and replacement channels.

We encourage customers to consider the various options provided by StarHub and to contact StarHub if they require further assistance.