We would like to clarify that for business reasons as well as to safeguard the interests of our customers, our practice is such that we would require the subscriber to be physically present when he or she signs up for a new mobile phone line at our shops.

On Feb 9, we were unable to accede to Mr Foo's request to sign up for a fifth mobile phone line under his mother's name as she was not present at the StarHub Shop.

We understood from Mr Foo that his mother was then at another part of the building. When Mr Foo returned to the StarHub shop the next day without his mother, we were still unable to allow him to sign up for the new mobile line for the same reason.

We had since contacted Mr Foo and even visited his home on Feb 11 to apologise for any inconvenience caused.

StarHub values our customers and we always strive to provide the best service possible for them. We do not condone any lapse in customer service, and would take the necessary steps to remedy and correct any instances where we could have done better.

Similarly, as our employees are important to us, we will step in to protect them should any of them be subject to abusive language or behaviour in the course of performing their work duties.

We thank Mr Foo and his family for their kind understanding regarding this incident, and for their support of StarHub's services.

Caitlin Fua (Ms)

Corporate Communications Manager

StarHub