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Issue

Infrastructure

Car park

Enforcement

Reckless drivers

Public transport

Train and bus services

Public transport

Noise pollution

Public transport

Rude staf

Fares and
Ticketing

Public Transport Vouchers (PTVs)

Fares and
Ticketing

Public Transport Fares

Fares and
Ticketing

Fare Penalties

Fares and
Ticketing

Overcharging of fares

Obstruction of five foot walk way

To check
Illegal cooking/hawking activites

To check
Controlled burning
To check
To check

To check

Illegal dumping
Feedback on private ambulances

Feedback on non-fireman lifts/ escalator


To check
Traffic related

Enquiries & Feedback on Traffic Matters

Foreigners

Enquiries on Certificate of Clearance for


Foreigners

Licensing

Enquiries on Licensing Matters

Service Feedback
Information
Crime
Transport

Enquiries on comments & feedback on


SPF services
Information on crime
Crime in Progress & Urgent Police
Assistance
Appeal for waiver of Parking Ofence
Notices in HDB managed carparks

Transport

Handling of Parking Ofence Notices in


HDB managed carparks

Transport

Request for Temporary Season Parking


Tickets (TSPT) in HDB managed carparks

Cleanliness/
Maintenance

Maintenance of common properties in


HDB estates

Housing

Matters related to Town Councils

Animals

Animal issues

Cleanliness

High rise littering

Cleanliness/
Maintenance

Maintenance of SLA's empty land

Housing

Rules on using CPF monies to buy


property

Housing

Appeal for Additional Buyer's Stamp


Duty/ any tax related requests

Housing

Misconduct of housing agents

Building and
Construction

Enquiries and Feedback on Contractors


Registry / Builders' License applications/
renewals

Building and
Construction

Vibrations due to nearby construction


sites

Building and
Construction

Hoardings at construction sites

Building and
Construction

Purchase of building plans

Work Passes

Work Pass related issues

Customs

GST and Permits issues

Traffic

Queue cutting by drivers in the vicinity of the


land checkpoints

Traffic

Jams at BKE and Woodlands

Details
MOT sometimes receive feedback on public car parks,
which should be under URA or HDB

Agency
URA, HDB

MOT sometimes receive feedback on reckless drivers, which TP


should be under Traffic Police
Feedback about bus and train delays, disruptions, long
waiting time, crowdedness, impolite drivers and station
staf, train doors close too soon, which are under the
respective bus and rail operators' or LTA's purview.

SMRT, SBST, LTA

Noise from passing trains, construction of new MRT lines


which are under NEA and LTA respectively

NEA, LTA, SMRT,


SBST

Feedback about rude staf

SMRT, SBST

Status of PTV applications, requests for additional PTVs

PA

Feedback on how fares are decided, feedback on fare


review exercises

PTC

Appeals against fare penalties

PTC

Complaints over fare overcharging

SMRT, SBST,
TransitLink

Placement of items/display of good along fivefoot walkway


that are obstructing means of escape/fire engine access.

LTA

NEA
Illegal cooking activities that are taking place along fivefoot
walkways. Sometimes, there may be large scale cooking
(catering related) activities that may be taking place in
private residential homes
Incense burners placed along common areas of residential Town Council/
estates
NEA
Illegal dumping of items
We do not regulate private ambulances. Hence, feedback
on private ambulances should not be sent to us.

NEA
MOH

We do not look into non-fireman lift/ escalator matters.

BCA/ Building
management/
Town Council

Traffic-related

SPF

Migration-related

SPF

Application & Enquiries on Licences and Permits

SPF

Service related feedback

SPF

Information on crime

SPF

Crime in Progress & Urgent Police Assistance

SPF

Due to illegal parking, not displaying carpark coupons

HDB

For example, payment of fine, requestfor refund; enquiry on HDB


notice status

HDB

For example, void decks, common corridors, roof top,


external wall leakages, empty area outside the shops
(Outdoor display area), Service & Conservancy Charges
(S&CC), installation of CCTV at void deck, etc

Respective TCs

For example, service standards of TC's officers, or the


attitude from the TC officers

Respective TCs

stray cats at void decks

AVA and/or TC

For example, the resident complained about neighbours


throwing cigarette butts etc

NEA

For example, fallen trees, vector control on the empty SLA


land

HDB

For example, the customer appeals to use CPF money for


housing loan.

CPFB
IRAS

For example, poor service from housing agent or incorrect


advice from agents

CEA

Enquiries on how to register (or renew their registrations)


for BCA's Contractor Registration System or Building
Licensing Scheme

BCA

Feedback on vibrations due to nearby construction works

BCA

Feedback on adequacy of hoardings at construction sites

BCA

Enquiries on where to obtain the structural and


architectural floor plan of a private building.

BCA

Procedures, status and any other issues related to Work Passes


and Dependant Passes

MOM

Enquiries on GST and Permits

Singapore
Customs

Queue cutting by drivers in the vicinity of the land checkpoints

Jams at BKE and Woodlands which are caused by drivers not


following traffic rules

Traffic Police

Type of Feedback

Nature of Feedback

Frequency

Complaint

Frequently misdirected

Once to twice a month

Complaint

Frequently misdirected

A few cases a month

Complaint

Frequently misdirected

A few cases a week

Complaint

Frequently misdirected

A few cases a month

Complaint

Frequently misdirected

Request

Frequently misdirected

Once to two cases a


month
Once to twice a month

Complaint, Suggestion

Frequently misdirected

Once to twice a month

Complaint, Request

Frequently misdirected

Once to twice a month

Complaint

Frequently misdirected

Once to twice a month

Fire hazard

Frequently misdirected

10 times a month

Fire hazard

Frequently misdirected

10 times a month

Fire hazard

Frequently misdirected

10 times a month

Fire hazard
Feedback on Private
ambulances

Frequently misdirected
Frequently misdirected

10 times a month
2 times a month

Fire hazard

Frequently misdirected

5 times a month

Enquiries, Appeals & Other


Feedback
To check
Service Enquiry
Enquiry & Request
Service Feedback
Information
Request

To check
To check
To check
To check

Appeals

To check
Frequently misdirected

Service Enquiry

Frequently misdirected

4897
(Based on records from
Jan - Jun 2015)

Service Enquiry

Frequently misdirected

4037
(Based on records from
Jan - Jun 2015)

Service Enquiry

Frequently misdirected

about 3000 cases per


year

Service Enquiry

Frequently misdirected

about 100 cases per year

96,775
(Based on records from
Jan - Jun 2015)

Service Enquiry

Frequently misdirected

about 100 cases per year

Service Enquiry

Frequently misdirected

about 250 cases per year

Service Enquiry

Frequently misdirected

about 200 cases per year

Appeals

Frequently misdirected

about 200 cases per year

Appeals

Frequently misdirected

about 200 cases per year

Service Enquiry

Frequently misdirected

about 20 cases per year

Check

Check

Check

Check

Check

Check

Check

Check

Enquiry

Feedback
Feedback
Enquiry
Enquiry/Case-specific/Provision
of information on illegal
Frequently misdirected
employment

50x a month

Enquiry

10x a month

Frequently misdirected

Adverse feedback / Complaint

Frequently misdirected

15x a month

Adverse feedback / Complaint

Frequently misdirected

15x a month

Other Remarks
(If any)

If the location is at HDB car parks, then


frontline officer can refer the appeal to HDB
Branch office. Otherwise, the PON should be
under LTA or URA. One way is to check the
land ownership using OneMap.
If the location is at HDB car parks, then
frontline officer can refer the appeal to HDB
Branch office. Otherwise, the PON should be
under LTA or URA. One way is to check the
land ownership using OneMap.
If the location is at HDB car parks, then
frontline officer can refer the appeal to HDB
Branch office. Otherwise, the PON should be
under LTA or URA. One way is to check the
land ownership using OneMap.
Matters which are within the flat itself would
be under HDBs purview while matters which
are outside the flat (such as common
properties, corridors, roof top, etc) would fall
under the TCs charge.
Also, frontline staf should try to get the
address/ location of the matter so that they
could send to the correct TC.

As all the Town Councils are autonomous,


HDB does not have any control over the
Town Councils. Hence, such related feedback
will be referred to the respective TCs.

If it is stray cats around the common areas,


then it should be referred to AVA and TC (to
assist with the cleaning of the area, if
needed.)

HDB is the managing agent for some plot of


SLA land. Hence, HDB will take case of
vector control and fallen trees on the plot of
land if any.
Grass cutting will be done by Nparks
General cleaning will be done by NEA/DPC

Misdirected to ICA

Misdirected to ICA

We have noted that other agencies will forward


feedback on queue cutting by drivers in the vicinity
of the land checkpoints to ICA.
We will like to share with PSD that queue cutting is
not under the purview of ICA. For PSDs internal
information, we have checked with Traffic Police
(TP) on the matter previously. TP has advised that
queue cutting is not a traffic offence. However, if
the driver is driving recklessly or dangerously in the
course of queue cutting, TP will be able to look into
the matter. It may be worthwhile to validate this
again with TP and include in the NWD directory.

Misdirected to ICA

Generic Hotline

Issues Raised By

URA: 6329 3434


HDB branch hotlines

MOT

TP: 6547 0000

MOT

SMRT: 1800 336 8900


SBST: 1800-287 2727
LTA: 1800 2255 582

MOT

NEA: 1800-2255 632


LTA: 1800 2255 582
SMRT: 1800 336 8900
SBST: 1800-287 2727

MOT

SMRT: 1800 336 8900


SBST: 1800-287 2727

MOT
MOT

PTC: 6354 9020

MOT

PTC: 6354 9020

MOT

SMRT: 1800 336 8900


SBST: 1800-287 2727
TransitLink: 1800-2255 663

MOT

1800-CALL LTA (2255582)

SCDF

1800-CALL NEA (2255632)

SCDF

Town Council in charge. NEA Contact: 1800CALL NEA (2255632)

SCDF

1800-CALL NEA (2255632)


6325 9220

SCDF
SCDF

1800-3425222 or building management/ Town


Council

SCDF

Email: SPF_TP_Feedback@spf.gov.sgHotline: 6547 0000

SPF

SPF_CID_COC@spf.gov.sgHotline: 6435 8275/77

SPF

SPF_Licensing@spf.gov.sgHotline: 6835 0000

SPF

SPF_Feedback_Unit@spf.gov.sgHotline: 1800 358 0000

SPF

Hotline: 1800 255 0000


Hotline: 999

SPF
SPF

1800-2255432 (BRSL)

HDB

1800-2255432 (BRSL)

HDB

1800-2255432 (BRSL)

HDB

Individual TCs' hotlines

HDB

Individual TCs' hotlines

HDB

AVA/ Individual TCs' hotlines

HDB

HDB
6490 1111 (HDB's mainline)

HDB

HDB
HDB

HDB
1800-3425222

BCA

1800-3425222

BCA

1800-3425222

BCA

1800-3425222

BCA

ICA

ICA

ICA

ICA

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