Service Standards

When connected via Email,

All enquiries received through emails will be answered within 72 hours.

We aim to reply to your complaints within 5 working days. Should we need more time to resolve your issue, we will make sure to let you know why.

When connected on telephone,

1. staff will clearly mention their first name
2. The staff member who answers your call will aim to provide first call resolution. Should the query be out of the call center scope of services, then your enquiry will be transferred to the right person in charge.
3. Should there be a need for a callback, the staff will try to get back to you as early as possible
4. When returning your call, the staff will clearly mention their name and the entity department, and their purpose for reaching out.