Personal Data Protection Act (PDPA): Key legislation governing the collection, use, disclosure and care of personal data. Relevant for handling customer information during the complaints process, including consent requirements, data storage, and retention policies.
Consumer Protection (Fair Trading) Act: Framework for consumer rights protection, including fair dealing requirements, consumer remedies, and business obligations in handling customer complaints and disputes.
CASE Guidelines: Guidelines from Consumers Association of Singapore covering best practices for complaint handling, consumer dispute resolution procedures, and service standards.
TRUST SG Mark Guidelines: Standards for customer service excellence, including specific requirements for complaint handling procedures and response time requirements for businesses in Singapore.
Industry-Specific Regulations: Sector-specific regulatory requirements that may apply depending on the business type (e.g., financial services, healthcare, telecommunications), including particular complaint handling procedures.
Alternative Dispute Resolution Framework: Guidelines covering mediation procedures, Small Claims Tribunals jurisdiction, and various industry-specific dispute resolution schemes available in Singapore.
Competition Act: Legislation ensuring fair business practices and non-discriminatory treatment of customers in handling complaints and providing services.
ISO 10002:2018: International standards providing guidelines for complaints handling in organizations, including quality management systems and customer satisfaction principles.
