- Complainants may opt to remain anonymous. However contact details must be provided for follow-up and verifications purposes.
- Confidentiality of complainants will be ensured. Details of complainants shall be protected and will be revealed only at a Director level of the relevant authority or agency.
- Appointment of focal points at PMO and the ministry/agency concerned for ease of monitoring.
- The ministry/ agency concerned is responsible for resolving the issues forwarded by PMO.
- Complaints will be received and compiled by designated officers at PMO Office
- Acknowledgement letter/ email will be issued to complainants within 5 working days of receiving complaint. The acknowledgement will provide complainant with the contact name responsible for dealing with the complaint for ease of monitoring.
- Eligible complaints will be forwarded to the relevant agency by email and to be followed by a formal letter from SUT PMO to SUT of the respective agency, copied to the Minister for response and action. The timeframe to respond should not take more than 2 weeks.
- Complaints will be investigated as swiftly as possible and where applicable, the complainant will receive a regular update on the progress of the investigation (when required depending on the complexity of the issues reported).
- Notification of Response/Action of complaints within 7 days after the final decision is made, and will be either:
- By the respective agency directly to the Business/Investor, with a copy to the PMO Office;
- Via written letter / email.
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