Personal Data Protection Act (PDPA): Singapore's primary data protection legislation governing the collection, use, disclosure and care of personal data. Key considerations include handling of personal information during complaints process, data protection obligations, and requirements for consent and disclosure.
Consumer Protection (Fair Trading) Act (CPFTA): Framework for consumer protection in Singapore, covering fair trading practices, consumer rights and remedies, and guidelines on unfair practices that should be addressed in complaint handling.
Small Claims Tribunals Act: Legislation governing the jurisdiction and procedures for claims up to SGD 20,000, which should be referenced as a potential resolution pathway in the complaint resolution policy.
CASE Guidelines: Guidelines from the Consumers Association of Singapore providing best practices for complaint handling, consumer protection standards, and mediation procedures.
IMDA Guidelines: Regulatory framework from Info-communications Media Development Authority specific to telecommunications and media services, including complaint handling requirements for regulated industries.
MAS Guidelines: Monetary Authority of Singapore guidelines specific to financial services sector, including requirements for financial dispute resolution.
Employment Act: Primary employment legislation in Singapore, relevant for handling employee grievances and ensuring fair employment practices in internal complaint procedures.
Alternative Dispute Resolution Framework: Encompasses the Mediation Act and Arbitration Act, providing framework for alternative dispute resolution methods that should be incorporated into the complaint resolution process.
Industry-Specific Regulations: Various sector-specific regulatory requirements that may apply depending on the business sector in which the complaint resolution policy will be implemented.
Competition Act: Legislation governing fair competition practices and anti-competitive behavior, which may need to be considered in complaint handling procedures related to market conduct.
