Our Service Commitment
What you can expect from us
We strive to do the following:
Service Standards for Processing of Passes/Permits/Licences
Work Pass Applications
- Process Work Permit online applications submitted via WPOL by the next working day
- Process Work Permit manual applications submitted via SingPost within 7 working days
- Process Employment Pass, S Pass or related pass applications within 1 week (for electronic applications) and 5 weeks (for manual applications)
Factory Registration
- Process one-time Factory Registration applications within 7 working days
- Process renewable Factory Registration applications within 1 month
Employment Agency Licence
- Process applications for new Employment Agency licences within 7 working days
- Issue Employment Agency licences within 3 working days of receiving payment
Service Standards for Replying to Enquiries/Feedback
MOM Hotlines
- Maintain high accessibility of our lines. Due to high call demand, if you select the option to speak to an officer, we may take longer to answer your calls.
- If you are calling to check the status of your work pass applications or the validity of existing work passes, please use the self-help options available in our Interactive Voice Response System (IVRS).
- If you are giving feedback on MOM’s policies or services, please write to us using our online feedback form.
- If you are making general enquiries, you are encouraged to look for the relevant information by visiting the FAQs on our website.
Emails
- Reply to general email enquiries within 3 working days
- Reply to email enquiries that are case-specific within 7 working days
Faxes
- Reply to faxes within 14 working days
Hard Copy Correspondences
- Respond to general enquiries within 14 working days
- Give an interim reply within 3 working days for hard copy enquiries that are case-specific
- Reply to hard copy enquiries that are case-specific within one calendar month
Counter Services
- Attend to you within 30 minutes from the time the queue ticket is issued for advisory and transactional services over the counters. During peak periods, you may have to wait slightly longer.
- Attend to all customers who have an appointment with us within 15 minutes of the scheduled time. This is not applicable for conciliation meetings and investigation cases.
How you can help us serve you better
We value your interactions with us.
Clear, constructive feedback and suggestions are useful in our regular review of policies, processes, and services.
To help us serve you better, we seek your cooperation to:
- Identify yourself clearly when you interact with us, including your name, identity reference (NRIC/FIN), contact details, and case reference number where applicable. The time saved in writing back to obtain such basic details could be better used to service your request. The only exception is when you wish to make a report on possible offences that you have direct knowledge on, but would prefer to remain anonymous. We will respect your request for privacy in such instances. For all cases involving reports of possible offences, we will not be able to update you on the investigation process and outcomes, unless you are a party that is directly involved in the case.
- Provide accurate, clear and complete information/documents within the stipulated timeline (if indicated). This will minimise the need for us to ask for more information, seek clarity, or request for documents to be re-submitted. It also helps to avoid any unnecessary delay in the processing of your applications/claims/appeals.
- Be civil, honest, and professional in your dealings with us. Please understand that we will not be able to respond to any person who is abusive, offensive or threatening in language or behaviour.
- Use the appropriate service channels meant for the specific services that you require.
While we understand many customers may prefer one service channel over another (eg. Preferring face-to-face interactions or the hotline over emails), doing so for issues that are non-urgent or critical affects our ability to serve those who need it more.
We strongly encourage you to use the eServices available which are more speedy and convenient. Our respective dedicated service platforms are:
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