Personal Data Protection Act (PDPA): Key legislation governing the collection, use, and handling of personal data in complaints processing. Covers data protection obligations, consent requirements, and proper handling of personal information during complaint resolution.
Consumer Protection (Fair Trading) Act: Primary legislation ensuring fair trading practices, defining consumer rights and remedies, and establishing business obligations in handling consumer complaints.
CASE Guidelines: Guidelines from the Consumers Association of Singapore covering best practices for complaint handling, mediation procedures, and consumer dispute resolution frameworks.
IMDA Guidelines: Regulatory guidelines from Info-communications Media Development Authority specifically for telecommunications and media-related complaints, including service standards and response time requirements.
MAS Guidelines: Monetary Authority of Singapore guidelines specifically for financial services-related complaints, covering dispute resolution processes and customer fairness requirements.
Employment Act: Legislation relevant for employee complaints and grievances, including procedures for workplace harassment and internal dispute resolution.
Industry-Specific Regulations: Sector-specific compliance requirements and industry standards that may affect complaint handling procedures depending on the business sector.
Alternative Dispute Resolution Framework: Including the Mediation Act and Small Claims Tribunals Act, providing frameworks for alternative dispute resolution mechanisms outside of traditional legal proceedings.
