In pursuance of our mission, we aim to achieve public satisfaction with the services we provide. Our service targets are:
To answer '999' calls within 10 seconds
Our aim is to answer your '999' call within 10 seconds, which is about 3 rings of the telephone. We expect to meet that standard at least 90% of the time.
To arrive at urgent incidents within 15 minutes and non-urgent incidents within 30 minutes
Based on the information you give us, we decide whether to send a police officer urgently to your assistance. Our aim is to have a police officer with you within 15 minutes for urgent incidents at least 87% of the time and within 30 minutes for non-urgent incidents at least 90% of the time. In deciding what is urgent, we listen carefully to what you tell us. We always send a police officer immediately, when:
Someone has been seriously injured or is in danger
There is a serious risk to property
A crime is in progress
Someone suspected of committing a crime is close by, or you know where the person is, and there is an immediate opportunity to arrest the suspect
A further crime might be committed
To respond to letters from the public within 5 working days
Our aim is to reply to your correspondence, including letters, facsimiles and emails, within 5 working days upon receipt of the correspondence. We expect to meet that standard 90% of the time. At the very least we will let you know if we need more time to give you a full reply. You will always be given the name and telephone number of an officer to contact, if you need to.
To update victims of crime on the preliminary status of cases within 7 working days
If you happen to be a victim of crime, our aim is to update you on the
preliminary status of your case within 7 working days of your initial police
report. We expect to meet that standard 90% of the time. If we are unable to
provide a conclusive update on the status of your case by then, our reply to
you, at the very least, will include the name and contact number of your
investigator and the classification of your case. This is because the case is
still undergoing investigation and we need more time to give you a proper reply.
We will provide further updates when there is further development.
To attend to customers at police service counters within 15 minutes
Our aim is to attend to all customers at police service counters within 15 minutes. We expect to meet that standard 75% of the time. If our officer is already dealing with another person, please be patient, but should you think your need is urgent, please tell the officer when you first arrive.
Monitoring of standards
These service standards will be audited by the Service Development and Inspectorate Department of the Singapore Police Force. The Commissioner of Police will publish the results of our ability to achieve these targets annually.
Public feedback
There will be occasions when, despite our best efforts, we are unable to deal with your case within the stipulated time frame. If you wish to furnish your feedback on how we can improve our services, you may contact the Quality Service Manager, Singapore Police Force at Tel:1800-253 4434 or Customer Relations Branch at Tel:1800-358 0000 or Email: SPF_Customer_Relations_Branch@spf.gov.sg.
Alternatively, you may also write to:
The Quality Service Manager
Singapore Police Force
Police Headquarters
New Phoenix Park
28 Irrawaddy Road
Singapore 329560
