- We pledge to be loyal and true to the Police service and the Republic of Singapore.
- We pledge to uphold the law, to protect life and property, to prevent and detect crime.
- We pledge to discharge our responsibilities without fear or favour, regardless of race, language or religion.
- We pledge to strive for excellence, to be proactive and to exercise initiative in our duties.
- We pledge to serve our community and our country and to be courteous and humane in our dealings with every fellowman.
Police are committed to providing a high standard of service to you. We will respond to you based on the following service standards.
To answer '999' calls within 10 seconds
The '999' is the Police emergency response. 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
Our aim is to have a police officer with you within 15 minutes for urgent incidents at least 87% 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 provide full replies to clear-cut enquiries from the Public within 3 working days
Our aim is to reply to your clear-cut enquiry within 3 working days. We expect to meet that standard 100% of the time. Clear-cut enquiries are queries sent via e-Feedback in which the answer is common knowledge or easily available, and do not require further fact-finding.
To respond to letters from the public within 5 working days
For all other enquiries, we will reply you 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 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 Delivery Department of the Singapore Police Force. The Commissioner of Police will publish the results of our ability to achieve these targets annually.
Seeking your cooperation
To help us deliver good service, we seek your cooperation:
- Not to abuse the '999' call. The '999' is the Police emergency response. You may contact our Neighbourhood Police Centres/Posts for non-emergency matters.
- Give us accurate and complete information.
- Understand our scope of work correctly. To help you to better understand our work processes, you may refer to Police procedures for information.
- Treat Police with courtesy and respect.
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 SPF Feedback Unit at Tel:1800-358 0000 or write in to us via e-Feedback.
Alternatively, you may also write to:
The Quality Service Manager
Singapore Police Force
New Phoenix Park
28 Irrawaddy Road
Last Updated on 21 April 2016