Our service commitment

Help us serve you better

We value your interactions with us. Clear, constructive feedback and suggestions are useful to help us in our regular review of policies, processes, and services.

You can help us serve you better by:

• Identifying yourself clearly, including your name, NRIC or FIN number, contact details and case reference number.
• Providing accurate, clear and complete information and documents within the stipulated timeline. This will save time and help you avoid delays in processing your request.
• Being civil, honest and professional in your dealings with us. Please understand that we will not respond to any person who is abusive, offensive or threatening in language or behaviour.
• Using the right service channels meant for the services that you need.

When reporting possible offences

Each report filed is treated seriously and we require you to be certain that a violation is being committed before making a report. MOM receives many reports of possible offences, and many of these are subsequently found to be untrue. The effort to investigate false reports should be used more productively on genuine cases.

We seek your help to identify yourself when giving information on possible offences, to enable us to clarify on the information provided. We are not able to act on incomplete or unclear information given to us. You can choose to remain anonymous to the party you are making a report against. If you request this, your identity and the information given will be kept confidential. You don’t need to worry about your privacy as we will not divulge your details without your consent.

We thank you for your civic-mindedness in reporting possible offences. However, to maintain the integrity of investigations, we will not be able to update you on the investigation process and outcomes, unless necessary.

Use eServices where possible

We strongly encourage you to use the eServices available, which are faster and more convenient than in-person interactions. Our main service platforms are:

• WP Online and EP eService – perform work pass transactions.
• Our new Work Permit eService (for businesses) – apply for a Work Permit.
• Work Permit transactions for domestic helpers and confinement nannies – for employers or employment agents to use.
• Check and pay foreign worker levy – check your latest levy amount, view details of your bill and make payment.
• WSH incident reporting – report workplace accidents.
• Make, change or cancel appointment – make an appointment with us. You can also view, change or cancel your appointment.
• Enquiries and feedback – submit online enquiries, feedback and suggestions or report suspected work pass infringements.
• Contact us – find MOM locations, phone numbers and fax numbers.

Check the MOM website

80% of the email, phone and in-person enquiries we receive are answered using information that is available on the MOM website. To save time, you should start by first checking the MOM website. We update our website frequently with the latest information and add useful new tools to help you complete your tasks.

Here are some useful links to our website:

• Work passes
• Employment practices
• Workplace safety and health
• Labour market statistical information

What you can expect from us

We strive to meet the following service standards:

For processing passes, permits and licences

Work pass applications:

Service	Processing time
Application for Work Permits	Online: within 1 week for most cases. Manual: within 3 weeks for most cases.
Application for EP	Online: Processed or given an update within 10 business days.
Application for S Pass	Online: Processed or given an update within 10 business days.

Factory registrations:

Service	Processing time
One-time factory registration application	Within 7 working days
Renewable factory registration application	Within 1 month

Employment agency licences:

Service	Processing time
New employment agency licence application	Within 7 working days
Issue employment agency licence	Within 3 working days of receiving payment

For replying to enquiries or feedback

For this channel	We aim to
MOM hotlines	Make our lines accessible. Call volumes are high, especially from Mondays to Wednesdays. We seek your understanding if you have difficulty getting through to speak to our officers.
Emails	Reply to email enquiries within 7 working days.
Mail correspondence	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 1 calendar month.

For advisory services

For these customers	We aim to
With appointment	Serve you promptly at the appointed time you have chosen.
Without appointment	Attend to you as early as we can. You may have to wait up to 3 hours to be served. We encourage customers to make an appointment to meet our officers through Zoom Video. Find out how to make a Zoom advisory service appointment.