1. The Complainant is to provide the following information:-
   
   
   • Your Name, Address, contact numbers and email address
   • Name of the Service Provider
   • Nature of home services provided by the Service Provider
   • Invoice / Bill number of the Service Provider / copy of invoice or receipt
   • Nature of complaints / faults
   • Specify what you wish to be done
     
     
2. NTUC Income will revert to the Complainant by the next working day.
   
   
3. NTUC Income will discuss with the responsible Service Provider about the Complaint and revert to the Complainant with a suggested resolution within 3 working days after Step 2.
   
   
4. The Service Provider undertakes to rectify the defects or faults specified by the Complainant if the Service Provider is willing, able and competent to do so to the Complainant's satisfaction within 7 working days from Step 3.
   
   
5. If they are unable and or unwilling for whatever reasons, to rectify the defects or faults, NTUC Income reserves the right to appoint an Alternate Service Provider to rectify the defects or faults to the Complainant's satisfaction within 7 working days from Step 3. [The Alternate Service Provider's costs will then be borne by the Service Provider.]
   
   
6. If the Complainant is still dissatisfied after Step 5, NTUC Income may offer reasonable monetary compensation to the Complainant for any damages, losses and expenses suffered by him arising from or in connection to the defective or faulty repairs.
   
   
7. In the event of any further dispute, the parties shall either:
   
   (i) refer the dispute for mediation at the CASE Mediation Centre; or
   (ii) refer the dispute for arbitration in accordance with the Arbitration Act; or
   (ii) refer the dispute to the Small Claims Tribunal.
   
   NTUC Income agrees to pay the award or judgment or settlement sum to the Complainant and bear all costs and expenses incurred with respect to the dispute, if the award or judgment is given in favour of the Complainant.

For any enquiry, please contact us at:
Email: benefits@income.com.sg
24-Hour Hotline: 6788 8788