Compilation of FAQs - Marinet · mobile number; or • You are a foreigner with an expired permit (e.g. renounced work permit / employment pass); or • Your SingPass account has

MyInfo Compilation of FAQs

Document Name: MyInfo Consolidated FAQs

Page 0 of 26 Last updated: 1/23/2018

Compilation of FAQs

Nov 2017 Version 4.1 – For MPP




About the Consolidated FAQ Document

This document contains a structured list of Frequently Asked Questions (FAQs) relating to MyInfo.

The responses aim to help facilitate a deeper understanding of the MyInfo initiative, and provide

key information required for supporting queries from the agencies and members of the public.

These responses are organised under two key sections:

1) Public Query Support (Applicable to Agencies and the Public)

The “Public Query Support” section addresses queries in four key areas:

1. General Responses

2. Technical / Functional Queries

3. Data Related Queries

4. Privacy Related Queries

The “Public Query Support” section addresses potential enquiries from the public, which

may be published on the FAQ webpages of the various participating agencies, digital

services and MyInfo.

2) Internal Agency Support (Meant for Internal Reference)

The “Internal Agency Support” section aims to support agencies in managing queries from

the public and to assist with troubleshooting potential technical issues.




Figure 1 below depicts the overall FAQ framework:

Figure 1: FAQ Framework




In order to navigate through the table of contents below, click “Ctrl + Left Click” to select a certain

topic or question:

Table of Contents:

1. PUBLIC QUERY SUPPORT ............................................................................................... 6

1.1. General Responses ................................................................................................... 6

1.1.1. What is MyInfo?.................................................................................................... 6

1.1.2. What are the benefits of MyInfo? .......................................................................... 6

1.1.3. How does MyInfo work for government digital services? ...................................... 6

1.1.4. How does MyInfo work for private sector services? .............................................. 6

1.1.5. Why does the Government require my information again? ................................... 7

1.1.6. Am I eligible for a MyInfo profile? ......................................................................... 7

1.1.7. Why don’t I qualify for a MyInfo profile? ................................................................ 7

1.1.8. Which government digital services can I use MyInfo for? ..................................... 7

1.1.9. Are there plans to extend MyInfo to other government digital services? ..............10

1.1.10. Which private sector services can I use MyInfo for? ............................................10

1.1.11. What are the supported mobile browsers for MyInfo? ..........................................10

1.1.12. What are the supported desktop browsers for MyInfo? ........................................10

1.2. Technical & Functional Related Queries .................................................................12

1.2.1. What are the key functions available on MyInfo? .................................................12

1.2.2. When will changes or updates to my personal data be reflected on my MyInfo

profile? ................................................................................................................12

1.2.3. Can I delete my profile? .......................................................................................12

1.2.4. What types of transactions are recorded under MyInfo’s transaction history? ......12

1.2.5. What is the “Manage Settings” function? .............................................................13

1.2.6. Why can’t I log-in to MyInfo? ...............................................................................13

1.2.7. How do I navigate my MyInfo profile? ..................................................................13

1.2.8. I am an Employment Pass / Work Permit holder but my occupation is inaccurately

reflected on my profile. How do I amend it? .........................................................13

1.2.9. Why is my MyInfo profile inactive and how can I reactivate it? .............................14

1.2.10. Who should I contact if I have issues with my MyInfo profile?..............................14

1.2.11. Who should I contact if I have digital service related issues?...............................14

1.2.12. What is the hotline for the MyInfo Helpdesk? .......................................................14

1.2.13. What are the opening hours for the MyInfo Helpdesk? ........................................14




1.3. MyInfo Data Related Queries....................................................................................15

1.3.1. For government digital transactions, what data will be retrieved upon SingPass

authentication? ....................................................................................................15

1.3.2. For government digital transactions, will all my data be automatically retrieved? .16

1.3.3. For transactions with commercial entities, what data will be retrieved from my

MyInfo Profile? ....................................................................................................16

1.3.4. How can I update my Name/Sex/Date of Birth/Nationality/Country of

Birth/Race/Dialect in MyInfo? ..............................................................................16

1.3.5. My marital status in my profile is incorrect. How do I update my marital status? ..17

1.3.6. My school/occupation is not in the dropdown list. How do I update the Name of

School/Occupation fields in MyInfo? ....................................................................17

1.3.7. Why wasn’t my financial information auto-filled on the digital service form, like the

rest of my information? ........................................................................................17

1.3.8. Why isn’t my financial information showing up in my MyInfo Profile? ...................18

1.3.9. How current is my financial information, taking into account the down time? .......18

1.3.10. Why is my CPF information not available? I am transacting outside of the scheduled

maintenance periods. ..........................................................................................18

1.3.11. My CPF information appears to be incorrect. How do I fix this? ...........................18

1.3.12. Why can’t I see other CPF information besides what is displayed in MyInfo? Where

can I see it? .........................................................................................................18

1.3.13. I received an error message from MyInfo when I tried to retrieve my CPF information

to transact. What happened?...............................................................................19

1.3.14. How can I print my CPF Contribution history in MyInfo? ......................................19

1.3.15. Why are some fields on MyInfo non-editable? .....................................................21

1.3.16. My government-verified information is incorrect. What should I do? ....................21

1.3.17. Will the Government include more data fields in the future? ................................21

1.3.18. If I edit or change my data on MyInfo, will the data changes be updated across all

participating agencies? ........................................................................................21

1.4. Privacy Related Queries ...........................................................................................22

1.4.1. Will the Government be using data from my profile for other purposes? (e.g.

research, policy studies, etc.)? ............................................................................22

1.4.2. Will commercial entities be using data from my profile for other purposes? (e.g.

research, policy studies, etc.)? ............................................................................22

1.4.3. Who else can access the information on my MyInfo profile? ...............................22

1.4.4. Will the system administrators and Helpdesk staff be able to view my personal data?

............................................................................................................................22




1.4.5. After my data is shared for the purposes of a digital service transaction, will the

digital service have access to all my MyInfo profile personal data? .....................22

1.4.6. Why is my consent required for certain transaction? ...........................................22

2. INTERNAL AGENCY SUPPORT (FOR INTERNAL ONLY) ..............................................23

2.1. Helpdesk Escalation .................................................................................................23

2.1.1. What is the helpdesk escalation procedure? .......................................................23

2.1.1. When should I route a call from my Agency to the MyInfo central helpdesk? .......23

2.1.2. What should I do if a user calls to update information on his / her MyInfo profile?

............................................................................................................................23

2.2. Other Support Related Queries ................................................................................23

2.2.1. Can I inactivate or reactivate the MyInfo profile on behalf of the user? ................23

2.2.2. Am I able to view or access a user’s MyInfo profile? ...........................................23

2.2.3. Can I make profile changes or updates on behalf of the user? ............................24

2.2.4. Can I view transactions associated to a user’s MyInfo profile? ............................24

2.2.5. Can I select a preferred mode of notification on behalf of the user? ....................24




1. PUBLIC QUERY SUPPORT

1.1. General Responses

1.1.1. What is MyInfo?

MyInfo is a service that allows SingPass users to manage their personal data and pre-fill forms in digital services transactions. This includes government-verified data that is retrieved across participating Government agencies and data you contributed to form your Profile. This means that users need only provide personal data once to the Government, instead of repeatedly providing data for every online transaction. Users can view their own personal data profile here.

1.1.2. What are the benefits of MyInfo?

By using your profile, you can enjoy the following 3 benefits:

• No more repetitive filling of your personal information for multiple online transactions with participating digital services;

• Reduce the incidence of mistakes as a result of human error;

• Eventually do away with the need for physical documents as verifications to complete transactions.

1.1.3. How does MyInfo work for government digital services?

1. Authentication: After initiating a transaction, you will be directed to SingPass to authenticate yourself.

2. Verify and/or give consent: Upon logging in via SingPass, your personal data will be retrieved from various participating public agencies into the digital service form. Please verify that the information in the form is accurate. If financial data is required for the transaction, your consent will be requested.

3. Submit the application: Complete the transaction.

1. AUTHENTICATE

Log in via SingPass to authenticate yourself.

2. VERIFY

Verify your personal data, and give consent to the retrieval of financial data.

3. TRANSACT

Submit the application.

1.1.4. How does MyInfo work for private sector services?

http://www.myinfo.gov.sg/




1. Choose MyInfo option: you must click on the ‘Retrieve MyInfo’ button when using private sector digital services to launch the service.

2. Authentication: Upon clicking ‘Retrieve MyInfo’, you will be directed to SingPass to authenticate yourself.

3. Give consent: To protect your privacy, you are required to explicitly give consent for any information to be used with private sector digital services. If you do not give consent, you can proceed to fill up the form manually and submit the requested supporting documents.

4. Verification: Once consent has been obtained, your details will be retrieved from various participating public agencies into the digital service form. Please verify that the information in the form is accurate.

5. Submit the application: Complete the transaction.

1.1.5. Why does the Government require my information again?

The Government has restricted personal data-sharing practices on a need-to-know basis due to the confidential nature of your personal data. We recognise that this may have created unnecessary inconvenience, where you might be required to submit additional physical documents such as your CPF statements for verification. To simplify your online transactions, all SingPass have a MyInfo Profile. Eligible residents can choose to use their profile in digital services transactions to pre-fill online forms.

1.1.6. Am I eligible for a MyInfo profile?

SingPass users who have set up their 2FA (2-Factor Authentication) and have

registered their e-mail address or local mobile number will be eligible for a MyInfo

Profile. Foreigners who have a valid permit (e.g. work permit / employment pass)

can also register for SingPass.

1.1.7. Why don’t I qualify for a MyInfo profile?

You will not be eligible for a MyInfo Profile under the following conditions:

• You have an active SingPass account without a registered email or local mobile number; or

• You are a foreigner with an expired permit (e.g. renounced work permit / employment pass); or

• Your SingPass account has been deactivated or is dormant.

1.1.8. Which government digital services can I use MyInfo for?

The list of participating government digital services can be found here:




Agency Digital Service Description

1. Ministry of Social & Family Development (MSF)

Baby Bonus Online – Join Baby Bonus Scheme

For eligible parents to join the Baby Bonus Scheme and enjoy cash gift disbursement and Government matching of deposits into the Child Development Account.

Office of the Public Guardian - Online Search

For public to apply for a search of the Public Guardian registers.

Office of the Public Guardian - Register LPA

For applicants to register an instrument as a Lasting Power of Attorney (LPA).

Casino Exclusion System

For public to apply for casino exclusion and check exclusion status. Casino Exclusion prohibits individuals from entering the casinos in Singapore. There are three main types of Casino Exclusion – Self-Exclusion, Family Exclusion and Automatic Exclusion by Law.

Casino Visit Limit System

Casino Visit Limit limits the number of visits per month an individual can make to the casinos in Singapore. There are three main types of Casino Visit Limits – Voluntary Visit Limit, Family Visit Limit and Third Party Visit Limit.

Social Development Network

A one-stop resource centre on relationship skills, social interaction opportunities and information.

2. Inland Revenue Agency of Singapore (IRAS)

Updating of contact details

Updating of contact details held by IRAS via a web portal.

3. Housing Development Board (HDB)

Application for flats Electronic application for HDB flats via a web portal.

4. Ministry of Manpower (MOM)

Foreign Domestic Worker’s WINS

For renewal of work permit, and the application for new foreign domestic workers.




5. Singapore Police Force (SPF)

Electronic Driver Data Information & Enquiry System

Online enquiry system for the public, insurance and car rental companies to check a motorist’s driving license status and eligibility for Certificate of Merit (COM).

e-Focus Digital reporting hub for reporting of crime or lost property.

PLUS – Police Licensing CompUterised System

Application for private lotteries permit.

6. Ngee-Ann Polytechnic (NP)

Online Course Application System

Online application system for NP courses.

eRecruitment Portal

Online application system for NP jobs.

Joint Polytechnic Admissions System

Online application system for prospective students.

7. Singapore Land Authority (SLA)

Single Contact Point for TOL

Online application for Temporary Occupational License

8. National Environment Agency (NEA)

Hawker's Online A portal for the management of stall licenses, tenancies, etc.

9. Agri-Food & Veterinary Authority of Singapore (AVA)

Pet Animal Licensing System

Online application for pet license.

10. Singapore Examinations and Assesment Board (SEAB)

Internet Examination Registration System

Online application for students to register for GCE, O and A-Levels.

11. Temasek Polytechnic (TP)

Course Application Status Enquiry and Enrolment

Online application for status enquiry and enrolment of courses.

12. Sport Singapore (SPORTSG)

SPORTSG Membership Management System

Digital service to allow members of public to book facilities and sign up for programmes

13. Republic Polytechnic (RP)

Alumni Portal Update of alumni particulars

14. Nanyang Polytechnic (NYP)

NYP E-RECRUITMENT

NYP Job Application System

EAE Joint Poly System

For EAE application




1.1.9. Are there plans to extend MyInfo to other government digital services?

To increase convenience, MyInfo will be rolled out to most of the SingPass 2FA-enabled digital services by mid-2018.

1.1.10. Which private sector services can I use MyInfo for?

Bank Banking Product

DBS

DBS Multiplier Savings Account

DBS eMulti-Currency Autosave Plus Account

DBS eMulti-Currency Autosave Account

DBS Multi-Currency Autosave Plus Account

DBS Multiplier Account

POSB Current Account

POSB Everyday Savings Account

POSB eSavings Account

POSB Payroll Account

MySavings Account

eMySavings Account

POSB SAYE Account

POSB eEveryday Savings Account

DBS 1 Click Particulars Update

OCBC OCBC 360 Savings Account

SCB Standard Chartered Bonus$aver Savings

Standard Chartered MyWay Savings

UOB Krisflyer UOB Account

UOB ONE Card

1.1.11. What are the supported mobile browsers for MyInfo?

MyInfo is best viewed via the following mobile browsers:

iOS: Safari versions 8.07 onwards Android: Google Chrome for Android versions 43 onwards

1.1.12. What are the supported desktop browsers for MyInfo?

MyInfo is best viewed via the following desktop browsers: 1. Internet Explorer: Versions 9 onwards 2. Firefox: Versions 39 onwards 3. Safari: Versions 8.07 onwards




4. Chrome: Versions 43 onwards




1.2. Technical & Functional Related Queries

1.2.1. What are the key functions available on MyInfo?

You will be able to perform the following functions:

1. View your profile: You must have an active SingPass account for this.

2. Edit your profile: You may update your personal information for user provided data fields.

3. View your Transaction History: You may view transactions and consent associated with your profile that have occurred over the past 6 months.

4. Manage your settings: You may configure what information is displayed in MyInfo, as well as when and how you would like to be notified on your MyInfo transactions.

1.2.2. When will changes or updates to my personal data be reflected on my MyInfo

profile?

Your profile consists of two data field types:

• User-provided Information – The information updated on user-provided fields will be reflected after they have been updated and saved by the user.

• Government-verified Information – For government-verified fields, please contact the relevant source Agency update any information in your profile. The duration of this process will vary depending on each Agency and it will take an additional 1 working day for this information to be reflected on MyInfo after verification by the relevant Agency.

In your profile, the green tick – “ ” – next to a data item indicates that the data source was a public Agency.

The black tooltip icon – “ ” – provides useful information, including: ▪ a description of the data field, ▪ the source of data, ▪ the latest verified date, and ▪ how you can update the data field.

1.2.3. Can I delete my profile?

MyInfo serves as the Profile of your National Digital Identity. As such, you cannot delete it. If you do not wish to use your MyInfo Profile in digital services transactions, you may choose to key in the required data manually. You may need to submit supporting documents for verification should you do this.

1.2.4. What types of transactions are recorded under MyInfo’s transaction history?




You can view your transactions and consent associated with MyInfo over the past

6 months.

The Transaction History tab will record the following events:

• A digital service has extracted your profile data for pre-filling purposes with your consent; and

• Any changes you have been made to your profile.

1.2.5. What is the “Manage Settings” function?

The “Manage Settings” function allows you to configure what information is

displayed in MyInfo, and to choose your preferred mode of receiving notifications.

You can choose howyour income & CPF information is displayed in MyInfo, and can choose to be notified when:

• Your profile has been modified; and/or

• A digital service has extracted your profile data for pre-filling purposes.

You may choose to receive your notifications via mobile SMS or email. You can

update your mobile number and e-mail via your SingPass contact detail page here.

1.2.6. Why can’t I log-in to MyInfo?

Please ensure that you have keyed in the correct password. If you are still unable to log-in, your MyInfo Profile may have been inactivated due to security and data privacy reasons. Please contact the MyInfo Helpdesk for assistance.

1.2.7. How do I navigate my MyInfo profile?

On the MyInfo landing page, you will be able to select various info sections of your profile by clicking on the corresponding icon at the bottom of the cover image titled, “Personal”, “Contact”, “Income & CPF”, “Employment & Education”, “Family” and “Other”. Clicking these icons will take you to the relevant section of your profile page.

1.2.8. I am an Employment Pass / Work Permit holder but my occupation is

inaccurately reflected on my profile. How do I amend it?

Your employer will need to inform the Ministry of Manpower (MOM) of any changes in your employment details via the iSubmit function here. Please select request type ‘Work Pass Application Matters (Excluding Work Permit)’ if you are an S Pass or Employment Pass holder when submitting the document. For work permit holder, your employer needs to fill in the ‘Change of Work Permit holder’s occupation’ form and submit it through request type ‘Amendment of Information/Particulars for Foreign Workers and Foreign Domestic Workers’ here.

http://www.singpass.gov.sg/myinfo/common/contactus


http://www.mom.gov.sg/eservices/services/isubmit

http://www.mom.gov.sg/passes-and-permits/work-permit-for-foreign-worker/notify-mom-of-changes


https://services.mom.gov.sg/isubmit/Forms/iSubmitForm.aspx




Your profile will reflect the updated employment details after MOM has approved

the amendment.

1.2.9. Why is my MyInfo profile inactive and how can I reactivate it?

There are several reasons why your MyInfo profile may be inactive:

1. Your SingPass account is no longer valid; 2. Your employment pass or work permit is no longer valid; or 3. Your MyInfo profile has been inactivated by the system administrator due

to security and data privacy reasons.

You may contact the MyInfo Helpdesk for assistance to reactive your profile.

1.2.10. Who should I contact if I have issues with my MyInfo profile?

You may contact the MyInfo Helpdesk for issues relating to your MyInfo profile.

1.2.11. Who should I contact if I have digital service related issues?

For issues relating to specific digital services, please contact the respective organisation you are transacting with. You may contact the MyInfo Helpdesk for assistance.

1.2.12. What is the hotline for the MyInfo Helpdesk?

Our hotline number is +65 6643 0567.

1.2.13. What are the opening hours for the MyInfo Helpdesk?

Our operating hours are from 8.00 am to 8.00 pm (Mondays to Fridays) and from 8.00 am to 2.00 pm (Saturdays). We are closed on Sundays and Public Holidays.







1.3. MyInfo Data Related Queries

1.3.1. For government digital transactions, what data will be retrieved upon

SingPass authentication?

Personal data relevant to the transaction, such as the data found on your NRIC,

will be pulled into forms upon SingPass authentication.

GOVERNMENT-VERIFIED DATA FIELDS AUTO-POPULATED UPON SINGPASS LOGIN:

Residential Status

Data Field

Source Agency

Singapore Citizen / Permanent

Resident Foreigner

Singapore Citizen / Permanent

Resident Foreigner

✔ 1. NRIC Number ICA -

✔ 2. Foreign Identification Number - MOM/ICA

✔ ✔ 3. Name (as in NRIC) ICA MOM/ICA

✔ ✔ 4. Sex / Gender ICA MOM/ICA

✔ ✔ 5. Race ICA MOM/ICA

✔ 6. Dialect ICA -

✔ ✔ 7. Nationality ICA MOM/ICA

✔ ✔ 8. Date of Birth ICA MOM/ICA

✔ ✔ 9. Country of Birth ICA MOM/ICA

✔ 10. Registered Address ICA -

✔ 11. Type of Housing HDB/URA -

✔ 12. Marital Status MSF -

✔ 13. Marriage Date MSF -

✔ 14. Divorce Date MSF -

✔ 15. Occupation - MOM

✔ 16. Name of Employer - MOM

✔ 17. Secondary Race ICA -

✔ 18. Residential Status ICA -

✔ 19. Passport Number1 ICA -

✔ 20. Passport Expiry1 ICA -




1.3.2. For government digital transactions, will all my data be automatically

retrieved?

No. The Government takes your privacy seriously. Consent will always be sought for transactions that require confidential government-verified data, such as your yearly income and CPF statements, before it continues. GOVERNMENT-VERIFIED DATA FIELDS THAT REQUIRE CONSENT FOR AUTO-

POPULATION:

Residency Status Data Field Source Agency SC PR F SC PR F ✓ ✓ ✓ 1. Yearly Assessable Income IRAS IRAS IRAS

✓ ✓ ✓ 2. Year Assessed IRAS IRAS IRAS ✓ ✓ ✓ 3. Ownership of Private Residential Property IRAS IRAS IRAS

✓ ✓ 4. CPF Contribution History CPFB CPFB -

✓ ✓ 5. CPF Account Balances (OA/MA/SA) CPFB CPFB -

1.3.3. For transactions with commercial entities, what data will be retrieved from

my MyInfo Profile?

Commercial entities can only request personal data that is required for their

forms and to process your transaction. Consent will always be sought before any

personal data is retrieved.

1.3.4. How can I update my Name/Sex/Date of Birth/Nationality/Country of

Birth/Race/Dialect in MyInfo?

These fields are government-verified, and reflect what has been registered with the government. To find out more about changing your residential address, please click here (https://www.ica.gov.sg/page.aspx?pageid=141) To find out more about changing your Name in your NRIC, please click here (https://www.ica.gov.sg/page.aspx?pageid=140) To notify MOM of changes if you are a Work Permit holder, please click here (http://www.mom.gov.sg/passes-and-permits/work-permit-for-foreign-worker/notify-mom-of-changes)

https://www.ica.gov.sg/page.aspx?pageid=141

https://www.ica.gov.sg/page.aspx?pageid=140






To notify MOM of changes if you’re an Employment Pass holder, please click here (http://www.mom.gov.sg/passes-and-permits/employment-pass/notify-mom-of-changes) Click here for a full listing of government-verified fields available in MyInfo.

1.3.5. My marital status in my profile is incorrect. How do I update my marital

status?

The marital status in MyInfo reflects your marital status as it is registered with the Government. To update this field, please contact MSF via email at [email protected].

1.3.6. My school/occupation is not in the dropdown list. How do I update the Name

of School/Occupation fields in MyInfo?

The Name of School and Occupation fields are free-text fields; if you cannot find your school or occupation on the dropdown lists, you can enter the name of your school or occupation and save the changes. In the example below, “Sous Chef” is not found in the dropdown list. However, you can save “Sous Chef” as your occupation.

1.3.7. Why wasn’t my financial information auto-filled on the digital service form,

like the rest of my information?

Upon SingPass authentication, MyInfo will auto-populate forms by pulling your

personal data, such as name, NRIC and address, across participating government

agencies. However, financial data such as yearly income and CPF statements will

always require your consent before retrieval.

http://www.mom.gov.sg/passes-and-permits/employment-pass/notify-mom-of-changes

http://www.mom.gov.sg/passes-and-permits/employment-pass/notify-mom-of-changes

mailto:[email protected]




1.3.8. Why isn’t my financial information showing up in my MyInfo Profile?

Due to scheduled maintenance during low transaction periods, IRAS and CPF

information will be unavailable at the following times:

CPFB: Every day 5:00 am to 5.30 am

IRAS: Every Wed, 2:00 am to 6:00 am

Every Sun, 2:00 am to 8:30 am

(UTC +8hours)

We seek your understanding as GovTech is working with CPFB and IRAS to

minimise the inconvenience.

1.3.9. How current is my financial information, taking into account the down time?

Your latest CPF and IRAS information is reflected in MyInfo.

1.3.10. Why is my CPF information not available? I am transacting outside of the

scheduled maintenance periods.

If your CPF information is not reflected in MyInfo, please contact the MyInfo

Helpdesk at +65 6643 0567 or email [email protected]. Our operating hours

are from 8 am to 8 pm (Mondays to Fridays) and from 8 am to 2 pm (Saturdays).

We are closed on Sundays and public holidays.

1.3.11. My CPF information appears to be incorrect. How do I fix this?

If you find any discrepancies in your CPF information please email the MyInfo

Helpdesk at +65 6643 0567 or email [email protected]. Our operating hours

are from 8 am to 8 pm (Mondays to Fridays) and from 8 am to 2 pm (Saturdays).

We are closed on Sundays and public holidays.

1.3.12. Why can’t I see other CPF information besides what is displayed in MyInfo?

Where can I see it?

Upon your consent, MyInfo only retrieves your CPF account balances (Ordinary

Account, Special Account, Medisave Account, Retirement Account if applicable)

and your CPF employment-related contribution history (up to the past 15 months)

to fill in digital services forms. Other CPF information will not be retrieved. Please

visit www.cpf.gov.sg to view other CPF information.

x-apple-data-detectors://0/





http://www.cpf.gov.sg/




1.3.13. I received an error message from MyInfo when I tried to retrieve my CPF

information to transact. What happened?

MyInfo was unable to retrieve your CPF information at the time. Please contact the

MyInfo Helpdesk at +65 6643 0567 or email [email protected]. Our

operating hours are from 8 am to 8 pm (Mondays to Fridays) and from 8 am to 2

pm (Saturdays). We are closed on Sundays and public holidays.

1.3.14. How can I print my CPF Contribution history in MyInfo?

MyInfo aims to bring convenience to users when they transact online by allowing government-verified information, such as the CPF contribution history, to be transmitted on their behalf upon their consent. It is not meant to replace the existing website where the source information resides. To print out your CPF statement, please log in to the CPF Portal to retrieve your CPF statements.





USER-PROVIDED DATA FIELDS:

Residency Status Data Field

SC PR F

✓ ✓ 1. Passport Number

✓ ✓ 2. Passport Expiry

✓ ✓ ✓ 3. Mailing Address

✓ ✓ ✓ 4. Billing Address

✓ ✓ ✓ 5. Contact Number (Home)

✓ ✓ ✓ 6. Monthly Household Income

✓ ✓ ✓ 7. Vehicle Number

✓ ✓ ✓ 8. Relationship Data

✓ ✓ ✓ 9. Highest Education Level

✓ ✓ ✓ 10. Year of Graduation

✓ ✓ ✓ 11. Name of School Attended

✓ ✓ 12. Occupation

✓ ✓ 13. Name of Employer

✓ ✓ ✓ 14. SingPass Mobile No.

✓ ✓ ✓ 15. SingPass Email

✓ 16. Dialect

✓ 17. Marital Status

✓ 18. Marriage Date

✓ 19. Divorce Date

Legend: “SC” – Singapore Citizen, “PR” - Permanent Resident, “F” – Foreigner




1.3.15. Why are some fields on MyInfo non-editable?

Some of your personal data fields have been validated and retrieved from the relevant source agencies. As any changes would have to be verified by the relevant source agencies, such fields have been made non-editable. For more

information, click on the tooltip icon beside the field name.

1.3.16. My government-verified information is incorrect. What should I do?

Government-verified fields are validated by various relevant source agencies. Please contact the relevant Agency to update your Government-verified fields if they are incorrect. Do refer to the tooltips to the right of each field for instructions on contacting the Agency responsible for updating the information. Please note that it will take approximately 1 working day for your MyInfo profile to reflect the updated data after verification by the relevant Agency.Where does the data for MyInfo come from? Your personal data is pulled from various participating public agencies. The full list of source agencies can be found here.

1.3.17. Will the Government include more data fields in the future?

The Government will be looking to increase the number of relevant data fields available on MyInfo in order to make your profile more comprehensive and useful for your future transactions.

1.3.18. If I edit or change my data on MyInfo, will the data changes be updated

across all participating agencies?

No. MyInfo does not forward your data to any organisation without your consent. Your personal information will only be shared (or passed on) when you perform a digital service transaction.




1.4. Privacy Related Queries

1.4.1. Will the Government be using data from my profile for other purposes? (e.g.

research, policy studies, etc.)?

No. The data in your profile is only managed and used by you.

1.4.2. Will commercial entities be using data from my profile for other purposes?

(e.g. research, policy studies, etc.)?

No. The data in your profile is only managed and used by you.

1.4.3. Who else can access the information on my MyInfo profile?

Due to the sensitive and confidential nature of your personal data, only you will have access to the information on your MyInfo profile. No personal data will be shared with participating digital services until you have authenticated yourself with your SingPass login.

1.4.4. Will the system administrators and Helpdesk staff be able to view my

personal data?

MyInfo’s central system administrators and Helpdesk staff will not be able to access or view the personal data on your profile.

1.4.5. After my data is shared for the purposes of a digital service transaction, will

the digital service have access to all my MyInfo profile personal data?

Participating digital services will only retrieve the required data fields as specified in the online forms at the point of transaction. No additional information will be shared.

1.4.6. Why is my consent required for certain transaction?

When using MyInfo with government digital services, your consent is required to retrieve financial information from your MyInfo Profile. When using MyInfo with commercial entities, your consent is required before any personal information is retrieved from your MyInfo Profile. This “consent-based” approach ensures that your data is not shared without your consent.




2. INTERNAL AGENCY SUPPORT (FOR INTERNAL ONLY)

2.1. Helpdesk Escalation

2.1.1. What is the helpdesk escalation procedure?

The Agency helpdesk may receive MyInfo related queries directly from the public. The query should be resolved by the Agency with the support of the MyInfo FAQs, and Step-by-Step Manual. If the Agency is unable to close the query, it should then be escalated to the MyInfo helpdesk.

2.1.1. When should I route a call from my Agency to the MyInfo central helpdesk?

When a query is received, the Agency helpdesk should refer to the following documents including the MyInfo FAQs, and the Step-by-Step Manual to provide a resolution for the query. If a query cannot be resolved at your Agency, the helpdesk agent or customer service representative should escalate the case using an escalation template to the MyInfo Central Helpdesk via the dedicated hotline number +65 6643 0567 or via e-mail at [email protected].

2.1.2. What should I do if a user calls to update information on his / her MyInfo

profile?

If a user calls in to update his / her MyInfo profile, the Agency’s helpdesk should determine the type of information that the caller wishes to update. If the caller would like to update a user provided data field, the Agency’s helpdesk should guide the user through the “View & Edit Profile” process. If the user would like to update a government-verified data field, the Agency helpdesk should indicate that these changes cannot be done manually. The relevant source Agency/agencies will have to be contacted for these updates to be made.

2.2. Other Support Related Queries

2.2.1. Can I inactivate or reactivate the MyInfo profile on behalf of the user?

MyInfo’s central system administrators are the only ones able to inactivate or reactivate MyInfo profiles under permitted circumstances.

2.2.2. Am I able to view or access a user’s MyInfo profile?

Your Agency’s helpdesk support will not be able to access or view information on a user’s MyInfo profile.





2.2.3. Can I make profile changes or updates on behalf of the user?

You will not be able to make profile changes on MyInfo on behalf of the user. If you are the source Agency representative, your Agency’s protocol must be followed in order to update the user’s personal information.

2.2.4. Can I view transactions associated to a user’s MyInfo profile?

MyInfo’s central system administrators are the only ones able to view the transaction history of users’ profiles under permitted circumstances.

2.2.5. Can I select a preferred mode of notification on behalf of the user?

Any changes to the preferred mode of notification can only be effected by the user.




This document should be distributed to all internal stakeholders within your Agency, particularly

to your Agency’s helpdesk staff, customer service managers, and any other parties affected by

the implementation of MyInfo. You may extract the relevant suggested responses for sharing with

the public via your Agency’s or digital service’s website.

In addition, all media-related queries will be managed by CMG, GovTech. Hence, please direct

all media-related queries on MyInfo to Medha Lim ([email protected]; 6211-1622) or

Henna Jayabalan ([email protected]; 6211-1203)



Documents

Compilation of FAQs - Marinet · mobile number; or • You are a foreigner with an expired permit (e.g. renounced work permit / employment pass); or • Your SingPass account has