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Abacare Singapore Pte. Ltd. is registered with the Accounting and Corporate Regulatory Authority (“ACRA”) and holds a Direct Insurance Broker and Exempt Financial Adviser Licensed under the Financial Advisers Act. We are regulated by the Monetary Authority of Singapore (“MAS”).
Our company does not warrant in any way, whether express or implied, that the contents of this website meet the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, and/or accuracy.
Our company does not warrant that the functionality of the website and its services will be uninterrupted or error-free, that defects will be corrected or that the website and its services or the server that makes them available are free of any virus or other malicious, destructive, or corrupting code and programme.
By providing links to other sites, our company does not guarantee, approve, or endorse the information or products available at these sites, nor does a link indicate any association with or endorsement by the linked site to this website. There are risks in using such information found on the Internet, and we caution you to understand such risks before relying, retrieving or downloading anything via the Internet.
Any reference to any product should be read in conjunction with the respective prospectus, brochure and/or factsheet. Nothing on this website shall be considered advice to buy or sell any product.
Any information stated are from reliable sources, however our company cannot and shall not be held liable for any inaccuracies, mistakes, omissions, errors, or miscalculations in this respect, including, in particular, information on investments for which values can fluctuate and past performance is not an indication of future performance.
All our Appointed Brokers and Representatives are trained to the highest standards and are fully qualified to provide insurance broking and/or financial advisory services. All Appointed Representatives have a Representative Number and are listed on the Public Registrar on the MAS website.
Neither Abacare Singapore Pte. Ltd. nor its Appointed Brokers and Representatives are tax advisers. Any reference to taxation, in any jurisdiction, is sourced from third party sources. Professional tax advice should always be sought independently.
At Abacare Singapore Pte Ltd (“Abacare SG”), we regard customer’s complaints to represent valuable information about recurrent problems. These complaints may point the way to understanding the root causes of customer problems and help Abacare SG target core processes that need improvement.
The Compliance Department (“Compliance”) is the independent unit within Abacare SG and will assess objectively each complaint by its own circumstances and merits. Compliance will deal with all complaints and feedback promptly within a reasonable timeframe.
Abacare SG will require all complainants to write in formally before any investigations can be carried out.
This will apply to all customers of Abacare SG.
For products sold via online channels, this will apply if advice is given to retail customers.
Customers who meet the eligibility criteria for Accredited Investor (AI) status must be fully aware of the consequences of being treated as an AI. The safeguards in these regulations will not apply to AI customers. Abacare SG will give these group of AI customers with the choice to opt-out of being treated as an AI, if the customers choose to do so.
Compliance will work towards providing a final response to the complainant within 20 business days. If the case turns out to be of a nature that is complicated or even complex that requires an extension of time, which is likely to take beyond the 20 business days after receipt of the complaint, Compliance will send a request of extension of time to the relevant party.
The 5 steps are:
When a formal written complaint is first received by Abacare SG via the usual channel (email, fax, letter), the complaint will be referred to Compliance.
If the complaint is made via a third party, Compliance will comply with the PDPA obligations and shall not discuss the case’s personal information / data further. Proper and adequate verification including express consent must first be obtained from the customer directly.
Compliance will verify and authenticate the identity of the complainant. Once this has been established, Compliance will email an acknowledgement to the complainant within two business days.
Compliance will look at the nature of the complaint and the expected outcomes stated by the complainant.
As part of the due diligence process, Compliance will retrieve the relevant documents and review them.
Compliance, if appropriate, will conduct the interview with the relevant parties separately and to get further information and verify the facts of the case. The objective is that the process should be seen to be independent, fair, and objective.
All concerned parties must cooperate with the Compliance Officer for the duration of the investigation by providing all documents and information to the case.
Compliance will attempt to seek a fair resolution to all the parties concerned.
Compliance will assess all the investigation findings in a fair and objective manner and will attempt to conclude the investigation. The results will then be emailed to the complainant.
Compliance will then wait for the reply from the complainant. If the complainant is satisfied with the outcome, the complainant must send a notification to Compliance to close the case.
In the event if the complainant does not respond to Compliance after 2 weeks, the case will be closed.
Should the complainant wish to appeal, Abacare SG will inform the complainant on the proper escalation process (including the complainant’s right to refer the complaint to Financial Industry Disputes Resolution Centre Ltd (FIDReC).
The Board and Senior Management shall be responsible for the oversight of Compliance.
The Compliance Officer will keep a central register of all complaints. All complaints will be reported to the Monetary Authority of Singapore (MAS) on a biannual basis.
All staff should note that it is important to report a complaint, potential complaint, or suspected complaint from a customer at any time and may do so initially either in person or by email to the Compliance Department.
Telephone: 6329 0990
Email: compliance@abacare.com
Address: 78 South Bridge Road, #05-01 TKH Building, Singapore 058708
All queries or complaints should include, at least, the following details:
We may update this policy from time to time. We will notify you of any changes by posting the latest procedures on our website. Please visit our website periodically to note any changes.
Changes to these procedures take effect when they are posted on our website.
Abacare Singapore Pte. Ltd. endeavours to be professional and ethical in our business. Following ethical practices helps to achieve excellent customer service and maintain a reputable industry standing. In our pursuit, we commit ourselves entirely to advocating a fair dealing culture within our organisation. We engage qualified professionals and partner leading industry companies to provide our customers with quality financial advisory services to ensure fair dealing with all our customers.
We will continuously review and enhance our existing policies and processes, adopt good practices, and deliver fair dealing outcomes to our customers’ best interest. Our staff and Representatives are fully aware of the importance of customer-centric service and will apply the fair dealing principles to all our customers.
This will be updated from time to time. We will notify you of any changes by posting the latest updates on our website. Please visit our website periodically to note any changes.
Changes to this takes effect when they are posted on our website.
At Abacare Singapore Pte Ltd (“Abacare SG”), we respect the privacy and confidentiality of the personal data of our clients / customers, associates, partners, and others whom we interact with in the course of providing our services. We are committed to implement policies, practices, and processes to safeguard the collection, use and disclosure of the personal data you provide us, in compliance with the Singapore Personal Data Protection Act (PDPA) 2012.
We have developed this Data Protection Notice to assist you in understanding how we collect, use, disclose, process, protect and retain your personal data that is in our possession.
Personal data refers to any information that can uniquely identify an individual person:
Under the PDPA, business contact information (example, business name, business address, business telephone number) is not considered as personal data so long as it is used strictly for business-to-business (B2B) transactions.
We collect your personal data through the following methods / channels:
The types of personal data we collect about you may include:
We use the personal data we have collected for one or more of the following purposes:
We may disclose some of the personal data we have collected to the following entities, organisations and 3rd parties outside Abacare SG so as to fulfill our services to you:
Where required to do so by law, we may disclose personal data about you to the relevant authorities or to law enforcement agencies.
Before we collect, use, or disclose your personal data, we will notify you of the purpose on why we are doing so. We will obtain written confirmation from you on your expressed consent. We will not collect more personal data than is necessary for the stated purpose.
We will seek fresh consent from you if the original purpose for the collection, use or disclosure of your personal data has changed.
Under certain circumstances, we may assume deemed consent from you when you voluntarily provide your personal data for the stated purpose (eg. when you apply for a job with us using our job application forms).
We may rely on exceptions to the need for consent under the PDPA for the collection, use or disclosure of your personal data under the following circumstances:
If you wish to withdraw consent, you should give us reasonable advance notice. We will advise you of the likely consequences of your withdrawal of consent (eg. without your personal contact information, we may not be able to inform you of future services offered by us).
Your request for withdrawal of consent can take the form of an email or letter to us, or through the “UNSUB” feature in an online service.
We use “cookies” to collect information about your online activity on our website. A cookie is a small text file created by the website that is stored in your computer to provide a way for the website to recognise you and keep track of your preferences. The cookie makes it convenient for you such that you do not have to retype the same information again when you revisit the website or in filling electronic forms.
Most cookies we use are “session cookies”, which will be deleted automatically from the hard disk of your computer at the end of the session.
You may choose not to accept cookies by turning off this feature in your web browser. Note that by doing so, you may not be able to use some of the features and functions in our web applications.
If you do a transaction with us on behalf of another individual that will require you to provide that individual’s personal data to us, you must ensure that this individual has given his / her expressed consent to provide his / her personal data to us through you. We will require you to get a written confirmation from this individual that he / she has indeed given his / her expressed consent to you for us to collect, use or disclose his / her personal data.
We will take reasonable steps to ensure that the personal data we collect about you is accurate, complete, not misleading and kept up to date.
From time to time, we may do a data verification exercise for you to update us on any changes to the personal data we hold about you. If we are in an ongoing relationship with you, it is important that you update us of any changes to your personal data (such as a change in your mailing address).
We have implemented appropriate information security and technical measures (such as data encryption, firewalls, and secure network protocols) to protect the personal data we hold about you against loss; misuse; destruction; unauthorised alteration/modification, access, disclosure; or similar risks.
We have also put in place reasonable and appropriate organisational measures to maintain the confidentiality and integrity of your personal data and will only share your data with authorised persons on a ‘need to know’ basis.
When we engage third party data processors to process personal data on our behalf, we will ensure that they provide sufficient guarantees to us to have implemented the necessary organisational and technical security measures and have taken reasonable steps to comply with these measures.
We have a document retention policy that keeps track of the retention schedules of the personal data you provide us, in paper or electronic forms. We will not retain any of your personal data when it is no longer needed for any business or legal purposes.
We will dispose of or destroy such documents containing your personal data in a proper and secure manner when the retention limit is reached.
You may write to us to find out how we have been using or disclosing your personal data over the past one year. Before we accede to your request, we may need to verify your identity by checking your NRIC or other legal identification document.
We will respond to your request as soon as possible, or within 30 days from the date we receive your request. If we are unable to do so within the 30 days, we will let you know and give you an estimate of how much longer we require. We may also charge you a reasonable fee for the cost involved in processing your access request.
If you find that the personal data, we hold about you is inaccurate, incomplete, misleading or not up to date you may ask us to correct the data. Where we are satisfied on reasonable grounds that a correction should be made, we will correct the data as soon as possible, or within 30 days from the date we receive your request.
Where there is a need to transfer your personal data to another country outside Singapore, we will ensure that the standard of data protection in the recipient country is comparable to that of Singapore’s PDPA. If this is not so, we will enter into a contractual agreement with the receiving party to accord similar levels of data protection as those in Singapore.
Telephone: 6329 0990
Email: dpo@abacare.com
Address: 78 South Bridge Road, #05-01 TKH Building, Singapore 058708
All queries or complaints should include, at least, the following details:
We may update this policy from time to time. We will notify you of any changes by posting the latest procedures on our website. Please visit our website periodically to note any changes.
Changes to these procedures take effect when they are posted on our website.