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Disclosure and Disclaimers

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.

COMPLAINTS HANDLING and RESOLUTION (CHR) PROCEDURES

Introduction

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.

Application

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.

Five Steps on Handling Complaints

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:

1. Receipt of complaints

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.

2. Initial checks to determine the nature of complaints

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.

3. Interview

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.

4. Review

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.

5. Conclusion

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).

Oversight of compliance

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.

Ways to contact us

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:

  • Your full name and contact information,
  • Brief on background and the nature of your query or complaint,
  • The outcome you would like out of our investigations.

Changes to This Policy

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.

FAIR DEALING

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.

  1. Through the actions of our Board and Senior Management, we are all committed to a corporate culture that focuses on the fair treatment of our customers. We align our policies and practices to the fair dealing principles. We want our customers to have confidence when they deal with us.
  2. Our products are endorsed through independent analysis and selection for the suitability in meeting our customers’ needs. We conduct stringent due diligence on all products that we want to distribute, to accurately identify the features and risk-reward characteristics for each product. By doing so, we ensure that the products and services we offer are suitable for our customers.
  3. We consistently train our staff and Representatives on their responsibilities to ensure fair treatment of our customers. We have regular structured training programmes to ensure that our staff and Representatives are competent to provide our customers with quality advice and suitable recommendations.
  4. We have in place marketing collaterals and tools aim to help our customers to receive clear, easy to understand, relevant, and timely information. This will ensure that our customers understand the product thoroughly and the risks involved before making an informed financial decision to purchase the product.
  5. We have established a Complaints Handling and Resolution procedures and we have in place effective channels for our customers to voice their concerns, feedback, or complaints. We want to ensure that our customers complaints are dealt with independently and in an effective and prompt manner.

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.

Changes to This Policy

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.

DATA PROTECTION / PRIVACY NOTICE

Introduction

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:

  • On its own or
  • When combined with other information.

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.

How we collect your personal data

We collect your personal data through the following methods / channels:

  • When you wish to preview a product or service
  • When you leave your contact details online
  • When you register as a participant
  • When you indicate you wish to have follow-up with a salesperson
  • When you subscribe to an online portal
  • When you submit an application form
  • When you sign up for a service
  • When you respond to a marketing call for new product or service
  • Social Media such as Blog, Facebook, Twitter
  • When you make payment
  • When you send in your job application form
  • When you attend Webinars / Seminars via online platform where you need to register for attendance.

Types of personal data we collect about you

The types of personal data we collect about you may include:

  • Personal Contact Information (Name, Address, Phone Number, Email Address)
  • Personal Details (Name, Gender, Date of Birth, Country of Birth, Country of Residence, Citizenship, Race / Ethnicity)
  • Family Background and Details
  • Education and Professional Qualifications
  • Employment Details & History
  • Criminal Background / Past Offences
  • Personal Details
  • Medical Details / Health Information
  • Photos & Video Footage
  • Academic History
  • Financial Information

How we use your personal data

We use the personal data we have collected for one or more of the following purposes:

  • Provide updates on changes / notifications
  • Conduct credit checks, screenings or due diligence checks as may be required under applicable laws / regulations
  • Provide information to regulators / affiliates / associates about your credit worthiness
  • Provide information to affiliates / associates about your transaction
  • Process and administer insurance claims
  • Determine your financial status
  • Servicing of policies and accounts
  • Underwrite policies
  • Provide financial and advisory services
  • Offer you other insurance and financial services products that may suit your needs
  • Seek professional advice, including legal advice
  • Monitor and maintain a copy of your record of academic achievement (including all information arising from investigations of misconduct)
  • Analyze academic and learning outcomes and preferences
  • Prevent potential illegal activities
  • Determine eligibility for admission
  • Process applications, registrations, or enquiries
  • Conduct surveys relating to products and services
  • Plan the provision of educational courses
  • Analyze and data-mine to deliver better products and services
  • For purpose of marketing, promotions, and customer relationship management
  • Conduct market research and analysis
  • Conduct needs analysis and requirements
  • Provide information on events, conferences, seminars, or workshops
  • Conduct telemarketing activities
  • Conduct joint marketing with other companies and service providers
  • Analyze sales and marketing data
  • Send latest product announcements, updates, and upcoming events
  • Conduct lead generation activities
  • Conduct direct marketing activities
  • Notify you about products, services, or special offers
  • Notify you about enhancements to our services
  • Provide information about products and services
  • Benefits & compensation management
  • Payroll processing
  • Recruitment & selection
  • Personnel management
  • Staff Appraisals
  • Training & career development
  • Processing & administration of employment records
  • Comply with legal obligations and regulatory requirements
  • Manage and improve our business and operations to serve you better
  • Fulfil requests for products and services
  • Send information and updates
  • Verify your identity, and process orders and applications for services
  • Provide customer service and support
  • Investigate complaints, claims and disputes
  • Detect and protect against error, fraud, or other criminal activities
  • Internal purposes for accounting, auditing, and booking
  • Help improve products and services
  • Process payment for products and services
  • Update records in our database
  • Carry out our obligations arising from any contracts entered into between you and us
  • Enforce obligations owed to us
  • Fulfil orders and services
  • Respond to inquiries and provide customer services
  • Process contract renewals and upgrades
  • Provide security-related services
  • Develop, enhance, market, and provide products and services
  • Enforce terms and conditions of use
  • Analyze risk and business results
  • Process and administer employment records
  • Develop new applications, products, and services
  • Internal purposes for auditing, data analysis and research
  • Provide information to subsidiaries or partners that perform services
  • Delivery of products and services
  • Customer care and account management
  • Billing and payment processing
  • Analyze the use of our products, services, and sites
  • Obtain opinions, comments about products and services
  • Enhance customer experience
  • Respond to queries and feedback
  • Protect against or identify possible fraudulent transactions
  • Conduct risk assessment
  • Pass information about you to our representatives and associates to carry out services
  • Process applications and registration
  • Account payables / receivables
  • Sales commissions
  • Claims & disbursements
  • Income tax returns
  • Improve site and service performance and delivery
  • Analyze website visits
  • Provide usage of online services
  • Protect the security or integrity of our websites and our business
  • Communicate with customers, members, and website visitors
  • Manage website and social media platforms
  • Ensure content is presented in most effective manner

Who we disclose your personal data to

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:

  • Banks and Finance Companies (Mortgage Referrals)
  • Insurance Companies
  • Investment Platforms
  • Various Law Enforcement Agencies for Security, Customs and Immigration Purposes
  • Regulatory Authorities (eg. Monetary Authority of Singapore (MAS), Personal Data Protection Council (PDPC), etc.)
  • Delivery, Freight and Courier Services
  • Email Vendors
  • Other Contracted Service Providers
  • Conference Organizers
  • Payroll Processing Services
  • Media and Other Publications
  • Sales Associates
  • Business Partners
  • Financial Advisors
  • External Parties (Recruiters, Auditors & Lawyers)
  • Complainants
  • Employees / Staff
  • Next-of-Kin / Guardians
  • Planning Research & Development Providers
  • Information Technology Service Providers
  • Legal Services
  • IT Support for Web Sites
  • Webhosting Companies
  • Outsourcing Vendors / Agencies
  • Third party vendors / Agencies

Where required to do so by law, we may disclose personal data about you to the relevant authorities or to law enforcement agencies.

How we manage the collection, use and disclosure of your personal data

  1. Obtain Consent

    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:

    • The personal data is publicly available.
    • The personal data is disclosed by a public agency or disclosed to a public agency.
    • The personal data is necessary for any investigation or proceedings.
    • The personal data is necessary for evaluative purposes (eg. determining the suitability of a job applicant for the job applied for).
    • The personal data is necessary for the purpose of managing or terminating an employment relationship.
    • The personal data is necessary for a business asset transaction.
  2. Withdrawal of Consent

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.

  1. Use of Cookies

    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.

  2. Third Party Consent

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.

How we ensure the accuracy of your 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).

How we protect your personal data

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.

How we retain your personal data

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.

How you can access and make correction to your personal data

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.

Transfer of personal data

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.

Ways to contact us

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:

  • Your full name and contact information,
  • Brief on background and the nature of your query or complaint,
  • The outcome you would like out of our investigations.

Changes to this policy

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.