OneService App FAQs

1. Tap “Submit Case” button on the Home screen. The “Submit Case” screen with category icons will be displayed. 

2. Select a “Category” and “Sub-category” closest to the issue that you have encountered.

3. In the case reporting form, tap “Add Photo” to either take a photo or select a photo from the photo library in your phone*. You can submit up to 3 photos.
   
   *For the "Illegal Parking" category, the photo library option is not applicable. Users need to tap “Add Photo” to take a ‘live’ photo of the illegally parked vehicle using the in-app camera and submit the case within 15 minutes. The ‘live’ photo helps us verify that the case is indeed ‘live’, enabling timely deployment of parking wardens.

4. Enter the details of the issue.

5. Tap on “Submit Case” button to submit your case after confirmation of the details.

If your OneService App is unable to access the camera or photo gallery, please follow the instructions in this troubleshooting guide [PDF, 886 KB].

The current version of the OneService App does not support the uploading of video clips for case submissions.

It is compulsory to provide photos for every case. We encourage you to provide as much information as possible to assist the agency in following up on your case.

3 photos is the current limit per case submission. Together with other information which you have provided, the agency will be able to follow up and take action. If more information is required, the agency may contact you for more details.

a. You can report illegal parking in a few steps without having to wait to speak to hotline agents.

b. You only need to provide the location and take ‘live’ photo(s) of the illegally parked vehicle using the in-app camera, indicate the details and time of the incident and tap “Submit”. The feedback will then be sent to the relevant parties for follow-up.

c. You will receive timely case updates through the OneService App and you will be able to rate your satisfaction with the case management.

For feedback on illegal parking along public roads and at Housing & Development Board (HDB) / Urban Redevelopment Authority (URA) car parks submitted via the "Illegal Parking" category, you are required to use the in-app camera to take a ‘live’ photo of the illegally parked vehicle and submit the case within 15 minutes. This is to facilitate the deployment of parking wardens and better allocation of resources, and to minimise situations where inaccurate incident locations and/or past incidents are reported. As such, you would not be able to select photo(s) from your phone’s photo library.

For feedback submitted via the “HDB/URA Car Park” sub-category, car park(s) within 250m of your location will be included in the car park drop-down list. If the distance between you and a specific data point of the HDB/URA car park is beyond 250m, the car park will not be included in the car park drop-down list. In this case, you may wish to submit your feedback via the “Others” category. For urgent cases, please call the common hotline at 1800 338 6622.

You can track your case update(s) and agency’s reply by going to the “Report” section on the Home screen or “Activity History” in the “Settings” tab. If the submitted case has been attended to and resolved by the agency, the status will be updated from “Acknowledged” to “Replied” or “Resolved”.

Currently, you are not able to edit a case once it has been submitted. The agency will contact you directly if more details are needed.

The most recent cases (up to 6 cases) are displayed under “Report” section on the Home screen.

Tap “View All” button in Report section to view up to 100 cases reported.

The first stage “Acknowledged” is a system-generated status to indicate that your case has been successfully submitted.

The second stage “Working on It” indicates that the agency or Town Council is assessing the feedback and looking into the case.

The final stage will be reflected as either “Resolved”, “Reply from Agency” or “Reply from Town Council”. “Resolved” indicates that the case owner has completed its evaluation and taken the necessary action to resolve the case. This may be accompanied by a photo of works done where applicable. “Reply from Agency” or “Reply from Town Council” indicates that the case owner requires more time to follow-up on the issue, and will provide a description of actions they plan to take, as well as an estimated timeline in their reply.

Cases submitted under the "Abandoned Trolleys" and "Shared Bicycles" categories will be sent directly to the relevant operators respectively for their follow-up. There is no case update for these categories and hence, these cases are not tracked.

After your case is closed, you can use the “Rate Our Service” feature to provide your poll rating and comments on the agency’s or Town Council’s service. The relevant agency/Town Council will look into your poll feedback. This poll will appear when the case is closed.

For issues such as infrastructure maintenance/provision or complex matters involving collaboration across multiple agencies, more time may be required for fact-finding, assessment and investigation. The agency will provide a description of follow-up actions and an estimated timeline (if possible) in their reply, while they continue to work on resolving the issue. If no information on the actions to be taken was provided in the reply, or the expected timeline has lapsed without further action, you may wish to use the “Rate Our Service” feature as indicated above. Alternatively, you could submit a new case, quoting the previous case ID in the “Provide details of the issue” field in the reporting form.

You can submit a new case and cite the previous case’s identification number in the “Provide details of the issue” field in the reporting form.

Agencies will reply to your feedback on simple cases within one week. For feedback requiring further investigation or review, or if the issue is complex, the agency may need more time, and may provide you with an interim reply/update.

1. Launch the OneService App. 

2. Log in using Singpass to retrieve your details from Singpass.

3. Verify the details retrieved from Singpass and proceed to log into the OneService App.

You can use the OneService Chatbot on WhatsApp, Telegram and Instagram.

Alternatively, if you would like to set up a Singpass account, you may check your eligibility and follow the guide at this Singpass webpage.

Please email us at mso_appenquiry@mnd.gov.sg with a short description of the issue, along with your OneService App version, Mobile operating system version, phone model and mobile number. Our technical team will follow up with you.

Your case history will be transferrable across all devices as long as you log in using the same Singpass account.

Contact details (i.e. phone number and email address) are retrieved from your Singpass Myinfo profile. You can update the details through the Singpass App.

After updating, you can retrieve the latest details on the OneService App via the "Edit Profile" option under "Settings".

Contact details are required so that agencies and Town Councils can contact you if they require additional information to attend to your case.

The information shown on the Happenings page depends on the postal code used in your OneService Account. You may change your postal code under “Settings” > “Edit Profile”.

You can make changes to your notification settings via "Settings".

Municipal issues are issues pertaining to the upkeep and improvement of the communal living environment. These include cleanliness of public areas, greenery maintenance, animal- and pest-related issues as well as maintenance and repair of infrastructure such as roads, walkways, parks and drains.

For urgent cases, please contact the agency directly. The agency’s hotline number is shown after you have selected the relevant sub-category in the “Submit Case” section (applicable for certain sub-categories only).

The agency will be able to determine whether the OneService App case has already been submitted via other channels. The agency will still follow up on the case and provide the updates via the OneService App.

If you are facing difficulties with the OneService App you can tap “Get Support” then “Feedback” to contact us.