1. This Privacy Statement must be read in conjunction with the Terms of Use that accompany the digital service you are requesting from us. 

2. This is a Government of Singapore digital service. 

3. By registering, accessing, and using any part of our OneService digital products (i.e. the OneService App, the OneService Kaki Chatbot, the OneService Website and the OneService features on LifeSG app), you consent to us collecting and using the information you provide, including your personal data in accordance with the terms of this Privacy Statement. This includes the information that you provide to us when you login using your SingPass account.

4. In this Privacy Statement, the words:

a. "we", "our" and "us" refer to the Government of Singapore.

b. "Government Agency" refers to an Organ of State, Ministry, Department or Statutory Board in Singapore.

c. "Non-Government entity" refers to a person  other than a Government Agency.

d. "Personal data" shall have the same meaning as its definition in the Personal Data Protection Act 2012.

5. We collect your information when you register for an account, and access and use the services within our OneService digital products. These include retrieving your personal data, specifically your National Registration Identity Card (NRIC) number, residential address(es), contact details, solemnisation reference number and date, family relationships, date of birth and date of death (where applicable) authorised to be submitted by you, or authorised to be submitted on your behalf, as well as your description of issues, and location (as confirmed by you, or as derived from alternative sensing technology).

6. We collect your browsing behaviour through a “cookie”, which is a small data file sent to your browser to store and track information about you when you access our OneService digital products. The cookie enables us to collect information such as the number of users, the frequency of usage, the profiles of users and their preferred sites. While this cookie can tell us when you access our OneService digital products and which pages you visit, it cannot read data off your hard disk. In addition to the cookie, we also use  other technologies to record information about your use of our OneService digital products, including:

a. Browser and device data, such as IP address, device type, operating system and Internet browser type, screen resolution, operating system name and version, device manufacturer and model, language, plug-ins, add-ons and the language version of the OneService digital products you are using.

b. Usage data, such as time spent, pages visited, links clicked, language preferences, and the pages that led or referred you to our OneService digital products. 

c. We also may collect information about your online activities on websites and connected devices over time and across third-party websites, devices, apps and other online features and services. We use data analytics tools and/or appointed website monitoring tools to help us analyse your use of our OneService digital products and diagnose technical issues.

7. When you conduct transactions or make payments through our OneService digital products, we may receive and collect your transaction information either directly from you, or from third parties. This transaction information will include information on the payment details (such as credit or debit card number, the transacted amount, date of transaction, and method of transaction).

8. We may also collect information, including those that you submit to us via other methods, including: (i) in response to marketing or other communications, (ii) through social media or online forums, and (iii) through participation in an offer, programme or promotion.

9. When you use our OneService digital products or interact with our social media platforms (e.g. on Facebook, Instagram, Tik Tok, Youtube), both we and certain third parties may collect information about your online activities over time and across different sites to provide you with advertising about products and services tailored to your individual interests (this type of advertising is called “interest-based/ personalised/ targeted advertising”). Some of the technologies used may include placing a unique cookie or using pixel tags on your browser. Where possible, we will obtain your consent prior to processing your information for the purpose of interest-based/ personalised/ targeted advertising. It is however outside of our control to ensure that third parties seek and obtain your consent in this regard.

10. We will use the information to:

a. Fulfil the requests you make through our OneService digital products;

b. Tailor our services within our OneService digital products to your current location and based on the information that you have provided to us;

c. Enhance, maintain and troubleshoot our OneService digital products;

d. Market our OneService digital products to you; and

e. Send you surveys by email or other digital means to solicit feedback about our OneService digital products and services.

11. We may disclose the information you provide, including your personal data, to other Government agencies or non-Government entities which are involved in the delivery of municipal services, including but not limited to the town councils and third-party service providers. We will NOT share your personal data with other non-Government entities without your consent except where such sharing by us complies with the law.

12. We also use your personal data to facilitate the electronic transactions that you make with our Government agencies and town council partners, and to comply with our financial, regulatory, and other legal obligations.

13. All electronic transactions will be processed directly with our appointed payment processing provider who will conduct fraud monitoring, prevention and detection activities. Our appointed payment processing provider may also receive personal data about you from their business partners, financial service providers, identity verification services, and publicly available sources (e.g. name, address, phone number, and country), as necessary to confirm your identity and prevent fraud. The fraud monitoring, detection and prevention services may also use technology that helps us assess the risk associated with a transaction that is attempted on our OneService digital products.

14. We may send you marketing communications about OneService digital products via email and/or any other digital means, and invite you to participate in our events or surveys, or otherwise communicate with you for the purpose of providing updates, provided that we do so in accordance with applicable guidelines and regulations. Further, when we collect your contact details through our participation at road shows, events, programmes and contests (physical or online) and which you provide voluntarily, we may use the information for the purposes you have provided your contact details for, send you information that you have requested on our OneService digital products and, with your permission, include you on our marketing information campaigns. The processing of your personal data is based on our legitimate interest in order to enhance and improve our services.

15. You may see our advertisements on other websites or mobile apps because we participate in advertising networks (e.g. Google Ads, Meta Ads). Advertising networks allow us to target our messaging to users based on a range of factors, including demographic data, users’ inferred interests and browsing context (e.g. the time and date of your visit to our OneService digital products, the pages that you viewed, and the links that you clicked on). This technology also helps us track the effectiveness of our marketing efforts and understand if you have seen one of our advertisements.

16. We share personal data with a limited number of our service providers. We have service providers that provide services on our behalf, such as identity verification services, website hosting, data analysis, information technology and related infrastructure, customer service, email delivery, and auditing services. These service providers may need to access personal data to perform their services. We have therefore authorised such service providers to use or disclose the personal data only as necessary to perform services on our behalf or to comply with legal requirements. We require our service providers to contractually commit to protect the security and confidentiality of personal data they process on our behalf.

17. To improve our product offerings and the delivery of municipal services, we may also de-identify the information you provide for the purpose of analysis and evaluation. Such de-identified information may also be shared with other Government agencies for analysis and evaluation to improve Government services and formulate better policies.

18. You have choices regarding our use and disclosure of your personal data:

a. Opting out of receiving electronic communications from us. If you no longer wish to receive marketing-related communications from us, you may opt out via the unsubscribe link included in such communications. We will try to comply with your request(s) as soon as reasonably practicable. Please note that if you opt out of receiving marketing-related communications from us, we may still send you important administrative messages on our OneService digital products.

b. If you would like to review, correct, or update personal data and/or any payment information that you have previously disclosed to us, you may do so by signing in to our OneService digital products and updating your user profile and/or your payment information.

c. You may withdraw your consent to the use and disclosure of your personal data (including requesting that we delete your personal data that we have collected) with reasonable notice in writing (e.g. by emailing us at mso_appenquiry@mnd.gov.sg) and subject to any prevailing legal or contractual restrictions. However, doing so may prevent the proper functioning of our OneService digital products and may also result in the cessation of services you have access to.

d. You can also choose to decline cookies. While most web browsers automatically accept cookies, you can modify your browser setting to decline cookies if you wish. However, please note that doing so may prevent the proper functioning of our OneService digital products.

19. We make reasonable efforts to ensure a level of security appropriate to the risk associated with the processing of personal data. We maintain organisational, technical and administrative measures designed to protect personal data within the Government against unauthorised access, destruction, loss, alteration or misuse. Your personal data is only accessible to a limited number of personnel who need access to the information to perform their duties. However, no data transmission or storage system can be guaranteed to be absolutely secure and immune from breaches. If you have reasons to believe that your interaction with us is no longer secure (e.g. if you feel that the security of your account has been compromised), please contact us immediately at mso_appenquiry@mnd.gov.sg .

20. To safeguard your Personal Data, all electronic storage and transmission of Personal Data is secured with appropriate security technologies.

21. If you follow OneService on social media platforms (e.g. Facebook, Instagram, Tik Tok, Youtube) or click on third-party links from our OneService digital products, these non-Government digital services’ data collection policies and privacy practices may differ from ours. We are not responsible for and will have no liability in connection with the content or privacy practices of such other digital services and we encourage you to consult the privacy notices of those digital services.

22. The version of the Privacy Statement is dated 22 Apr 2025.

23. We will amend this Privacy Statement from time to time, and the updated versions will be posted on this site and date stamped so that you are aware of when the Privacy Statement was last updated. Use of our OneService digital products after such notification signifies acceptance of the relevant amendments.

24. Please contact us at mso_appenquiry@mnd.gov.sg if you:

a. Have any enquiries or feedback on our data collection, policies, and procedures; or

b. Need more information on or access to data which you have provided to us in the past.