Case could have been better handled

We thank Ms Tan Que Na for her letter (“Early signs of potential security problem”; last Tuesday).

When a user reports a case of a SingPass account being compromised, our priority is to advise him/her to safeguard the account by immediately resetting the password first before making a police report if necessary. Thereafter, we will work with the police should an investigation be launched.

We noted that Ms Tan did reset her password in May last year, and since then, we saw no sign that her SingPass account was compromised. As we did not hear from Ms Tan subsequently, we considered the matter resolved.

In this instance, we should have got back to Ms Tan and made sure that everything was in order.

We apologise for the inconvenience caused and will endeavour to handle such cases more conscientiously in future.

Saw Ken Wye
Chief Executive Officer
CrimsonLogic Pte Ltd

This article was first published on June 16, 2014.
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