As part of our efforts to improve service delivery for the Land Transport Authority hotline, we conduct surveys to measure the overall satisfaction level of users ("Feedback sought 6 months after call" by Madam Shirley Ng Gek Lee; Aug 19). These include monthly surveys and an annual survey, which we conduct with people who have called in over the last one year.
We note Madam Ng's feedback that six months may be too long for some users to recall their experience, and will work with our survey agency to improve the process.
The call does not fall under the purview of the Do Not Call (DNC) Registry, which is intended to help consumers reduce unsolicited telemarketing calls or messages.
As telephone calls for conducting market research or surveys are not considered telemarketing calls under the DNC provisions of the Personal Data Protection Act, the DNC requirements will not apply.
Helen Lim (Ms)
Director, Media Relations
Land Transport Authority
Evelyn Goh (Ms)
Director, Communications, Planning & Policy
Personal Data Protection Commission
This article was first published on Sep 5, 2014.
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