WE THANK Mr Ng Zhou Yang for his feedback, 'Chinese Customs wins with charm offensive' (ST, Nov 27).

The Civil Aviation Authority of Singapore (CAAS) and airport agencies, such as the Immigration & Checkpoints Authority (ICA) and Singapore Customs (SC), monitor the level of service rendered by frontline staff at Changi Airport constantly.

For example, CAAS recognises and rewards airport frontline staff who provide good service, to encourage staff to go the extra mile. In addition, airport-wide campaigns and training programmes are conducted to train and motivate frontline staff to provide good customer service.

Both SC and ICA are committed to service excellence without compromising on security. As Singapore's ambassadors, ICA officers are mindful of the need to project an efficient and professional image while carrying out their core functions in security. We apologise if the officer mentioned in Mr Ng's letter had inadvertently come across as impolite. We have taken note of the feedback and will remind our officers to provide a courteous and friendly service to all travellers.

We note that Mr Ng's letter mentioned Singapore Customs, and would like to clarify the roles of SC and ICA.

SC officers at checkpoints provide services to people who wish to pay duties or GST, and investigate cases of wrongful declaration and smuggling. At Changi Airport, they also provide the additional service of processing GST refund applications from tourists.

On the other hand, the ICA officers at checkpoints are primarily responsible for the security of Singapore's borders against the entry of undesirable persons, cargo and conveyances.

Members of the public who wish to provide feedback on Changi Airport or the services provided by ICA or SC can do so as follows:

• Changi Airport:

http://www.changiairport.com

• ICA:

http://www.ica.gov.sg

E-mail: ica_feedback@ica.gov.sg

• SC:

http://www.customs.gov.sg

E-mail: customs_feedback@customs.gov.sg

Foo Sek Min
Director (Airport Management)
Civil Aviation Authority of Singapore

Kelly Lim (Ms)
Head
Public & Internal Communications for Commissioner
Immigration & Checkpoints Authority

Chew Lai Leng (Mrs)
Head
Corporate Communications for Director-General of Customs
Singapore Customs