“I have worked with the Casino Regulatory Authority for three years now. As a frontline officer, one of my responsibilities involves handling feedback regarding the regulation of casino operators in Singapore.
One such case concerned a casino employee who appealed for his licence to be renewed. He explained to us about his situation and how he really needed to provide for his family.
During such instances, we have to carefully balance between empathising with people who approach us for assistance and ensuring that our regulatory objectives were not compromised. Subsequently, I linked him up with the Integrated Resort operator for
them to explore non-casino positions within the Integrated Resort.
I called him shortly after to find out how he was doing. He sounded relieved that his situation had improved; different from the distraught tone that he used to have.
I believe trust is very important and each feedback that is well-handled is a gateway to build trust. We help them understand where we are coming from so that they are assured that we are committed to what we do.”
Communications and International Relations
Policy and Communications Division
Reproduced with permission. Article first appeared on the PSD Singapore Facebook page