2024年4月3日，新加坡貿工部兼文化、社區及青年部政務部長陳聖輝回答議員陳有明，有關數字化服務對年長者所帶來的各種問題。
陳聖輝
貿工部政務部長
文化、社區及青年部政務部長
丹戎巴葛集選區議員
陳有明
裕廊集選區議員
以下內容為新加坡眼根據國會英文資料翻譯整理：
陳有明醫生詢問總理：
（a）金融管理局（MAS）對中央托收公司（CDP）的監管範圍以及其與個人客戶的關係和義務有多深入；
（b）CDP客戶中不熟悉數碼產品的顧客，包括帳戶被凍結停的人士，可以通過什麼途徑獲得協助；以及
（c）對於一些CDP客戶年紀較大且不懂數碼產品，金融管理局是否認為這些途徑足夠
貿工部政務部長 陳聖輝先生（代表總理）：議長先生，CDP是根據2001年證券和期貨法獲得金融管理局（MAS）批准的持牌機構，作為一家批准的結算所和中央存管系統，提供證券清算、結算和存管服務。
MAS期望所有MAS持牌金融機構公平對待他們的客戶，包括提供有效的支持和反饋渠道。
至少99%的CDP客戶通過上網或電話接入服務。自2022年9月以來，對數碼產品不熟悉的客戶可以在CDP的SGX Vista大樓使用自助服務站，提交實體文件或尋求當面協助。他們還可以通過客戶熱線預約面談。CDP服務代表還會特別關照那些使用數碼產品存在困難的客戶，提供優先協助或當面會議。
MAS期望CDP解決有關其非數字化客戶支持的反饋，並密切監測其客戶服務的表現。
議長先生：陳有明醫生。
裕廊區的陳有明醫生：我感謝政務部長的回答。我代表我的金文泰居民有兩個補充問題。首先，當MAS為CDP制定服務標準時，這些服務標準是否以零售銀行提供給客戶的服務為基準？
我們有金文泰居民，比如來自金文泰的Faber Hills的居民，他們年紀大，更喜歡面對面的交流，對於與CDP進行交易時是否能獲得櫃檯服務還感到擔憂。因此，第一個問題是，所規定的服務標準是否與零售銀行有所不同，而像CDP這樣的銀行也有許多年紀較大且不太懂數碼產品的老客戶？
我的第二個問題是，是否向收到電子通知以提供信息以保持其帳戶開放的客戶提供電話或紙質實體信函？
我之所以問這個問題，是因為我有一個金文泰居民，一位退休的股票經紀人，他的CDP交易帳戶因未使用在線系統更新個人資料而被暫停。我的居民表示他不懂電腦，也沒有個人電腦。因此，政務部長能否確認在某人的交易帳戶因可能需要緊急訪問該帳戶而被暫停之前，CDP的做法是否包括電話和紙質實體信函的聯繫？
陳聖輝先生：先生，我感謝陳有明醫生的補充問題。陳有明醫生一直非常熱心地談論CDP，他已經向我提出了許多這類案例，比如CDP帳戶開立和暫停，以及訪問CDP數字服務的困難。陳有明醫生和我一直在代表他的金文泰居民處理這些案件。
就這個特定案例而言，據我了解，這位長者提供了一個電子郵件地址，因此CDP提醒了這位長者更新個人資料；在帳戶暫停之前也進行了警告。我們已經處理了該案件，長者的客戶帳戶已經恢復。就是這樣。
至於他的第一個觀點，我在早前的回答中提到，MAS期望所有MAS持牌金融機構公平對待客戶——包括所有有效的支持和反饋渠道。這也包括CDP。
我還要讚揚一下陳有明醫生多年來提出的許多建議。只是向他更新一些情況，由於MAS與CDP的接觸，CDP已經對許多地方進行了改進，以提供更多面對面的渠道給那些不太懂數碼產品的人士。
需要注意的一點是，至少99%的CDP客戶通過數字化方式或電話接入其服務。這意味著絕大多數人都很懂數碼產品。但是正如陳有明醫生所知道的，政府的立場是我們不會完全數字化，但我們希望採取數字化優先的方式。因此，CDP多年來做出了一些不同的改進。
首先，CDP現在通過SGX Vista大樓提供面對面預約服務。其次，CDP現在提供與CDP服務代表的即時視頻會議服務。CDP還在網際網路和社交媒體上發布了用戶指南和操作視頻。SGX的網站上還有一個新的聊天機器人。話雖如此，CDP的客戶服務始終存在改進的空間，特別是對於那些不太懂數碼產品的人士。
我要向陳有明醫生保證，MAS將繼續與CDP保持接觸，解決許多客戶在用戶服務中的不便之處，特別是與面對面預約和客戶對帳單相關的問題。
最後，如果有任何特定客戶希望通過郵寄收到實體通知，他或她也可以提出請求，CDP將會滿足。
以下是英文質詢內容：
Dr Tan Wu Meng asked the Prime Minister (a) what is the extent of MAS』 regulatory oversight of the Central Depository Pte Ltd (CDP) and its relationships and obligations towards individual customers; (b) what avenues for assistance are available for CDP customers who are not digitally literate or savvy, including persons whose accounts have been suspended; and (c) whether MAS considers these avenues adequate in light of some CDP customers being of elderly age and not digitally literate.
The Minister of State for Trade and Industry (Mr Alvin Tan) (for the Prime Minister): Mr Speaker, Sir, the Central Depository Pte Ltd (CDP) is licensed by the Monetary Authority of Singapore (MAS) under the Securities and Futures Act 2001 (SFA), as an Approved Clearing House and a Central Depository System to provide securities clearing, settlement and depository services.
MAS expects all MAS-licensed financial institutions to treat their customers fairly, including availing effective support and feedback channels.
At least 99% of all CDP's customers access its services digitally or over calls. Since September 2022, less digitally-savvy customers can access self-help booths at CDP's SGX Vista premises to submit physical documents or seek in-person assistance. They also have the option to book an in-person appointment with CDP via its customer hotline. CDP service representatives also take additional care by offering priority assistance or in-person meetings to customers who have previously indicated difficulties accessing its digital services.
MAS expects CDP to address feedback about the adequacy of its non-digital customer support and closely monitor the performance of its customer service.
Mr Speaker: Dr Tan.
Dr Tan Wu Meng (Jurong): I thank the Minister of State for his answer. I have got two supplementary questions on behalf of my Clementi residents. Firstly, when MAS sets the service standards for the CDP, are these service standards also benchmarked against what a retail bank might provide to its customers?
We have Clementi residents, such as those from Faber Hills in Clementi, who are elderly and prefer face-to-face interactions and are still quite worried about access to counter service when transacting with the CDP. So, the first question is, whether the standard of service prescribed is different compared to a retail bank which, like CDP, would have many legacy customers who are older and not so digitally-savvy?
My second question, pertains to whether or not the customers who are sent digital notices to provide information to keep their accounts open – do these customers also receive telephone calls or paper, physical letters if they do not respond?
I ask this because I have a Clementi resident, a retired stockbroker, his CDP trading account was suspended because he did not use the online system to update his particulars. My resident says he is not computer literate, does not own a personal computer. So, can the Minister of State confirm whether CDP's practices include telephone and paper physical letter outreach before someone's trading account is suspended, due to potential implications if they need to access that account urgently at a future date?
Mr Alvin Tan: Sir, I thank Dr Tan Wu Meng for his supplementary questions. Dr Tan Wu Meng has been speaking very passionately about CDP and he has raised many of these discrete cases with me, such as the ones on CDP account openings and suspensions, as well as access to CDP digital services. Both Dr Tan and I have been working on these cases on behalf of his Clementi residents.
On the specific case in point, from what I understand, the particular senior had provided an email address and therefore CDP had reminded the senior to update his particulars; and there was prior warning before account suspension. We have been dealing with that case and the senior's customer account has been restored. So, that is for that.
