Letter to One Raffles Quay...

Jul 17, 2009 01:09


This is a genuine letter I will be sending out later. Spiced up Edited by Kor.

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Dear ,

I am writing in with utter disappointment in regards to the lapse on security mismanagement that occurred during my visit to your fine building at One Raffles Quay North Tower on 13 July 2009. I hope my letter will highlight the inconvenience that has been brought upon me and breach of security issuance that could have dire consequences.

On 13 July 2009 at around 7pm, I exchanged my NRIC at the concierge counter for a security pass to access Fitness First gym located in One Raffles Quay North Tower Level 8. At about 10pm, as I return the security pass for my NRIC, I noticed that the security personnel were frantically rummaging through various drawers. I had assumed the security personnel had misplaced my NRIC to another allocated slot, as this is not the first occurrence that the fine security personnel of One Raffles Quay had misplaced my NRIC. Alas, I was proven wrong on the diligent and upmost integrity of the fine building’s security personnel when they broke the news that they were unable to locate my NRIC, despite rummaging all the drawers at the counter. After investigation, the security personnel guard informed me that they had returned my NRIC to another visitor, who had inadvertently, took my NRIC and left his driving license. Despite the assurance of the Security Supervisor Mr. XXX, who mentioned will take full responsibility for the loss, in the event of identity theft during the lost of my NRIC; it is I who would be liable rather than any personnel from your kind management who had given me their verbal guarantee.

From my observation, the issuance of the security pass is as follows:-

1.       Visitor(s) have to produce a photo identity card(s);

2.       Security personnel scans the card if a barcode is available, presumably into the computer system;

3.       Security personnel retrieves a security pass and key in the pass number into the computer system; and

4.       Security personnel issues the security pass to the visitor.

In connection with the above, the identity card should be deposited in the numbered slot which the security pass number coincides with. There are various possible explanations for the lapse. For example, the security personnel enter the wrong security pass number into the system or the security passes were not in the correct slots in the firstly. The security personnel do occasionally remind visitors to check their identity card after the photo identity card was returned. However, I had witnessed and personally experienced countless times that the photo identity card that was initially returned to me does not belong to me. Further more, I understood from Mr Sukumal that this is not the first time that a NRIC has been misplaced. With the importance of our Singapore Government placing emphasis on protecting our citizens from terrorist from our daily life, is it not the duty of the building’s security to further reinforce the government’s calling and practice security vigilance. If the task of exchanging for security pass could be easily mishandled, I cannot imagine how a bigger breach of security would be manage.

The security personnel on duty and Mr XXX assured that I would be kept updated on the progress on the search of my NRIC. However, on the following day (14 July), I had no follow up call from your kind staffs; and I had to take the liberty of using my personal lunch to trot to the building’s counter to enquire. Follow ups should be kindly provided in such an unfortunate incident occurs. For the four days following the day of the nerve wreaking loss, there was not even a follow up call, evident of the lack of professionalism in the security team. I received another shock on Thursday (16 July) when I had to enquire at the counter again as there was no follow up. Your Building Supervisor was not informed of my grave loss, which made me doubt how serious a loss of an important document is being dealt with.

The only saving grace is that your Building Supervisor did follow up with a call on the 16th July 2009, soon after he know of my situation, to inform me that my NRIC has been returned to the security counter.

The misplacement of my identity card has caused me great inconvenience and stress. I had to take time off from my packed work schedule to lodge a police report, carry my passport around, and pray that that would not be any identity theft or illegal usage of my identity card during this said period waiting for your staffs attempt to contact the visitor who has taken my identity card. If in the event that my identity card is irretrievable, I would have to take request further time off from my employer and fork out an unnecessary sum to get a replacement identity card. I seriously hope you can look into the matter and ensure that such a lapse can be curbed or the very least reduced.

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I had dealt with the situation calmly, and had denied tranport compensation from the Building Supervisor (who verbally brought it up) for "specially coming down to follow up daily". Well, since my office is so near and I gym daily. There is only one trip which I "trot" down to ORQ during lunch hours for follow up.

The purpose of the letter is also to highlight the flaw of their system.

Should I send to their General Manager, or their Head of Departments?

JZ

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