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Public Service Division
Parliamentary Replies

Guidelines for Supporting Persons with Hearing Impairment during Face-to-face Public Service Transactions

4 November 2026

Parliament Sitting: 4 November 2026

Dr Charlene Chen: To ask the Prime Minister and Minister for Finance (a) whether there are whole-of-Government guidelines for supporting persons with hearing impairment during face-to-face public service transactions, including the provision of hearing-assistance systems, quieter or private service areas, text-based communication and additional time for interactions; and (b) if not, whether such guidelines will be considered. 

Written Reply by Mr Chan Chun Sing, Coordinating Minister for Public Services and Minister-in-charge of the Public Service

The Singapore Public Service remains committed to ensuring that all citizens, including persons with disabilities, can easily access and benefit from inclusive Government services.

Public Service agencies adopt a needs-based approach across touchpoints when serving citizens with hearing impairment, including those who may require assistance in their interactions such as persons with disabilities and seniors.

Examples of inclusive and accessible practices to communicate with persons with hearing impairment include, but are not limited to:

a.    Use of written or typed communication;

b.    Use of assistive solutions such as hearing loop systems, voice amplifiers and real-time text communication tools;

c.     Arrangement for quieter consultation spaces to facilitate more effective communication; and

d.    Providing additional time where needed for consultations.

The Public Service also works with community partners, such as social service organisations, for dedicated support to identified groups and citizens to further ensure access to services. ServiceSG Centres currently offer video conferencing facilities to connect citizens with hearing impairment seamlessly with a sign language interpreter with the Singapore Association for the Deaf. 

We will continue to enhance access to Government services to ensure they remain inclusive and accessible for all.