Update on CPF e-services

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The CPF Board (CPFB) and its IT vendor, Microsoft, have identified the root cause of the technical issues and are working to progressively restore the CPF e-services.  CPFB thanks members for their patience and understanding during this period.

 

Following an in-depth review, Microsoft’s global subject matter experts have determined the root cause of the technical issues to be an integration component used by the website, which had not functioned as intended under situations of high member traffic.  This caused the wrong display of information in a few isolated cases, which prompted CPFB to take the system offline as a safeguard.

 

The CPFB and Microsoft IT teams are currently applying the necessary technical solutions and conducting extensive system testing.  This includes end-to-end user testing and checks to ensure proper functionality and performance before public access is restored.  CPFB would like to reassure members that the technical issues are confined to the website layer and all data, including members’ account details, are unaffected.

 

“We apologise to members for the inconvenience caused.  Much as we would like to bring the e-services online as quickly as possible, we cannot afford to compromise the stability and reliability of the e-services.  We are working round the clock with Microsoft and all necessary resources have been mobilised to conduct thorough functional and load testing.  We will update members on the restoration of the CPF e-services once the effectiveness of the technical solutions have been robustly validated,” Mr Ng Chee Peng, Chief Executive Officer of CPFB.

 

To ensure service continuity for members, selected e-services catering to 70 percent of all online transactions have been made available since Wednesday, 2 December 2015.  Members can check and print their account balances, contribution history and transaction history.  Since the restoration of selected CPF e-services from Wednesday evening, 2 December 2015 till 7.30pm on 14 December, there were more than half a million successful SingPass log-ins to those services.  In addition, CPFB has extended the weekday operating hours of its five service centres from 5pm to 6pm and the CPF Call Centres from 6pm till 7pm.  Self-employed persons who need to make contributions can do so by sending in a cheque or visiting any of the service centres.  Members are also able to perform their transactions using alternative channels as listed in the Annex.  Website informational pages and the e-Submission service for employers are not affected.

 

Members can be assured that they will not be levied any late charges by CPFB due to the current unavailability of the CPF e-services.  Eligible members who make voluntary contributions and top-ups will qualify for the applicable tax relief as long as the Board receives their applications through relevant alternative channels such as mail, CPF service centres, Self-Automated Machines (SAM) and SingPost branches by 31 December 2015.


 

Annex: Alternative channels available to members

 

 

CPF Robinson Road Service Centre*

79 Robinson Road, #02-00

Singapore 068897

 

CPF Tampines Service Centre

1 Tampines Central 5, #01-01

Singapore 529508

 

CPF Bishan Service Centre

3 Bishan Place, #01-01

Singapore 579838

 

CPF Jurong Service Centre

21 Jurong Gateway Road, #01-01

Singapore 608546

 

CPF Woodlands Service Centre

900 South Woodlands Drive

#01-02 Woodlands Civic Centre

Singapore 730900

Service Centre Operating Hours:

 

Mondays to Fridays: 8am to 6pm

 

Saturdays: 8am to 1pm

(Robinson Road Service Centre is closed on Saturdays)

CPF Call Centre (for general enquiries only)

1800-227-1188

Call Centre Operating Hours:

 

Mondays to Fridays: 8am to 7pm

Contact us

 

For Member-related enquiries, please contact us at www.cpf.gov.sg/membercontactus

 

For Employer-related enquiries, please contact us at www.cpf.gov.sg/employercontactus

 

For Other enquiries, please contact us at www.cpf.gov.sg/writetous

 

 

 

Types of Services Alternative channels available to members for popular transactions
Retirement-related services ​
Application for withdrawing CPF savings for members 55 and above Download, complete and mail the application form to us
Application to commence monthly payouts under the Retirement Sum Scheme Download, complete and mail the application form to us
Top up Special or Retirement Accounts Download, complete and mail the application form to us
Housing-related services ​
View housing statement Contact us at www.cpf.gov.sg/membercontactus to request for the information to be mailed to your registered address
Commencement / Revision / Cessation of use of CPF for monthly mortgage payment
Healthcare-related services
Top up MediSave to pay for MediShield Life premiums Download the form and
  • Pay with NETS at any SingPost branch with this form, or at any SAM, or

  • Pay with cash or CashCard at any SingPost branches with this form
Change MediShield Life premium payer Download, complete and mail the application form to us
Employer-related services
Application for waiver of foreign worker levy Download, complete and mail the application form to us
Payment advice for CPF contributions via AXS Download the form and
  • Pay with cash, NETS or CashCard at any SingPost branch with this form

  • Pay with cheque and mail the form to us
​Self-employed persons-related services ​
​Contributions to MediSave Account only ​Download the form and
  • Pay with cash, NETS or CashCard at any SingPost branch with this form

  • Pay by NETS at any SAM

  • Pay with cheque and mail the form to us
Voluntary contributions to 3 CPF Accounts Download the form and
  • Pay with cash, NETS or CashCard at any SingPost branch with this form

  • Pay with cheque and mail the form to us