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Q1. Can SDC help me to assess whether there are grounds for me to lodge a complaint?
A1. The SDC does not assess whether there are grounds for individual to lodge a complaint. While so, the SDC will let you know of other avenues available where you may choose to seek redress if they are more likely to match your desired outcomes.
Generally, the SDC will look into any written complaint that falls within the scope of section 34(1) of the Dental Registration Act (“DRA”) that is supported by a Statutory Declaration (“SD”). The complaint should contain information about the dentist or oral health therapist that you would like SDC to look into.
Q2. How do I lodge a complaint against a dentist or oral health therapist?
A2. The SDC operates under the remit of the DRA in regulating the conduct of registered dental practitioners in Singapore.
Under the DRA, if you wish to lodge a complaint against a dentist or oral health therapist, you must submit a written complaint accompanied by a
Statutory Declaration (“
SD”) which must be affirmed before a Commissioner for Oaths / Justice of Peace.
Your complaint should be typewritten in English and should include the full name of the dentist(s) or oral health therapist(s), the
full facts of the case and your allegations against the dentist(s) or oral health therapist(s). Please refer to the
Sample Template for an example when preparing your type-written complaint.
Please ensure that your full name, address, occupation and contact details are included in the SD. Once the SD has been duly affirmed / sworn, you can submit the SD and your letter of complaint to:
Singapore Dental Council
81 Kim Keat Road
#09-00
NKF Building
Singapore 328836
Attention: Inspecting Officer
For more information on how to lodge a complaint with the SDC, please refer to the
Common Queries section on Complaints Matters”. If you have reviewed the FAQs, read the
following section and have further queries or concerns, please contact SDC
here.
Q3. I am a foreigner / a foreigner who will be returning to my country shortly. How do I lodge a complaint against a dentist whom I consulted while I was in Singapore?
A3. Under the DRA, if you wish to lodge a complaint against a dental practitioner, you must submit a written complaint accompanied by a
Statutory Declaration (“
SD”) which can be affirmed / sworn before a Commissioner for Oaths / Justice of Peace.
Your complaint should be typewritten in English and should include the
full name of the dentist(s) or oral health therapist(s), the full facts of the case and your allegations against the dentist(s) or oral health therapist(s), as well as the supporting documents (if any). Please refer to the
Sample Template for an example when preparing your type-written complaint.
If you are not able to lodge your complaint while in Singapore, the SD can be made before a notary public or justice of peace, or with other person having authority under any law for the time being in force in that country to take or receive a declaration.
Please ensure that your name, residing home country address/ contact details and occupation are included in the Statutory Declaration. Once the SD has been duly affirmed / sworn, you can submit the SD and your letter of complaint to:
Singapore Dental Council
81 Kim Keat Road
#09-00
NKF Building
Singapore 328836
Attention: Inspecting Officer
Q4. Where can I find a Commissioner for Oaths / Justice of Peace? Is it chargeable?
A4. You can find a list
here or you can search for a Commissioner for Oaths, Justice of the Peace, Notary Public or other officer empowered by law to administer oaths, affirmation or affidavits on your own. Please note that charges will apply for their service. You can refer to the
Commissioners for Oaths Rules under Part II of the Schedule ‘Fees to be charged by a Commissioner for Oaths’.
Q5. Can SDC advise me on whether the treatment I received from the dentist is appropriate?
A5. The SDC does not advise on the treatment by a dentist. If you have concerns about the treatment you have received, you may wish to clarify with the dentist/clinic first and/or seek a second opinion before deciding on your next course of action.
Q6. Can I submit a complaint against the hospital/clinic?
A6. The SDC can only consider complaints against dental practitioners and is not empowered by law to look into complaints against any healthcare institution(s).
Dental clinics and other healthcare establishments are regulated under the Private Hospitals and Medical Clinics Act by the Ministry of Health (MOH). You may wish to contact and address your feedback/complaints to
MOH.
Q7. Can I submit a complaint without the full name of the dentist?
A7. No. To facilitate the processing and investigation of the complaint, a complaint to the SDC must state the full name of the dentist or oral health therapist.
Q8. I do not have the name/full name of the dentist(s). Can SDC help me to obtain the name(s)?
A8. The SDC cannot obtain the name for you and/or assist you to get such information to draft your complaint. Where necessary, you should contact the clinic or visit the clinic’s website to find out the name of the dentist(s). You may search for the full name of the dentist in the SDC register via the link
here.
Q9. Will the dentist be able to see my complaint?
A9. As part of a fair and impartial investigation, it is usually necessary for the dental practitioner to be called upon to answer any allegation/s made against him/her. As such, your complaint, including your identity and the details of your allegation(s), must, by law, be furnished to the dentist.
Q10. Is there a deadline for me to submit the complaint?
A10. In general, a complaint should be lodged within six years of the incident for the complaint to be investigated effectively, as the relevant evidence such as dental records and witness testimonies may become unavailable or difficult to secure with the passage of time.
Q11. Can I submit my complaint without making a Statutory Declaration?
A11. Under the Dental Registration Act, your complaint must be supported by an SD.
Q12. Can SDC help me to draft my complaint?
A12. As an independent administrator of the disciplinary process, the SDC is unable to assist in the drafting of complaints.
Q13. Can I not use the Sample Letter to submit my complaint?
A13. The Sample Letter is a guide to draft your complaint as it contains all the relevant fields that a Complaints Committee would require to investigate your complaint. You are thus advised to use this guide.
Please also note that handwritten complaint letters are not accepted and all complaints should be typewritten in English.
Q13. Is SDC the right platform for me to obtain compensation?
A13. No, the SDC is not the platform to get compensation. Under the DRA, even if your complaint is found to be valid, the disciplinary framework only allows for the imposition of disciplinary sanctions against dental practitioners and cannot make an order of monetary compensation against the dentist. If you intend to seek monetary compensation from the dentist(s), you should seek your own independent legal advice or Small Claims Tribunal.
You can also seek the assistance of the Singapore Dental Association (SDA) which offers a mediation service for dental treatment-related matters (for compensation or refund) as an avenue for dispute resolution (to help two parties understand each other and resolve their differences) between their member dentist and the public, as well as a channel for feedback and awareness. SDA is not a disciplinary body that can investigate a dentist’s practice. Neither can the SDA order a dentist to pay a refund or compensation. You can email SDA at
admin@sda.org.sg.
Q14. My dentist/clinic has charged me an amount for the medication/consultation fee/medical report. Can I ask if this amount is correct? Can they charge me this amount?
A14. The SDC does not issue guidelines on dentists’ fees and charges and is not able to comment on the appropriateness of the fees charged by the clinic.
However, prior to consultations, clinics are required to make information on fees likely to be incurred for consultation and treatment available to the patients. Clinics are also required to display common fee charges such as consultation and procedure fee for patients to make informed choices regarding their treatments. Medical clinics and healthcare establishments are regulated under the Private Hospitals and Medical Clinics Act by the Ministry of Health (MOH) and required to provide itemized bills to patients. If you believe that you have been overcharged, you may wish to provide your feedback to
MOH.
You may also refer to MOH website
here for the average fee for dental procedures in public institutions.
In addition, you may wish to seek the assistance of the Singapore Dental Association (SDA) which offers a mediation service for dental treatment-related matters between their member dentist and the public. You can email SDA at
admin@sda.org.sg.
Q15. How long will the Complaints Committee take to look into my complaint?
A15. Given the serious nature of complaints, investigations by the Complaints Committee (“CC”) will typically take at least 3 months. For more complex complaints, investigations may take 9 months to more than a year.
Q16. Will I be updated of the status of my complaint with SDC?
A16. All proceedings before the Complaints Committee (“CC”) are confidential and the CC is an independent and separate body from the SDC. The SDC Secretariat does not have the powers to release any information to you during the course of investigations. You will be informed in writing of the outcome of the CC’s deliberations as soon as a decision has been reached.
Q17. Can I submit additional information after I have lodged a complaint with SDC?
A17. Yes, you can. However, this may prolong the time taken by the Complaints Committee (“CC”) to look into the complaint especially if additional information is submitted after the CC has already commenced its inquiry. You are encouraged to ensure that all necessary, relevant information has been included into your complaint before submitting it.
Q18. What happens to the dentist / oral health therapist and clinic after the Complaints Committee completes its investigations?
A18. After the CC completes its investigations, it may:
(a) Dismiss the complaint;
(b) Issue the dentist or oral health therapist with a letter of advice;
(c) Issue the dentist or oral health therapist with a letter of warning; or
(d) Order a formal inquiry to be held by a Disciplinary Committee or a Health Committee.
The SDC can only mete out disciplinary action against a dentist/oral health therapist and cannot provide the following outcomes that complainants may be seeking:
(a) Monetary refund to a patient or reduction in a bill;
(b) Compensation/damages for any harm caused as a result of a dentist’s misconduct or negligence;
(c) Retrieval of dental records on your behalf;
(d) An explanation from the dentist(s) or oral health therapist(s) with regards to a treatment or procedure;
(e) An order that the dentist(s) perform a particular procedure or offer a certain treatment;
(f) An apology from the dentist(s) or oral health therapist(s) to you and/or the patient;
(g) Revocation of the license of the dentist(s) or oral health therapist(s); and
(h) Criminal sanctions (e.g. imprisonment) against the dentist(s) and/or oral health therapist(s).
(i) Sanction against the clinic.
Q19. What can I do if I am not satisfied with the outcome of the complaint?
A19. If you are dissatisfied with the outcome, you may appeal to the Minister for Health, whose decision shall be final. You can write to the Minister for Health via email
MOH_QSM@moh.gov.sg
Q20. What are other avenues available for me to seek redress?
A20.
You may be able to seek your desired redress via other avenues listed below, as the SDC process may not be appropriate for all complaints involving healthcare issues.
Some of the common avenues to deal with such complaints (and when they might be appropriate) are as follows:
