We thank Mr Gan Kok Tiong for his feedback ("Nothing beats face-to-face explanations on govt policies"; Dec 4).

Such explanations are important when trying to make policies and schemes understood, especially with the dialect-speaking elderly, as Mr Gan pointed out.

The Central Provident Fund Board's customer service staff located at our five Service Centres islandwide can address members' queries in various local languages, including in dialect, if required.

Similarly, in our one-to-one CPF Retirement Planning Service, which is available to members reaching 55, we identify specific customer service staff to assist members who can converse only in dialect.

In addition, we have set up CPF Mobile Service Centres in community clubs in the heartlands to make our services more accessible to members, especially the elderly.

There is presently a CPF Mobile Service Centre at Bedok Community Centre, and it will be there till the end of this year.

To extend our reach even more, we collaborate with the Chinese Development Assistance Council to train its Mandarin and dialect-speaking volunteers so that they will be able to explain CPF policies and schemes to seniors.

Together with the People's Association and the Ministry of Manpower, we also conduct a series of Kopi Talks sessions in English, Malay, Mandarin and Tamil to equip grassroots leaders with CPF information, which they can in turn pass on to the residents.

Irene Kang (Ms)

Group Director

(Communications)

Central Provident Fund Board