Developed as an alternative to the phone-in CARELINE at our Customer Interaction Centre, this web-based system allows users to report and monitor their issues or problems via the Internet. Every problem will be attended to immediately and the response will be posted on the website. It is fast, hassle-free and easy to use!

How do I use Web Careline?

Step 1 -- Simply log on as a user and click on the Web Careline icon.

Step 2 -- Key in the last six digits of your EDI Mailbox number as your user ID and no password is required.

Step 3 -- Click New Issue icon and fill in the web form to lodge your query or problem. The top portion consists of your company information. Ensure all information is correct. In the space for Call Description, type in your query or problem. Select HEAT as the owner.

Step 4 -- When you have completed the form, click on the Submit button. You will automatically be given a log number for easy status monitoring. Write down this log number for your reference.

You can then logout from the website. Meanwhile, your problem will be attended to shortly and escalated to higher levels, if necessary. Our customer service executives will post the response at the website.

How does Web Careline benefit me?

- It is hassle-free and user-friendly – No frustrations with busy dial tones when calling our Customer Interaction Centre during peak periods. You don’t have to spend time explaining your problems over the telephone. Just log your problems via Web Careline so that we know exactly what to do.

- Assured response – Our customer service executives will be alerted for every problem logged via Web Careline. We will attend to it immediately and resolve it as quickly as possible. The response will be posted on the website so that you are kept informed.

- Access critical information – Critical information related to the SMK-Dagang Net system is posted at Web Careline.

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