Certis has issued a clarification regarding its care visit policy for frontline officers, following recent public discussions and media coverage. The company emphasised that the policy is intended to support the health and well-being of its frontline staff, not to penalise them.

Acknowledging the physically demanding and often challenging nature of frontline roles, Certis reaffirmed its commitment to the welfare of its officers. The care visit policy, the company stated, applies only to frontline team members and is enacted only under compelling circumstances, such as when an officer is on frequent or extended medical leave.

“These visits may be conducted either at the officer’s home or at the hospital, if they are hospitalised,” reads a statement issued by Certis. “They are not meant to be punitive but are intended to check in on our officers’ well-being and assess if they need additional support.”

Supervisors, the company added, remain accessible to assist as needed. The visits also serve a practical purpose by helping the company plan manpower deployment more effectively.

Certis acknowledged a small number of cases involving the misuse of medical leave, including instances where officers reportedly took sick leave to travel overseas. “Such irresponsible behaviour affects team resourcing and places an unfair burden on colleagues who have to cover additional shifts,” the statement read.

The company stressed that the policy aims to safeguard fairness and operational readiness, especially in a tight labour market where recruitment and retention remain challenging.

In response to rumours of terminations linked solely to non-compliance with the care visit policy, Certis firmly rejected the claims. “Employee terminations are not based on policy breaches alone. They are considered only in cases of serious misconduct—such as proven malingering—and are pursued only after a thorough and fair process,” the company clarified.

Following recent media reports, Certis has also stepped up engagement with its union partner, the Union of Security Employees (USE). The company confirmed that it is currently working with USE to review the care visit process and strengthen employee engagement to ensure clearer understanding of company policies.

“We remain committed to fair and respectful treatment of all employees and will continue working closely with USE to ensure the well-being and trust of our frontline officers.”