Making NRIC/FIN a compulsory field by Singtel on their Contact Us page is a fantastic way to prop up a nicer report of lesser complaints from internet channel.
How does requiring NRIC compulsory help in solicitating feedback? Those who still want to go ahead would turn to the phone instead. This is a problem with some organisations doing needless work collecting/compiling useless data. The person who implement it is likely to just follow orders & not question the requirement.
In essence the company is telling the person to go away. Do not complain. Do not feedback.