Feedback / Complaints

CCCS administers the Consumer Protection (Fair Trading) Act (“CPFTA”) and Competition Act.

 

Before making a complaint, please note the following:

 

1. General

 

CCCS does not provide legal advice nor views on hypothetical scenarios.

 

As the administering agency of the CPFTA and Competition Act, it is not appropriate for CCCS to advise you on the application of the law. You may wish to seek your own legal advice.

 

If the subject matter of your complaint does not fall within the scope of the prohibitions under the Competition Act, the CPFTA, or CCCS does not have the powers to conduct an investigation into the subject matter of your complaint, we may redirect you to the relevant government agencies. Please note that for the matters listed below, you may wish to approach the relevant authorities:

 

Active Mobility (e.g. e-scooters) and Vehicles  The Land Transport Authority (“LTA”) has purview of active mobility and vehicle matters. More information on contacting LTA can be found here. Alternatively, LTA can also be reached at 1800 2255 582.
After Death Services and Environment Related Matters The National Environmental Agency (“NEA”) has purview of after death services and matters related to climate change and energy efficiency, pollution, radiation safety, waste management and weather. More information on contacting NEA can be found here. Alternatively, NEA can be also be reached at +65 6225 5632. 
Data Protection and Postal Services The Personal Data Protection Commission (“PDPC”) has purview of data protection concerns. More information on contacting PDPC can be found here. Alternatively, PDPC can also be reached at +65 6377 3131. 
Electricity, Gas and Renewable Energy
The Energy Market Authority (“EMA”) has purview over the electrical, gas and renewable energy sectors. More information on contacting EMA can be found here. Alternatively, EMA can also be reached via email at EMA_Enquiry@ema.gov.sg.
Food Products, Safety and Retail The Singapore Food Agency (“SFA”) regulates Singapore’s food retail industry, and, the import and export of food. More information on contacting SFA can be found here. Alternatively, SFA can also be reached at +65 6805 2871. 
Health Products The Health Sciences Authority (“HSA") regulates health products. More information on contacting HSA can be found here. Alternatively, HSA can also be reached at +65 6866 1111 or via email at HSA_Info@hsa.gov.sg.
Insurance, Banking and Financial Products

The Monetary Authority of Singapore (“MAS”) has purview over the insurance, banking and finance sectors. For issues including marketing by banks, credit cards, investment schemes and crowdfunding, you may wish to contact MAS. More information on contacting MAS can be found here. Alternatively, MAS can be reached at +65 6225 5577 or via email at consumers@mas.gov.sg.

The Financial Industry Disputes Resolution Centre Ltd (“FIDReC”) assists consumers in disputes with financial institutions. You may consider filing a complaint by mail or in person at 36 Robinson Road, 15-01 City House, Singapore 068877, emailing info@fidrec.com.sg, or, calling 6327 8878. More information can be found here

Product Safety, Safety Mark, and, Weights and Measures Enterprise Singapore (“ESG”) has purview of product safety, safety marks, standards and goods sold by weight (administered under the Weights and Measures Programme). More information on contacting ESG can be found here. Alternatively, ESG can be reached at +65 6898 1800 or via email at enquiry@enterprisesg.gov.sg.
Telecommunications and Postal Services The Infocomm Media Development Authority of Singapore (“IMDA”) has purview over the telecommunications and postal services sectors. More information on contacting IMDA can be found here. Alternatively, IMDA can be reached at +65 6377 3800 or via email at INFO@imda.gov.sg.
Tourism and Tour Guides The Singapore Tourism Board (“STB”) has purview over the tourism sector including travel agencies and tour guides. More information on contacting STB can be found here. Alternatively, STB can be reached at +65 6736 6622 or via email at stb_feedback@stb.gov.sg. The tourist information hotline is 1800 736 2000.

 

You may also find some of the answers to your questions in the Frequently Asked Questions page.

 

2. Consumer Protection Matters

 

CCCS does not assist consumers in disputes with suppliers nor in obtaining redress. Under the CPFTA, the Consumers Association of Singapore (“CASE”) and Singapore Tourism Board (“STB”) are the first points of contact for consumer complaints. CASE will assist aggrieved consumers to obtain redress, and in some cases, compensation through negotiation and/or mediation. For assistance, please approach CASE at 6100 0315 or visit www.case.org.sg.

 

  • For more information on lodging a complaint to CASE click here and refer to Question 7;
  • For more information on transactions which are excluded under the CPFTA, refer to Question 3 here; and
  • For suppliers or employees who wish to whistle-blow or provide evidence of an unfair practice by a supplier, refer to Question 10 here.

If you are a supplier and have issue with another supplier, you may wish to seek your own legal advice or bring your case to the Small Claims Tribunal (“SCT”). More information on bringing a case to the SCT can be found here.

 

3. Competition Matters

 

If you suspect that any business, company or organisation is engaged in anti-competitive conduct that infringes the Competition Act, please file a complaint with CCCS.

 

Complaints can be lodged if you believe there has been a breach of any of the following prohibitions under the Competition Act:

 

Complaints may not be pursued if they fall within the specific exclusions, for which CCCS has no powers to conduct an investigation. For more information on exclusions from the Competition Act, please click here.

 

4. Filing a Complaint

 

To file a complaint, you should have the following information ready:

 

  • Information about you and the organisation you represent (if applicable);
  • Information about the party or parties involved;
  • A brief description of the unfair practice, agreement, abusive conduct or merger that you are complaining about;
  • Any other relevant information and supporting documents.
Online Form The online form is a convenient way for you to file your complaint with us. However, our online forms do not support attachments. If you wish to submit supporting documents, we recommend that you email to us directly.
Email If you have supporting documents, download CCCS's Complaint Form and email the completed form together with the supporting documents to cccs_feedback@cccs.gov.sg. Please indicate “COMPLAINT” in the subject header.
Post

You can send the completed CCCS Complaint Form by post at:

Competition and Consumer Commission of Singapore
45 Maxwell Road
The URA Centre, #09-01
Singapore 069118

(Please mark “COMPLAINT” clearly on the top left-hand corner of the envelope so that we can speed up the processing of your complaint).

Fax You may fax the completed complaint form to us at (65) 6224 6929.
If you have any queries on how to complete the complaint form, you can contact our hotline at 1800 325 8282.
Hotline You may contact us at 1800 325 8282. For calls from overseas, please contact us at (65) 6326 8200.

 

We will acknowledge your complaint within three (3) working days, and we will keep you posted on the outcome of your complaint.