Under the CPFTA, the Consumers Association of Singapore (CASE) and the Singapore Tourism Board (STB) remain the first points of contact for local consumers and tourists respectively to handle complaints. They will assist aggrieved consumers to obtain redress, and in some cases, compensation through negotiation and/or mediation. Errant retailers may enter into a Voluntary Compliance Agreement (VCA) with CASE or STB, where they will agree in writing to stop the unfair practice, and insome cases, compensate affected local consumers or tourists. Errant retailers who persist in unfair trade practices will be referred to CCCS for investigation.
As the administering agency, CCCS will gather evidence against persistent errant retailers, file timely injunction applications with the courts against persistent errant retailers and enforce compliance with injunction orders issued by the courts. CCCS is a statutory board under MTI whose previous mandate was to administer the Competition Act (Cap. 50B). As of 1 April 2018, CCCS took on the role of administering the CPFTA. The complementary nature of competition and consumer protection work allows CCCS to better regulate and promote well-functioning markets.