You may wish to call the Tourist Information Hotline at 1800-7362-000 or contact the Consumers Association of Singapore (“CASE”) at +65 6100 0315 (in Singapore) / +65 6736 2000 (from overseas). Alternatively, you may also email CASE at firstname.lastname@example.org.
As a supplier, some of the issues that you may encounter with another supplier include:
- A supplier misleadingly using your company’s name;
- A supplier failing to fulfil his part of the contract;
- A supplier failing to deliver goods; and
- A supplier providing defective goods.
However, you may wish to note that the Consumer Protection (Fair Trading) Act (“CPFTA”) only extends to business-to-consumer transactions. The CPFTA does not extend to business-to-business transactions. 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 at www.statecourts.gov.sg/SmallClaims/Pages/GeneralInformation.aspx.
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. CASE may also engage the errant suppliers to warn them and/or enter into a Voluntary Compliance Agreement (“VCA”) where the errant suppliers agree in writing to stop the unfair practice, and in some cases, compensate affected consumers.
Some issues that CASE may be able to assist you in, include:
- Redress (e.g. refund, repair, or replacement);
- Non-delivery of goods;
- Damaged goods;
- Supplier has been uncontactable;
- Dispute with supplier; and
- Witnessing an unfair practice being committed
On the other hand, CCCS takes enforcement actions against errant suppliers who persist in unfair trade practices under the CPFTA. As such, you may wish to note that CCCS does not assist consumers in obtaining redress.
You may seek CASE’s assistance in relation to a business-to-consumer transaction via the following channels:
- Phone assistance
6100 0315 (Monday - Friday, 9am to 4pm)
- Online submission
170 Ghim Moh Road #05-01, Ulu Pandan Community Building, Singapore 279621
When approaching CASE, please ensure that you have supporting documents such as copies of correspondences, receipts, invoices and delivery orders. In addition, you may also wish to note that a consumer needs to be a CASE member in order to establish a relationship for CASE to represent the consumer and act on his/her behalf in dispute resolution. CASE offers an administration fee waiver if consumers are a member of a Trade Union or Association that is a CASE institutional Member, an NTUC Income Insurance Policy holder, or, a PAssion Card holder.
Alternatively, consumers can also consider filing a claim at the Small Claims Tribunal (“SCT”). The CPFTA provides consumers with the right to sue suppliers for engaging in unfair practices. More information on bringing a case to the SCT can be found at www.statecourts.gov.sg/SmallClaims/Pages/GeneralInformation.aspx.