Consumers Association of Singapore
“Measures To Properly Handle Consumer Claims”
Structure of CASE
CASE
Central Committee
CaseTrust
Advisory Council
ASAS
Consumer
Relations & Legal
Fair Trading
Legal Panel
Contact Centre
CaseTrust
Marketing
& Communications
Insurance Taskforce
Consumer Relations
HR, Accounts
& Admin
Education
Consumer Products,
Standards & Testing
Service Standards
Beauty Taskforce
Consumer Editorial
International Affairs
Mediation Panel
Marketing
& Communications
Introduction to CASE
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Formed in 1971 by a group of civic conscious
consumers and the National Trade Union Congress
Our Objectives
Hear, inform, educate and protect consumers
Our Vision
To be a dynamic and effective national body
championing the cause of the consumer. To achieve a
caring, consumer-friendly community
Our Mission
To protect and enhance consumers' interests by
informing and educating, and to promote an
environment of fair and ethical trade practices
Achievements and Future Direction
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Education
Consumers Protection (Fair Trading)
Act
Relationship with Businesses/Trade
Associations
Relationship with Media
Consumers Services
Education drive intensified


Collaboration with Community Development Councils
Strategic partners: Capital Radio 95.8 and NewsRadio 93.8
Education sessions and Radio Talkshows
120
97
82
100
67
80
60
40
24
20
0
2002 (AugDe c)
2003
2004
2005
Testing/Survey Projects
1.
2.
3.
4.
5.
Egg prices & supplies
Food expiry-date
Transparency of hospital bills
Increase of petrol prices
Comparison of the prices of products sold
in supermarket
6. Price and service comparison of budget
airlines
7. Validity of claims of energy-saving lamps
Marketing & Communications
CASE Website
Other
Communication
Channels:
• E-newsletter
‘C@SEBites’
• The Consumer
Magazines
• Online Poll
Relationship with Businesses

Strengthen collaboration with business
community to prevent unfair practices in
market place



Highlight unfair practices to the public through
the media
To work with trade associations to adopt good
trade practices and educating them on relevant
consumer protection legislations
To promote aggressively mediation as an
alternative dispute resolution
Introduction to CaseTrust


The Key to
Consumer
Confidence
Retailers to abide
by minimum
standards set out
by CaseTrust
Enhance Relationship with Media

Manage CASE image as an effective
body for consumers

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Continue to forge close relationship
with the media
Improve quality of CASE publications
Increase outreach to consumers
through collaboration with other
publications and promotion of our
website
Issues covered by media
1. Consumer Protection (Fair Trading) Act
2. Loại bỏ các Quảng cáo phóng đại
3.
Investment linked policies
4. Furniture Insurance Scheme
5. Opt-in and Opt-out practices
6. Prices hikes on consumer goods
7. The AIA Critical Year issue
8. Hospital Bill Transparency
9.Mobile Phone Radiation
10.Financial Education etc
INTRODUCTION
FINALLY….
Consumer
Protection
(Fair Trading)
Act
Fair Trading & You
Carnival
Legislative Guide
Seminars
Milestones for Consumer Services
Sep 03
Began C@SEBites, CASE e-newsletter
Nov 03
Extended Saturday operating hours to a full day
Feb 04
Introduced frontline counters to stay open during
lunch time
Mar 04
Introduction of Contact Centre
Apr 04
Implementation of online submission of cases
Dec 05
Extended Contact Centre operating hours to 5 pm
on Mondays to Fridays
Formation of Contact Centre
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Began in March 2004 to enhance
service quality
Consumers can lodge their
complaint online as of 2 May 2004
Officially launched on 14 March
2005
Extended operating hours as of 1
December 2005
Strengthening Consumer Relations
Complaints/Enquiries from Emails, Faxes,
Letters, Phone Calls, Online and Visits
20,000
16,366
16,854
16,004
2003
2004
12,001
18,650
10,000
0
2001
2002
2005
Strengthening Consumer Relations
Amount Recovered
$3,000,000
$2,718,610
$2,592,023
$2,435,963
$2,500,000
$2,261,483
$2,035,586
$2,118,857
$2,120,698
$2,000,000
$1,680,122
$1,500,000
$1,449,360
$1,437,831
$1,280,779
$1,000,000
$586,226
$500,000
$581,361
$471,325
$317,106
$0
2001
2002
Refunds in Cash
2003
Refunds in Kind
2004
Total Refunds
2005
Mediation Centre and MOUs
No. of Mediated Cases
93
100
90
80
70
67
61
60
50
40
30
20
40
25
10
0
2001
2002
2003
2004
2005
Initiatives
(A) 100 mediators in our CASE Mediation Centre
(B) “Recruitment Campaign” for more volunteers to be mediators
(C) To invite more businesses to sign MOUs
(D) To maintain the high standard of CASE Mediators
(E) To organize more accreditation exercises for mediators
8 FACTS ABOUT MEDIATION
1.
2.
3.
Completely Voluntary
Helps parties to explore solutions
Full opportunity to put forth each side of story
4.
Both parties are able to understand both sides of the coin
5.
6.
7.
Not a judge or arbitrator
Informed decision on settlement with help of mediator
More relaxed atmosphere
8.
No right or wrong. “Win-Win” situation
Mediation MOUs
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Singapore Confederation of Industries
Singapore National Co-operative Federation
Institute of Estate Agents
Singapore Furniture Industries Council
Singapore Plumbing Society
Direct Selling Association of Singapore
Singapore Renovation Contractors and Materials Suppliers
Association (RCMA)
Singapore Radio and Electrical Traders Association
The Federation of Merchants Association (Singapore) (FMAS)
Pet Enterprises and Traders Association (PETAS)
Singapore Optical Trade Association (SOTA)
Singapore Jewellers Association (SJA)
Natural Stone Association (NSA)
Singapore Hotel Association (SHA)
Singapore Malay Entrepreneurs Association (KESUMA)
Singapore Retailers Association (SRA)
Singapore Furniture Association (SFA)
NTUC Income Referral Services
NTUC Income Car Cooperative Limited (NICCL)
ID Connect
HOWEVER …
CASE does not handle the following disputes:
Cases not related to consumer goods and services
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Cases dealing with tourists

Accident claims
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Speculations in stocks, shares, commodities, etc
International Affiliation
Consumers
International
Consumers Int’l Asia
Pacific Office
ISO COPOLCO
Services
Standards
Financial
Services
Dispute
Resolution
International Consumer
Research and Testing
Social
Responsibility
Thank you