Consumers Association of Singapore

“Measures To Properly Handle Consumer Claims”

Structure of CASE

CASE

Central Committee

ASASCaseTrust

Advisory Council

Marketing& Communications

ConsumerRelations & Legal

CaseTrustHR, Accounts

& Admin

Consumer RelationsContact Centre

Fair TradingLegal Panel

Insurance Taskforce

International Affairs

Beauty Taskforce

Mediation Panel

Education

Consumer Products,Standards & Testing

Service Standards

Consumer Editorial

Marketing& Communications

Introduction to CASE

Formed in 1971 by a group of civic conscious consumers and the National Trade Union Congress

Our ObjectivesHear, inform, educate and protect consumers

Our VisionTo be a dynamic and effective national body championing the cause of the consumer. To achieve a caring, consumer-friendly community

Our MissionTo protect and enhance consumers' interests by informing and educating, and to promote an environment of fair and ethical trade practices

Achievements and Future Direction

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

24

8267

97

0

20

40

60

80

100

120

2002 (Aug-

Dec)

2003 2004 2005

Testing/Survey Projects

1. Egg prices & supplies2. Food expiry-date3. Transparency of hospital bills4. Increase of petrol prices5. Comparison of the prices of products sold

in supermarket6. Price and service comparison of budget

airlines7. Validity of claims of energy-saving lamps

Marketing & CommunicationsCASE 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

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 media1. 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

Consumer Protection

(Fair Trading) Act

FINALLY….

Fair Trading & YouCarnival

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

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

16,36612,001

16,854 16,00418,650

0

10,000

20,000

2001 2002 2003 2004 2005

Strengthening Consumer Relations

Amount Recovered

$586,226

$317,106

$581,361$471,325

$1,280,779

$1,449,360

$2,118,857

$1,680,122

$2,120,698

$1,437,831

$2,035,586

$2,435,963

$2,261,483

$2,592,023$2,718,610

$0

$500,000

$1,000,000

$1,500,000

$2,000,000

$2,500,000

$3,000,000

2001 2002 2003 2004 2005

Refunds in Cash Refunds in Kind Total Refunds

Mediation Centre and MOUs

No. of Mediated Cases

25

40

67

93

61

0

10

2030

40

50

60

7080

90

100

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. Completely Voluntary

2. Helps parties to explore solutions

3. Full opportunity to put forth each side of story

4. Both parties are able to understand both sides of the coin

5. Not a judge or arbitrator

6. Informed decision on settlement with help of mediator

7. More relaxed atmosphere

8. No right or wrong. “Win-Win” situation

Mediation MOUs

1. Singapore Confederation of Industries2. Singapore National Co-operative Federation3. Institute of Estate Agents4. Singapore Furniture Industries Council5. Singapore Plumbing Society 6. Direct Selling Association of Singapore7. Singapore Renovation Contractors and Materials Suppliers Association (RCMA)8. Singapore Radio and Electrical Traders Association 9. The Federation of Merchants Association (Singapore) (FMAS)10. Pet Enterprises and Traders Association (PETAS)11. Singapore Optical Trade Association (SOTA)12. Singapore Jewellers Association (SJA)13. Natural Stone Association (NSA)14. Singapore Hotel Association (SHA)15. Singapore Malay Entrepreneurs Association (KESUMA)16. Singapore Retailers Association (SRA)17. Singapore Furniture Association (SFA)18. NTUC Income Referral Services 19. NTUC Income Car Cooperative Limited (NICCL)20. ID Connect

HOWEVER …

Cases not related to consumer goods and services Cases dealing with tourists Accident claims Speculations in stocks, shares, commodities, etc

CASE does not handle the following disputes:-

International Affiliation

Consumers International

Consumers Int’l Asia Pacific Office

ISO COPOLCO

Dispute Resolution

Financial Services

Services Standards

Social Responsibility

International Consumer Research and Testing

Thank you