Measures to Handle Consumer Claims in Singapore: CASE's Achievements and Future Directions

1. Consumers Association of Singapore “Measures To Properly Handle Consumer Claims”

2. Structure of CASE

3. Introduction to CASE • 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 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

4. Achievements and Future Direction • Education • Consumers Protection (Fair Trading) Act • Relationship with Businesses/Trade Associations • Relationship with Media • Consumers Services

5. Education drive intensified • Collaboration with Community Development Councils • Strategic partners: Capital Radio 95.8 and NewsRadio 93.8

6. Testing/Survey Projects 1. Egg prices & supplies 2. Food expiry-date 3. Transparency of hospital bills 4. Increase of petrol prices 5. 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

7. Marketing & Communications CASE Website • Other Communication Channels: • E-newsletter ‘C@SEBites’ • The Consumer Magazines • Online Poll

8. 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

9. Introduction to CaseTrust • The Key to Consumer Confidence • Retailers to abide by minimum standards set out by CaseTrust

10. 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

11. Issues covered by media 1. Consumer Protection (Fair Trading) Act 2. Loại bỏ các Quảng cáo phóngđại3. 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

12. INTRODUCTION

13. FINALLY…. Consumer Protection (Fair Trading) Act

14. Fair Trading & You Carnival Seminars Legislative Guide

15. Milestones for Consumer Services

16. 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

17. Strengthening Consumer Relations

18. Strengthening Consumer Relations

19. Mediation Centre and MOUs 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

20. 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

21. Mediation MOUs • 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

22. 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:-

23. Services Standards Financial Services Dispute Resolution Social Responsibility International Affiliation ISO COPOLCO Consumers International Consumers Int’l Asia Pacific Office International Consumer Research and Testing

24. Thank you