Ask yourself: Is my complaint under CASE’s purview?

If you are not sure if your complaint comes under CASE’s purview, please read Making a Complaint

Step One: Walk-in consultation at CASE

If you have a dispute with a retailer over consumer goods and services and are not able to resolve the matter with the retailer, you can visit the CASE office for a walk-in consultation.

Documents to bring:

• Identity Card/Work Permit/Employment Pass/Student Pass/Dependent Pass
• All documents relevant to your dispute, including but not limited to:
  • Proof of purchase / receipts / invoices
  • Contract signed with the retailer, if any
  • Any other supporting documents

Our Consumers Relations Officers will:

• Assess your case
• Advise you on the various options available to resolve your dispute
• Explain how CASE is able to assist you

Step Two: Resolving your complaint via CASE

If you decide to resolve your dispute through CASE, you can choose to file a case or to be on our assisted case scheme.

File a case

• If you are not a member of CASE, you have to first register to be a CASE member. This is to establish a relationship between the association and you, so that we can follow up on the dispute on your behalf.
• Our Consumer Relations Officer will correspond with the retailer on your behalf to work towards an amicable resolution.
• Should the matter reach a stalemate, our officer will advise you on your available options, such as mediation, going to Small Claims Tribunals or other legal options.

Assisted case

• If you are not a member of CASE, you do not have to register as a member of CASE.
• CASE will help you draft a letter to the retailer to communicate your concerns and your ideal outcome.
• However, we will not be able to follow up on the dispute on your behalf.

Fees involved

• Assisted cases: $10
• Filed cases: See table below

Membership Fees

* - Eligible to family members of a consumer who sign up as an Ordinary member first
** - Students must be above 12 years of age

Administrative Charges

Consumers who are Union members and/or Co-operative members need not have to pay membership fees if their Unions and/or Co-operatives are CASE Institutional/Corresponding members. All payments will be issued with receipts immediately.

If you have paid a $10 administrative fee for an assisted case previously, you are only required to top up the differences in administrative fees with reference to the range of claim.

Q: If CASE is a non-profit organisation, why do consumers have to pay for CASE to handle complaints?

A: CASE incurs operational and manpower costs. There are many areas in which consumers benefit from CASE initiatives without having to pay for them, such as: CASE’s lobbying for consumer protection legislation, consumer education, product testing and surveys. CASE also provides free advice for consumers who call our hotline, email us or walk in to our office.

However, if consumers want CASE to follow up on their dispute, they will need to become our member to establish a relationship between the consumer and CASE, so that we can represent them to communicate with the retailer. Also, a nominal fee will be collected to cover the administrative costs of following up on their dispute.