Complaints Checklist
Is your complaint under CASE’s purview? Go through the following checklist below.
Complaints CASE handles: - Consumer-to-business disputes
- You are a consumer if you make a transaction for a product or service for personal usage.
- Tourist-to-business disputes
- If you are a tourist and have a dispute with a retailer or vendor, you can come to our office any time from Monday-Friday, 9 am to 4 pm. If you are unable to come to our office, you can call the Singapore Tourism Board at 1800-736-2000 from 8 am to 7 pm daily, or lodge a complaint through their website at http://app.stb.gov.sg/asp/index.asp.
Complaints CASE does not handle:
- Business-to-business disputes
- If your company signs a contract with another company, or if you purchased a good or service for business use, this is considered a business-to-business transaction. Should a dispute arise from the transaction, this is not under CASE’s purview. You may consider checking with the Small Claims Tribunals (SCT) if you are eligible to make a claim via the SCT.
- Landlord and tenant claims
- Speculation in shares, stocks, commodities, investments
- If you are an investor and have dealings in shares, stocks etc. These are not consumer issues.
- Accident claims
- If you have a dispute with another driver in an accident, we are unable to assist.
- Overseas companies
- If you have bought a product overseas (except for Mainland China, India,
Macao SAR and Malaysia), we cannot pursue your case.
What to do if you have a consumer complaint?
If you have a dispute with a retailer over consumer goods and services and you have not been able to resolve the matter with the retailer, you can approach CASE for advice and assistance through the following means:
Phone assistance
You can call our hotline 6100-0315 to seek
general queries from our Consumer Relations Officers. Please note that this is only for local consumers.
Hotline hours: Mon-Fri 9am-5pm, Sat 9am-12pm
Fax assistance
Fax no: 64679055
Please allow 3 working days for our Consumer Relations Officers to attend to your query
Walk in consultation
Main office: 170 Ghim Moh Road, #05-01 Ulu Pandan Community Building
Office hours: Mon-Sat 9am-4pm.
Mon-Fri 9am-4pm (For tourists)
Please see the location here. Please make sure that you are the main complainant (person whose name is on the contract/invoice/agreement), and bring all the relevant documents/correspondences/evidence.
Online submission
You can also submit your complaints online at http://www.case.org.sg/online_complaint.html. Please allow 3 working days for our Consumer Relations Officer to revert.
For online submission, CASE officers will request for your relevant documents when the application is approved.
*For matters that require urgent attention,
please see any of our officers directly at our
office during our office hours for consultation.
