How can I identify whether a business is CaseTrust accredited?
Simply look out for the CaseTrust decal at the store. Alternatively, you can also visit our website at https://casetrustapplication.azurewebsites.net/user/login?ReturnUrl=%2F.
What measures have been put in place to safeguard me, as a consumer?
During CaseTrust assessment, the business’ policies and communication material have been thoroughly checked and unfair trading practices are removed. Accredited businesses are also required to put in place a dispute resolution mechanism. Consumers may also wish to resolve their disputes through mediation at CASE.
What is the scope of CaseTrust's accreditation scheme?
CaseTrust’s Accreditation scheme includes the assessment of good business practices such as transparent business policies, feedback management, dispute resolution etc. The scheme consists of criteria which cover Policies, Communication, Personnel and Practices & Systems.
Does CaseTrust accredit B2B businesses?
CaseTrust assessment criteria focuses on B2C businesses. If your business only has B2B transactions, it will not be suitable to be accredited. However, if your business has both B2B and B2C transactions, then the accreditation is only awarded to the B2C area of your business.
What benefits does a CaseTrust accredited business have?
- Greater Exposure through CaseTrust’s publicity efforts for its accredited businesses.
- Gain immediate recognition by consumers as a business they can trust.
- Prepares merchants for the Consumer Protection (Fair Trading) Act, thereby having a Competitive Edge over non-accredited businesses.
- Educational Seminars organised by CASE.
- Availability of CASE mediation facilities to resolve disputes at no cost.
- Join reputable businesses who have attained the CaseTrust accreditation.
How to apply for CaseTrust accreditation?
You may apply for for CaseTrust accreditation via our online form.
Alternatively, you can download a set of the Information Kit here. The Application Form can be found in the information kit. Please fill in the Application Form and submit a cheque for application fee made payable to "Consumers Association of Singapore". The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to our assessor(s) for assessment (i.e. audit).
Alternatively, you can download a set of the Information Kit here. The Application Form can be found in the information kit. Please fill in the Application Form and submit a cheque for application fee made payable to "Consumers Association of Singapore". The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to our assessor(s) for assessment (i.e. audit).
How much is the fee?
You may refer to the information kit that you can download here for more details on the fees. The fees depend on the size of the business.
Who conducts the assessment? Are they fair?
CASE maintains a pool of professional and independent assessors to conduct assessments under the CaseTrust scheme. This will ensure that assessments and audits are neutral and not prejudiced.
Should my business be unsuccessful in our first attempt to apply for CaseTrust accreditation, when can we re-apply again?
It would be dependent on the business' readiness to close the gaps highlighted during the earlier assessment.
My business is successfully accredited by CaseTrust. Can we use the logo for all our branches and subsidiaries?
With exception to the businesses accredited under CaseTrust Spa & Wellness scheme, as long as the branches are not registered with ACRA (f.k.a Registry of Companies & Businesses) under a different business name, they will enjoy the CaseTrust status. However, the CaseTrust status is not transferable to other businesses owned by the same holding company within the group. If you own other registered businesses that would like to enjoy the CaseTrust benefits, kindly submit another CaseTrust application as a separate entity.
As a CaseTrust accredited business, how will CaseTrust assist me if I have a complaint lodged by the consumer?
If you have exhausted all avenues on your side to resolve the problem, you can refer the consumer to CASE Consumer Relations Department. CASE has a Mediation Centre which has a pool of mediation volunteers who will assist in achieving a win-win situation for both parties.
CASE Mediation Centre has a high success rate instead which shows how effective it is as a dispute resolution mechanism.
Why is my business name not reflected in the website even after we have obtained accreditation?
Upon receiving our License Agreement, you need to sign two copies and return it to our office together with the annual management fee. Once duly executed, we will return one copy to your office for record and list your business on our website.
What are the steps required for renewal of CaseTrust accreditation?
Since the certificate has an expiry date, your business accreditation ends with that date. Thus, the renewal process will be very similar to a new application.
However, now that you already have all CaseTrust criteria in place, it will be much easier to go through the assessment.
How can CaseTrust assist in resolving my dispute with its accredited businesses?
For assistance on disputes pertaining CaseTrust accredited businesses, consumers may refer to this link for more information on how to lodge a complaint with CASE - https://case.org.sg/submit-a-complaint/. If you just wish to put on record & do not require CaseTrust to follow-up on your dispute, you may write-in as a feedback to casetrust@case.org.sg.
CaseTrust will take such feedback into consideration during the accredited business' next assessment.
Does CaseTrust have a blacklist of businesses?
CaseTrust is a whitelist rather than a blacklist of businesses. To give consumers a peace of mind for your shopping experience, we strongly encourage you to check on the list of CaseTrust accredited businesses.