CASE Mediation and Consumer Disputes in Singapore
Reviewed by the Commoner Law Editorial Team. Sourced from Singapore Acts of Parliament, subsidiary legislation, and official government guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
The Consumers Association of Singapore (CASE) is the primary consumer advocacy body and offers dispute resolution:
- Mediation: CASE mediates disputes between consumers and businesses. The mediation is voluntary — both parties must agree to participate.
- Accredited businesses: Businesses that are CaseTrust-accredited have committed to fair practices and must participate in CASE mediation if a complaint is filed.
- Fees: CASE members pay a reduced mediation fee. Membership costs $28.35/year (individual).
- Escalation: If mediation fails, CASE can advise you on filing with the SCT or pursuing legal action.
- Injunction power: Under the CPFTA, CASE can apply to court for an injunction to stop businesses from engaging in unfair practices.
When does it apply?
- You have a consumer dispute with a business in Singapore — product, service, or pricing issue.
- You want an intermediary to help resolve the dispute before resorting to legal proceedings.
What to Do If You Have a Consumer Dispute You Cannot Resolve Directly with the Business in Singapore
- File a complaint with CASE online at case.org.sg — provide all relevant details and documents.
- CASE will contact the business and attempt to arrange mediation.
- If the business is CaseTrust-accredited, they are obligated to cooperate.
- If mediation succeeds, both parties sign a settlement agreement — this can be enforced as a contract.
What should you NOT do?
- Don't expect CASE to take sides — they are a neutral mediator, not a consumer's lawyer.
- Don't refuse to attend mediation if you are the business — this damages your CaseTrust accreditation.
- Don't rely on CASE alone for large claims — for significant losses, engage a lawyer and consider court action.
Common Questions
Is CASE mediation free in Singapore?
CASE mediation is not free, but CASE members pay a reduced mediation fee. Individual membership costs S$28.35 a year. Mediation is voluntary — both parties must agree to participate — except where the business is CaseTrust-accredited, in which case they are obligated to cooperate.
What happens if CASE mediation succeeds in Singapore?
If mediation succeeds, both parties sign a settlement agreement that can be enforced as a contract. If mediation fails, CASE can advise you on filing with the Small Claims Tribunals or pursuing legal action. Under the CPFTA, CASE can also apply to court for an injunction against businesses that engage in persistent unfair practices.
Should I use CASE or go straight to the Small Claims Tribunals?
CASE is best for getting an intermediary involved before formal proceedings, especially for smaller or relationship-based disputes. For large claims, engage a lawyer and consider court action — CASE is a neutral mediator, not a consumer's lawyer. For quick, enforceable outcomes up to S$20,000, the Small Claims Tribunals is often faster.
When does it apply — case mediation and consumer disputes?
You have a consumer dispute with a business in Singapore — product, service, or pricing issue.You want an intermediary to help resolve the dispute before resorting to legal proceedings.
What should I do if a business in Singapore refuses to cooperate and I need help resolving a consumer dispute?
File a complaint with CASE online at case.org.sg — provide all relevant details and documents.CASE will contact the business and attempt to arrange mediation.If the business is CaseTrust-accredited, they are obligated to cooperate.If mediation succeeds, both parties sign a settlement agreement — this can be enforced as a contract.
What should you NOT do — case mediation and consumer disputes?
Don't expect CASE to take sides — they are a neutral mediator, not a consumer's lawyer.Don't refuse to attend mediation if you are the business — this damages your CaseTrust accreditation.Don't rely on CASE alone for large claims — for significant losses, engage a lawyer and consider court action.