CASE Mediation and Consumer Disputes

Source: Consumers Association of Singapore (CASE); Consumer Protection (Fair Trading) Act (Cap. 52A)

Written in plain language for general understanding. This is educational content, not legal advice. Based on Singapore Acts of Parliament, subsidiary legislation, and official government guidance.

Singapore National Law

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 should you do?

  • 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.

More in Consumer Rights

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