BREAKDOWN OF Concerns
Consumers lodged 14,236 problems in 2024, a 2 per cent boost from the 13,991 problems CASE received in 2023.
Motorcars, electrical and electronics, charm, construction contractors and amusement accounted for the best five highest complaints.
The highest volume of problems in the entertainment sector increased from 209 in 2023 to 798 in 2024. The 281 percent increase in complaints was primarily caused by the “botched” Singapore Sky Lantern Festival in February of last year and seat scalping-related problems.
F& Another industry with a significant increase in complaints was B, as well as telecommunication.
F& B complaints increased by 24 per cent from 571 cases in 2023 to 708 in 2024, mainly due to the cancellation of Sakura Buffet’s licence over food safety concerns, which left customers ‘ orders unfulfilled.
Consumer complaints about poor communication, delayed deployment of broadband service, and higher costs rates increased by 34 percent from 529 circumstances in 2023 to 710 in 2024.
About 80 % of the cases where CASE was permitted by consumers to bargain with businesses in 2024 were resolved. The organization added that this resolution rate is its highest in the last five years, rising by 4 % from 2023.
In a first, Kaiden Cheng, the managing director of Nail Palace, and two nail salons affiliated with the chain were also present. Following being found guilty of contempt of court, both were fined and jailed last year.
They had failed to comply with court orders in relation to unfair trade practices that are related to the sale of anti-fungal medication. Following numerous complaints about “pressure sales tactics and misleading sales,” CASE had referred Nail Palace to the Competition and Consumer Commission of Singapore (CCCS) for an investigation.
MOTORCARS, E-COMMERCE INDUSTRIES
The motorcar industry received 1,306 complaints in 2024, which is the same number as it did in 2023. Of the complaints, around 35 per cent were related to car sharing and leasing, an increase from 33 per cent in 2023.
Regarding the sector, Mr. Yong stated: “CASE has formed a working committee to address the issues relating to car sharing and we are making good progress in our discussions with the relevant stakeholders.
” In the meantime, consumers are advised to read carefully the terms and conditions when engaging in car-sharing services. Consumers can also look up reviews posted by other users online. “
For e-commerce, CASE received 4,641 complaints in 2024, a 25 per cent rise from 3,711 cases in 2023. This is the highest number since 2020 when e-commerce complaints are tracked.
Of those complaints, about 13 per cent were from the entertainment sector and 9 per cent were from F& B.
Mr. Yong pointed out that e-commerce complaints increased as well, and that they reached an all-time high in 2024.
He continued, adding that this was a sign of the growing trend toward e-commerce as a preferred method of shopping.
“CASE has worked with the two biggest e-commerce platforms in Singapore, Shopee and Lazada, to put in place an effective dispute resolution framework,” said Mr Yong.
Complaints involving these platforms have a “high resolution rate” of about 90 per cent, he added.
“CASE will continue working with other platforms to improve the protection of consumers when making online purchases. “