Consumer Protection for Customers of Non-Accredited Renovation Companies

Mr Yip Hon Weng asked the Deputy Prime Minister and Minister for Trade and Industry (a) what dispute resolution framework is in place for consumers who encounter issues with non-CaseTrust-accredited renovation contractors; (b) whether the Ministry can provide more support for consumers to get redress from non-CaseTrust-accredited contractors for unfulfilled services; and (c) whether the Ministry has measures in place to assist consumers should the renovation company or contractor declare bankruptcy or disappear prior to the resolution of the dispute.

Consumers may approach the Consumers Association of Singapore (CASE) for assistance in seeking redress from errant renovation contractors. CASE can represent a consumer in negotiating a settlement with the contractor or mediating between the two parties. If negotiation or mediation fails, consumers may file a claim with the Courts, including the Small Claims Tribunals.

Consumers are encouraged to engage CaseTrust-accredited renovation contractors who have met the criteria for ethical business practices and safeguards for consumer protection. For example, these contractors adopt the CaseTrust Standard Renovation Contract, which ensures price transparency and accountability in renovation projects and offers prepayment protection to enable consumers to claim unused prepayments in the case of bankruptcy or disappearance of the contractors.

The Government will continue to work closely with CASE and the industry to improve business practices and promote consumer awareness of CaseTrust-accredited contractors.