Speech by Minister S Iswaran at the Consumers Association of Singapore (CASE) 45th Anniversary Gala Dinner

Mr Lim Biow Chuan, President of CASE

Former CASE Presidents who are present with us this evening

Mr Yeo Guat Kwang

Dr Teo Ho Pin

Mr Koo Tsai Kee, and

Mr Thomas Thomas

Members of CASE Central Committee

Distinguished guests

Ladies and gentlemen

Introduction

1       Good evening.  Let me start by congratulating CASE on the occasion of its 45th Anniversary.  Tonight’s event is a celebration not just of this important milestone in the development of our robust consumer protection framework, but also of CASE’s key role in championing consumer protection in Singapore.

Enhancing consumer experience and enabling a competitive retail landscape

2       The retail industry in Singapore is large and highly variegated.  It comprises more than 16,000 firms, from micro-enterprises and SMEs to international fashion houses and large departmental stores, offering consumers access to a wide range of goods and services.  It contributes to 1.4% of our GDP, and employs 117,800 workers.  It enhances the attractiveness of Singapore, to locals and visitors alike, as a place to live, work and play.  Given its impact on our economy and reputation, it is essential that our retail industry engages in sound business practices.

3       This must be complemented by an effective and responsive consumer protection framework. Our consumer protection framework aims to promote fair trading with a spectrum of measures including broad-based consumer education, negotiation and mediation which help resolve a significant majority of disputes, and ultimately stringent enforcement against the few egregious players to maintain a high level of trust in our retail sector.

The role of CASE

4       Since its inception in 1971, CASE has played an important role within this consumer protection framework in Singapore.  CASE serves as the consumers’ first point of contact for resolving issues.  CASE’s resolution rate of more than 75% of consumer disputes from 2013 to 2015 is most commendable.  CASE has achieved this by building up its credibility and capability as a valuable and trustworthy partner to consumers and the vast majority of retailers who engage in fair trading practices.  CASE’s perseverance and sustained efforts have helped to strengthen Singapore’s reputation as a vibrant retail destination, where consumers can shop with confidence.

CaseTrust accreditation schemes

5       A key component of CASE’s role is the CaseTrust accreditation scheme; it is a quality mark which signals to consumers that accredited industry players engage in fair trading.  Since the CaseTrust was established in 1999, it has launched 12 CaseTrust accreditation schemes, and the number of CaseTrust accredited businesses has increased.  Today, more than 800 businesses are CaseTrust accredited and I encourage all our businesses to seriously consider participation. I also urge CaseTrust accredited businesses to go beyond the minimum service standards required for accreditation, and offer consumers a superior shopping experience and peace-of-mind, especially if prepayments are collected.

6       Trade associations also play a key role in this effort.  TACs such as the Spa and Wellness Association Singapore (SWAS) have collaborated with CaseTrust to develop and promote accreditation schemes for their members.  They can do more by regularly reviewing and refining the standards with CaseTrust, drive participation in the scheme, and ensure that accredited members keep up the good service standards and practices that consumers have come to expect of them.

Government collaborates with CASE to review the consumer protection framework on ongoing basis to ensure it remains relevant

7       More broadly, our consumer protection framework must stay abreast of industry trends in order to stay relevant.  This is even more important in the current environment, with product innovation and new business models posing new challenges for consumer protection.    For this reason, MTI undertakes periodic reviews of the CPFTA to augment its scope and update its provisions.  For instance, amendments were made to the CPFTA in 2009 and 2012 to include enhancements in the Cancellations of Contract and introduce consumer rights in respect of non-conforming goods, or the so-called Lemon law.  CASE played an important advocacy role in these reviews by identifying potential issues, and sharing its experience and expertise.  For example, CASE co-led the review taskforce that developed recommendations leading to the Lemon law.  More recently, MTI has reviewed the CPFTA to enhance civil measures to allow firmer actions to be taken against errant retailers.  MTI worked closely with CASE on the proposed amendments arising from this review.  The Consumer Protection (Fair Trading) (Amendment) Bill 2016 that was presented to Parliament last month benefited significantly from the feedback from CASE.

8       The advent of technology-enabled innovative business models such as e-commerce brings new challenges for consumer protection.  As part of government’s effort to steer development in the local e-commerce space, SPRING Singapore, as the agency responsible for standards, has formed an Expert Group to study and recommend standards for the e-commerce sector.  CASE, as the champion for consumer protection, is a key member of this Expert Group, to ensure that the recommendations address the needs and concerns of consumers.  

Consumer education

9       A key aspect of consumer protection is to equip consumers with knowledge of their rights, and ensuring access to information that enables informed purchasing decisions.  In this regard, I am happy to note that CASE has been making steady progress in consumer education and outreach.  CASE launched the “Knowledge is Protection” Education Campaign in 2010 to increase consumer awareness of their rights.  Each year, besides broad-based outreach, CASE implements specific programmes for target groups such as the elderly, homemakers and students which have specific consumer concerns.  The results of CASE’s efforts speak for themselves.  More than 90% of consumers surveyed by CASE in the last three years have indicated that they were aware of their rights.  I am also heartened that CASE is increasing its pool of partners to enhance outreach.  From this month, CASE will partner the Community Development Councils, or CDCs, to extend its consumer education outreach for the next three years into the heartlands and to the Mandarin-speaking community.

Conclusion

10     I am pleased to note that eight companies will be receiving the ‘Friends of CASE’ award today.  These companies have been strong supporters of CASE’s consumer protection efforts and actively participate in CASE’s consumer outreach and education programmes.  They are excellent role models worthy of emulation by the rest of the industry.

11     On this note, I would like to extend my heartiest congratulations to CASE, its past and present Central Committees and Presidents, and all volunteers and staff for your outstanding contributions towards consumer protection in Singapore over the past four and a half decades.

12     I wish everyone a pleasant evening.  Thank you.