Written reply to PQ on data on subscription cancellation complaints across sectors for past five years

Question:

Mr Low Wu Yang Andre: To ask the Deputy Prime Minister and Minister for Trade and Industry (a) in the last five years, whether the Government has any data on the number of complaints received by CASE, CCS and other public agencies regarding difficulties in cancelling recurring subscriptions or being subscribed to services without express consent; and (b) what are the top sectors contributing to these complaints.

Written Answer by Deputy Prime Minister and Minister for Trade and Industry Gan Kim Yong

1.           The Competition and Consumer Commission of Singapore (CCS) received between one and six complaints annually from 2021 to 2025, on difficulties in cancelling recurring subscriptions or being subscribed to services without express consent. The Consumers Association of Singapore (CASE) received 49 and 44 such complaints in 2024 and 2025 respectively. More than 90% of these complaints were either resolved with CASE acting on the consumer’s behalf to negotiate with the business or did not require follow-up after CASE rendered advice to the consumers. The top three sectors contributing to these complaints are (i) telecommunications services, (ii) gym and fitness memberships, and (iii) food delivery platform subscription.