20 December 2021
On 26 November 2021, the Consumers Association of Singapore (“CASE”) announced the launch of a Standard Dispute Management Framework for E-marketplaces (“Framework”) which will serve as a guide for e-marketplaces in Singapore to resolve consumer disputes quickly and equitably.
The Framework provides the following best practices for adoption by e-marketplaces:
- Verify the identity of merchants and establish mechanisms for consumers to assess merchant’s reliability (e.g. customer ratings).
- Ensure that information on dispute resolution is clear, easy-to understand and easily accessible. Communication tools for dispute management are to be accessible and operational at all times.
- Ensure that complaints are processed within seven days, conclude complaints within a reasonable timeframe, and ensure merchants provide consumers with regular status updates for complaints.
- Ensure merchants comply with their exchange and return policies and establish mechanisms to protect consumers’ payments.
- Document details of dispute correspondences and provide affordable dispute resolution avenues.
- Media release (please refer to Annex A for details of the Framework and Annex B for an infographic of the Framework)
- Speech by Minister Gan Kim Yong at the CASE50 Conference on Building Trust and Strengthening Consumer Protection in the Digital Age