STB partners Case to handle tourist complaints

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Mar 16, 2011

EFFORTS to help tourists cheated by errant retailers will soon carry more bite.

Watchdog Consumers Association of Singapore (Case) has been roped in by the Singapore Tourism Board (STB) in this fight. From July 1, tourists can file complaints with either STB or Case.

Currently, tourist-related complaints are handled by the STB while Case deals with those from local consumers.

STB received a total of 5,726 complaints from tourists from 2007 to last year. Of these, 37 per cent were related to electronics goods bought. The others were service-related.

Under the tie-up, the two will share a common database to give them a better overview of the complaints filed by both tourists and Singaporeans. Case's president Yeo Guat Kwang said they would be able to identify a recalcitrant trader earlier and take action.

Both Case and STB can help aggrieved customers negotiate for refunds.

They can also invite errant businesses to sign a Voluntary Compliance Agreement (VCA) or take a court injunction to stop the unfair practice.

Ms Neeta Lachmandas, STB's executive director for Capability and Innovation, and Visitor Information and Feedback Divisions, notes that Case is in a better position to do the work since it is a dedicated consumer group with the professional expertise and legal resources.

Last year saw a record 11.6 million tourists visiting Singapore, a 20 per cent increase over 2009. Tourist spending rose 49 per cent to $18.8 million.

While the number of complaints received was small compared to overall tourist numbers, Mr Yeo said the collaboration will strengthen visitor confidence while shopping in Singapore.

Case will also be able to put out consumer alerts on its website to inform the public about unfair practices, he added.

JAMIE EE WEN WEI

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Latest comments CASE is hardly doing a good job with local consumers. The inclusion of tourists, treated as a priority group in Singapore, into their scope of concern will invariably lead to a dilution of focus on local consumers. Posted by: augustus_cesar at Wed Mar 16 07:47:36 SGT 2011 So what is the real solution? How to do that ? What is being done? Who will benefit? How to ensure tourists do not cheat local retailers? How fair is the process of such efforts to the tourists and to the retailers? What about people buying cars that are defective? Can they ask for refunds and get a replacement? All these are not answered and you call Singapore an affluent society? Posted by: kennyticks2010 at Wed Mar 16 07:27:42 SGT 2011 Source: ST Online, Mar 16 2011