Consumer watchdog Case sets up committee to tackle ticket scalping, car-sharing disputes

The Consumers Association of Singapore (Case) has set up a working committee to tackle issues that are of concern to consumers, such as ticket scalping and disputes related to car-sharing, said Case president Melvin Yong on Nov 28.

“As Singapore strives to become a regional entertainment hub, and more people use car-sharing services, we can expect more consumer complaints in these areas,” noted Mr Yong, who added that the committee is working with relevant stakeholders.

It will announce new initiatives soon, he said.

Ticket scalping, car-sharing disputes and greenwashing by companies were identified as the top three areas where Case should do more, according to a survey commissioned by the consumer watchdog.

In the survey, conducted by an independent research consultancy from February to June 2024, almost half, or 49.9 per cent of the 1,510 respondents, identified ticket scalping as a significant concern.

About 38.6 per cent of the respondents were concerned about disputes relating to car-sharing services, while 32.3 per cent identified deceptive practices in sustainability, or greenwashing, as another significant issue.

Greenwashing is the practice of misleading consumers on sustainability, such as the use of misleading labels or advertising to create an image of environmental responsibility.

In an August update, Case said that complaints against the entertainment industry increased by five times in the first half of 2024, due to the increase in the number of concerts and events here.

The survey sought to evaluate the public’s awareness of consumer issues and perception of consumer rights in Singapore, as well as identify gaps and prioritise areas for improvement, said Case.

Further focus group discussions with 35 participants were conducted in September 2024, in which other customer concerns and issues such as unclear terms before making a purchase, hidden fees, and poor customer service were raised. These had led to distrust of businesses and service providers.

The survey results showed the public’s awareness and perception of consumer rights rose to 65.6 per cent in 2024, up from 62.6 per cent in 2023.

But while most respondents trusted Case to assist in resolving disputes, especially for complex or high-stakes issues, they were concerned about potential delays during disputes involving smaller amounts, where such delays “can lead to unnecessary frustration”.

The results showed an “encouraging trend of rising awareness of consumer rights”, it said, but there was still a lack of consumer confidence in sectors such as beauty and cars.

Mr Yong added it was heartening to see that more people are becoming aware about their rights as consumers, adding “this shows that Case is working well with businesses to make shopping safer and more reliable”.

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