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Dispute Resolution Mechanism
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The ConsumerTrust Global Reliability Programme has in place
a 3-Step Internal Dispute Resolution Mechanism for handling
disputes that arise between consumers and licensees, they
are: (i) Direct Negotiation, (ii) Recommendation for Settlement
and (iii) Mediation. The ConsumerTrust Dispute Resolution
Unit (DRU) is designated with the responsibility and authority
for complaints handling.
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fail to resolve the disputes satisfactorily, the ConsumerTrust
Secretariat would direct and advise the parties concerned to
access an independent Alternative Dispute Resolution (ADR) scheme
such as the Singapore Mediation Centre or the Small Claims Tribunal.
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Step 1: Direct Negotiation
Complaints would be directed in the first instance to the
licencee. The licencee would first try to reach an agreement
by communicating directly with the customer. The licencee would
investigate all grievances received from the customer, or made
on behalf of the customer promptly and diligently. If the grievance
is complex and the investigation into the grievance cannot be
completed within 3 working days of the receipt of the customer's
complaint, a written acknowledgement would be sent to the customer.
The acknowledgement would contain an indication of when a full
investigation can be completed. |
Step 2: Recommendation for Settlement
If the parties are unable to resolve the dispute through
Direct Negotiation within 7 working days, they may request
the assistance of the ConsumerTrust Dispute Resolution Unit
(DRU). The ConsumerTrust-DRU would facilitate positive, solution-oriented
discussion through email between the parties. In addition,
the ConsumerTrust-DRU would assist the parties to identify
issues to be resolved and provide guidance to reach an acceptable
and mutually agreeable solution. However, the ConsumerTrust-DRU
does not act as a judge, and would only offer a Recommendation
for Settlement based on the evidence provided.
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Step 3: Mediation
If the parties are unable to resolve the dispute through
the ConsumerTrust-DRU's Recommendation for Settlement, the
complaint would be forwarded to the ConsumerTrust Mediation
Panel. The panel consists of a broad range of individuals
from industry professionals and practitioners. There is a
non-refundable $50.00 mediation fee chargeable per party.
The ConsumerTrust Secretariat would assign a mediator once
the parties have filed for mediation assistance. The mediator
would attempt to mediate and resolve the dispute either through
email or face-to-face consultation at the ConsumerTrust Secretariat's
office on a pre-arranged date and time. An appeal for the
decision of the mediation proceedings can be made to the ConsumerTrust
Secretariat within 7 working days of the mediation.
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