Frequently Asked Questions

 Frequently Asked Questions about CaseTrust

CaseTrust and Businesses
CaseTrust for Employment Agencies (Foreign Domestic Workers)
CaseTrust for Spa and Wellness Business


1. What is CaseTrust?
Answer: CaseTrust is an award given to businesses in Singapore that are committed towards maintaining a high-level of good business and customer practice. Since April 1999, CaseTrust has become the industry standard for quality business and customer practices in different commercial industries, ranging from employment agencies to retailers. Today, more than 600 shops and online stores don the CaseTrust logo at their premises, and CaseTrust has inadvertently become a mark of assurance for all consumers – The Key to Consumer Confidence.

2. Do you have a blacklist of companies?
Answer: CaseTrust does not maintain a blacklisted list of companies. However, we may have to act on the directives from the relevant authority for the awarding of accreditation.

3. I want to complaint against a CaseTrusted company.
Answer: For assistance on disputes pertaining CaseTrust accredited companies, consumer may come to CASE to lodge a complaint or submit online and sign up as CASE member. If consumer just wish to put on record & doesn't require CASE to follow-up on their case, they may write-in feedback to CaseTrust will take such feedback into consideration during the accredited company's next assessment.

4. How can I identify whether a company is CaseTrusted?
Answer: Simply look out for the CaseTrust decal at the glass door of the company. Alternatively, you can also visit our website at

5. What measures have been put in place to safe guard me, as a consumer?
Answer: During CaseTrust assessment, all the company’s documentation has been thoroughly checked and unfair trading practices are removed. They are also required to put in place a dispute resolution mechanism to commit to resolving the dispute.

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CaseTrust and Businesses

6. What benefits will I gain if I am CaseTrusted?
Answer: The benefits are:
· Greater exposure as CaseTrust accredited businesses are publicised in the CASE website and featured in our annual reports/consumer magazines from time to time.
· Gain immediate recognition by consumers as a business they can trust.
· Ride onto free publicity programmes by CASE and other relevant Singapore government agencies.
· Educational programmes such as seminars on the Consumer Protection (Fair Trading) Act.
· Availability of mediation facilities at CASE Mediation Centre to resolve disputes at no cost.
· Join well-known companies like Brother International, Cold Storage and Osim International who are accredited by CaseTrust. 

7. I am a new Employment Agency. Will I be able to attain CaseTrust?
Answer: Obtaining CaseTrust accreditation is not as difficult as some may think it is. The most important is to have a well-planned and well-documented business system. In fact, by going through the CaseTrust accreditation, your company is given a structure to follow and to have systems in place to instill consumer confidence.  This is actually a fundamental business concept.

8. OK, my company is interested to apply for CaseTrust. What is the procedure to apply?
Answer: You can download a set of the Information Kit from our website at The Application Form can be found in the infokit. Please fill in the Application Form and submit a cheque of $214 (include GST), payable to CASE. The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to assessor for assessment (i.e. audit). The fee structure can be found in the Information Kit too. 

9. How much is the fee?
Answer: You may refer to the information kit that you can download on our website for more details of the fees. The full assessment fee depends on the size of the company.

10. Whoa, so much documentation is required... We are totally inexperienced in this. Is there anyone that can help us?
Answer: We have a panel of Consultancy firms which are able to help you in preparing your document. You can download the list from our website. Please note that engaging Consultancy firms are totally voluntarily.

11. Who can we approach if we have further queries?
Answer: Our friendly CaseTrust Executives will be able to assist you. The department's contact details are listed here.

12. Who conducts the assessment? Are they fair?
Answer: CASE maintains a pool of professional and independent assessors to conduct assessments under the CaseTrust scheme. This will ensure that assessments and audits are neutral and not prejudiced.  

13. Should a company be unsuccessful in their 1st attempt to apply for CaseTrust, when can they reapply again?
Answer: It's dependent on Company's readiness to close the gaps highlighted during earlier assessment. 

14. We are successfully accredited by CaseTrust! Can we use the logo on all our branches and subsidiaries?
Answer: As long as the branches are not registered with ACRA (f.k.a Registry of Companies & Businesses) under a different company name, they will enjoy the CaseTrust status. However, the CaseTrust status is not transferable to other trading schools/companies owned by the same holding company within the group. If you own other registered businesses that would like to enjoy the CaseTrust benefits, kindly submit another CaseTrust application as a separate entity.

15. I am a CaseTrust accredited company. How will CaseTrust assist me if I have a complaint by consumer?
Answer: If you have exhausted all avenues on your side to resolve the problem, you can refer the consumer to CASE. CASE has a Mediation Centre which has a pool of mediation volunteers who will assist in achieving a win-win situation for both parties. CASE Mediation Centre has a 70-80% success rate which shows how effective it is as a dispute resolution mechanism.

16. Why is it that our school/company has obtained the accreditation but our school/employment agency name is not reflected in the website?
Answer: Upon receiving our License Agreement, you need to sign two copies and return it to our office. Once duly executed, we will return one copy to your office for record and list your school/company on our website.

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CaseTrust for Employment Agencies (Foreign Domestic Workers)

17. Please explain the purpose of the Standard Service Contract and the Standard Employment Contract?
Answer: The Standard Employment Contract is the contract signed between the employer and the foreign domestic worker. This is to clearly define the scope of work, salary and benefits such as day-off. The Standard Service Contract is between the employer and the Employment Agencies. This contract covers the cost and other requirements.Both contracts can be used to specify the duties and obligations of the employer, the employment agencies and the foreign domestic worker in the event there are disputes.

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CaseTrust for Spa and Wellness Businesses

18. How do I apply for a Category (Cat) I massage establishment (ME) licence?
Answer: You can apply for a Cat II ME licence via the electronic service provided at OBLS.
With effect from 1 June 2009, to be eligible for a Category I ME licence, you are required to obtain CaseTrust accreditation as well as to meet the revised licensing criteria.

19. Once I had attained the CaseTrust accreditation for Spa and Wellness Businesses, How do I upgrade my Cat I ME License?
Answer: All Cat II and Provisional Cat I MEs which have attained CaseTrust accreditation for Spa and Wellness Businesses to apply for an upgrade to Cat I ME License via OBLS, if applicable.

20. What are the new Cat I and Cat II ME licensing criteria?
Answer: Please refer to the Annexes A and B of the Advisory on the Revised Licensing Framework for Massage Establishments at OBLS for the revised set of licensing criteria for Cat I and Cat II MEs respectively.
Please importantly note that for new CAT I applicants, applicants must meet the 80% quota of trained masseuses and/ or therapists with professional qualifications approved by Police Licensing Division (Refer to Annex A). If applicants are not able to meet this requirement, they might be granted a Provisional Cat I ME License and will be given 6 months to meet the requirement and also to attain CaseTrust for Spa and Wellness Businesses Accreditation.
Only masseuses/therapists that have been approved by Police Licensing Division will be taken into consideration for the percentage quota of trained masseuses/therapists.

21. What are the differences between a Cat I and Cat II ME licences?
Answer: Unlike Cat II MEs, Cat I MEs could be granted more liberal business conditions such as:
(a) Unrestricted operating hours;
(b) Serving of alcohol;
(c) Admission of customers regardless of their age;
(d) Operating within HDB neighbourhood centres; and
(e) Employment of foreign masseuses/ therapists.

22. What are the rules and regulations that a Cat I ME has to comply with?
Answer: A Cat I ME has to comply with the Massage Establishment Rules as well as the licensing conditions imposed by the Licensing Officer. The rules and the licensing conditions can be found at OBLS. Additional licensing conditions may also be imposed by the Licensing Officer.

23. What is the name of the CaseTrust’s accreditation scheme?
Answer: The accreditation will be known as “Accreditation for Spa and Wellness Businesses”.

24. What is the scope of CaseTrust’s accreditation scheme?
Answer: CaseTrust’s Accreditation scheme includes the assessment of good business practices such as transparent company policies, feedback management, dispute resolution etc. The scheme consists of criteria which cover Policies, Communication, Personnel and Practices & Systems.

25. When can I submit my application to CaseTrust to accredit my ME?
Answer: CaseTrust will be ready to accept application for accreditation from May 2009.

26. How soon can CaseTrust accredit a ME?
Answer: From the date CaseTrust received a complete set of required assessment documents and assessment fee payment, the accreditation process takes around 3 months to complete, depending on the status of its business operations and whether further corrective action is necessary.

27. How long will the CaseTrust accreditation be valid?
Answer: Once CaseTrust accredits a ME, the accreditation is valid for a period of 2 years subject to a clean record, i.e. no complaints or no detected errant behaviour. CaseTrust reserves the right to relinquish the accreditation certification should there be substantiated complaints or errant behaviour. Should the accreditation of a Cat I ME be revoked by CaseTrust, Police Licensing Division will proceed to downgrade the Cat I ME licence to a Cat II ME licence or to revoke the Cat I ME licence accordingly.

28. What is the cost of obtaining CaseTrust accreditation?
Answer: The cost of obtaining CaseTrust accreditation is as follows. All prices include GST:

Entrance Fee





Assessment Fee



i) 1st outlet: $856

* Assessments will be conducted at least once in every 2 years


ii) Subsequent Outlets: $642 / outlet under same trade name and legal entity

* Mystery shopping will be conducted at least once every year per outlet under same trade name and legal entity


Annual Membership Fee



1st outlet: $385.20


Subsequent Outlets: $192.60 / outlet under same trade name and legal entity



29. When I renew my Cat 1 ME licence, must the CaseTrust accreditation be valid for the entire period of the renewed Cat 1 ME licence validity?
Answer: At the point of Category 1 ME licence renewal, you are required to show proof that your CaseTrust accreditation is valid and is able to cover the period of renewed licence. However, if the remaining accreditation period covers only part of the period of renewed licence, you must show proof (at the point of renewal) that you have taken steps to apply for re-certification by CaseTrust and to submit the renewed accreditation certificate covering the remaining period of licence once obtained without delay.

30. How does my employee who is working as a masseuse/therapist attain a WSQ Qualification for the spa sector under the Tourism WSQ Framework?
Answer: WDA had appointed the Singapore Spa Institute (SSI) to design and deliver the training programmes under the Tourism WSQ for the Spa sector. You may contact SSI at:

Tel: 6235 4341

31. What are the programmes available at SSI which are recognized by the Police Licensing Division and is there government funding available?
SSI offers a wide range of WSQ programmes to cater to both new and experienced therapists employed by MEs. These courses by SSI are also supported with enhanced funding under the recently announced Skills Programme for Upgrading & Resilience (SPUR) initiative by the government.

Course Titles

·        WSQ Certificate in Spa Services (Spa )
WSQ Certificate in Spa Services (Beauty)
WSQ Certificate in Spa Services (Body Therapy)

Course Objectives

The certificate programmes aim to equip trainees with the necessary competencies to build a career in the spa sector. Through extensive hands-on training in each individual type of spa service, trainees can look forward to acquiring competencies in areas such as facial treatment and body massage.

Admission Criteria

GCE “N” or “O” Levels or
ESS Workplace Literacy and Numeracy Level 4


For new entrants
(1) WSQ Certificate in Spa Services (Spa) - 235 hours
(2) WSQ Certificate in Spa Services (Beauty) - 210 hours
(3) WSQ Certificate in Spa Services (Body) - 201 hours

For experienced industry practitioners
(1) WSQ Certificate in Spa Services (Spa) – 90 hours
(2) WSQ Certificate in Spa Services (Beauty) - 90 hours
(3) WSQ Certificate in Spa Services (Body) – 90 hours

Course Fee

(Inclusive of GST)


Fee payable
by eligible Singaporeans and PRs (Inclusive of GST)



Course Fee

Nett Course Fee after SPUR Funding

WSQ Certificate in Spa Services (Spa/Body/Beauty) for New Entrant

$5885 for each certificate course

S$588.50 for each certificate course

WSQ Certificate in Spa Services (Spa/Body/Beauty) for experience industry practitioners

S$2,782 for each certificate course

S$278.20 for each certificate course

Absentee Payroll

Employers who sponsor Singaporean/PR trainees may claim as follows:

40 years & above with “A” levels & below:
- 90% of hourly basic salary, capped at $6.80 per trainee hour

- 80% of hourly basic salary, capped at $6.80 per trainee hour

32. Is the current list of certification for masseuses/therapists still recognized by Police Licensing Division for meeting the requirement of certified masseuses/therapists from 1 June 2009 onwards?
Answer: Yes, the current list of certifications together with WDA’s Singapore Workforce Skills Qualifications (WSQ) for the spa industry will continue to be recognized by the Police Licensing Division.

33. How can I obtain more information on Massage Establishment licensing issues?
Answer: More information is available on the Online Business Licensing Service (OBLS) website. You can also contact the Police Licensing and Regulatory Department during office hours at Tel: 6835 0000 or email them.

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Copyright 2007 by Consumers Association of Singapore