FREQUENTLY ASKED QUESTIONS

 

General

WHAT IS CASETRUST?

 

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.

 

DOES CASETRUST HAVE A BLACKLIST OF BUSINESSES?

 

CaseTrust does not maintain a blacklisted list of businesses.

 

HOW CAN CASETRUST ASSIST IN RESOLVING MY DISPUTE WITH ITS ACCREDITED BUSINESSES?

 

For assistance on disputes pertaining CaseTrust accredited businesses, consumers may refer to this link for more information on how to lodge a complaint with CASE - http://www.case.org.sg/complaint.aspx. If you just wish to put on record & do not require CaseTrust to follow-up on your dispute, you may write-in as a feedback to casetrust@case.org.sg.

CaseTrust will take such feedback into consideration during the accredited business' next assessment.

 

HOW CAN I IDENTIFY WHETHER A BUSINESS IS CASETRUST ACCREDITED?

 

Simply look out for the CaseTrust decal at the store. Alternatively, you can also visit our website at http://app.case.org.sg/casetrust.plx?rm=results.

 

WHAT MEASURES HAVE BEEN PUT IN PLACE TO SAFE GUARD ME, AS A CONSUMER?

 

During CaseTrust assessment, the business’ policies and communication material have been thoroughly checked and unfair trading practices are removed. Accredited businesses are also required to put in place a dispute resolution mechanism. Consumers may also wish to resolve their disputes through mediation at CASE.

 

WHAT IS THE SCOPE OF CASETRUST'S ACCREDITATION SCHEME?

 

CaseTrust’s Accreditation scheme includes the assessment of good business practices such as transparent business policies, feedback management, dispute resolution etc. The scheme consists of criteria which cover Policies, Communication, Personnel and Practices & Systems.

 

DOES CASETRUST ACCREDITED B2B BUSINESSES?

 

CaseTrust assessment criteria focuses on B2C businesses. If your business only has B2B transactions, it will not be suitable to be accredited. However, if your business has both B2B and B2C transactions, then the accreditation is only awarded to the B2C area of your business.

 

 
 
 
 

CASETRUST AND BUSINESSES

WHAT BENEFITS DOES A CASETRUST ACCREDITED BUSINESS HAVE?

 
 

Greater Exposure through CaseTrust’s publicity efforts for its accredited businesses.

 
 

Coverage through advertising and publicity campaigns by CASE

 
 
 

Joint Advertising campaigns

 
 
 

CASE quarterly magazine “The Consumer” with circulation of over 4,000 readers

 
 
 

Ride unto CASE related articles on newspapers and television programmes

 
 
 

Free listing on CaseTrust website

 
 
 

Gain immediate recognition by consumers as a business they can trust.

 
 

Prepares merchants for the Consumer Protection (Fair Trading) Act, thereby having a Competitive Edge over non-accredited businesses.

 
 

Educational Seminars organised by CASE.

 
 

Availability of CASE mediation facilities to resolve disputes at no cost.

 
 

Join well-known businesses who have attained the CaseTrust accreditation like Brother International Singapore Pte Ltd, Courts (Singapore) Pte Ltd and NTUC Fairprice Co-operative Ltd.

 

 

MY BUSINESS IS INTERESTED TO APPLY FOR CASETRUST. WHAT IS THE PROCEDURE?

 

faq1 You can download a set of the Information Kit here. The Application Form can be found in the information kit. Please fill in the Application Form and submit a cheque for application fee made 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 our assessor(s) for assessment (i.e. audit).

The fee structure can be found in the respective Information Kit.

HOW MUCH IS THE FEE?

 

You may refer to the information kit that you can download here for more details of the fees. The full assessment fee depends on the size of the business.

WE ARE TOTALLY INEXPERIENCED IN THIS. IS THERE ANYONE THAT CAN HELP US?

 

We have a panel of Consultancy firms which are able to help you in preparing your documents. You can download the list here from our website. Please note that engaging a Consultancy firm is totally voluntarily.

WHO CONDUCTS THE ASSESSMENT? ARE THEY FAIR?

 

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.

SHOULD MY BUSINESS BE UNSUCCESSFUL IN OUR FIRST ATTEMPT TO APPLY FOR CASETRUST ACCREDITATION, WHEN CAN WE RE-APPLY AGAIN?

 

It's dependent on business' readiness to close the gaps highlighted during earlier assessment.

MY BUSINESS IS SUCCESSFULLY ACCREDITED BY CASETRUST! CAN WE USE THE LOGO ON ALL OUR BRANCHES AND SUBSIDIARIES?

 

faq2 With exception to the businesses accredited under CaseTrust Spa & Wellness scheme, as long as the branches are not registered with ACRA (f.k.a Registry of Companies & Businesses) under a different business name, they will enjoy the CaseTrust status.

However, the CaseTrust status is not transferable to other businesses 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.

BEING A CASETRUST ACCREDITED BUSINESS, HOW WILL CASETRUST ASSIST ME IF I HAVE A COMPLAINT BY CONSUMER?

 

faq3 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.

WHY IS MY BUSINESS NAME NOT REFLECTED IN THE WEBSITE EVEN AFTER WE OBTAINED CASETRUST ACCREDITATION?

 

Upon receiving our License Agreement, you need to sign two copies and return it to our office together with the annual management fee. Once duly executed, we will return one copy to your office for record and list your business on our website.

WHAT ARE THE STEPS REQUIRED FOR RENEWAL OF CASETRUST ACCREDITATION?

 

Since the certificate has an expiry date, your business accreditation end with that date. Thus, the renewal process will be very similar as a new application.

However, now that you already have all CaseTrust criteria in place, it will be much easier to go through the assessment.

 

 
 
 
 

CASETRUST ACCREDITATION FOR EMPLOYMENT AGENCIES (FOREIGN DOMESTIC WORKERS)

PLEASE EXPLAIN THE PURPOSE OF THE STANDARD SERVICE CONTRACT AND THE STANDARD EMPLOYMENT CONTRACT?

 

faq4 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.

 

 
 
 
 

CASETRUST ACCREDITATION FOR SPA AND WELLNESS BUSINESS

OTHER THAN MASSAGE ESTABLISHMENT (ME), WHAT OTHER BUSINESSES ARE CATEGORIZED UNDER THIS SCHEME?

 

Any business providing services such as beauty, slimming, fitness, spa, wellness, hair, nail, TCM and associated holistic care & service will be categorized under this scheme.

HOW DOES MY BUSINESS APPLY FOR A CATEGORY (CAT) I MASSAGE ESTABLISHMENT (ME) LICENCE?

 

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. You can apply for a ME licence via the electronic service provided at LicenceOne.

ONCE MY BUSINESS ATTAINED THE CASETRUST ACCREDITATION FOR SPA AND WELLNESS BUSINESSES, HOW DO I UPGRADE TO A CAT I ME LICENCE?

 

All Cat II and Provisional Cat I MEs which have attained CaseTrust accreditation for Spa and Wellness Businesses are to apply for an upgrade to Cat I ME License via LicenceOne, if applicable.

DOES MY BUSINESS FIRST SUBMIT APPLICATION FOR PROVISIONAL CAT I ME LICENCE OR CASETRUST?

 

You should apply for Provisional Cat I ME licence first, and immediately submit application for CaseTrust on the same day with all necessary items. This will ensure that the letter of acceptance can be issue to your business as soon as possible, thus also the issuance of provisional Cat I ME licence.

HOW SOON CAN CASETRUST ACCREDIT A ME?

 

First, the business needs to send in an application. Upon receiving the letter of acceptance from CaseTrust, the business is required to prepare the assessment document to be submitted.

From the date CaseTrust received a complete set of required assessment documents and assessment fee payment, the accreditation process takes around 3-4 months to complete, depending on the status of its business operations and whether further corrective action is necessary.

HOW LONG WILL THE CASETRUST ACCREDITATION BE VALID

 

faq6 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.

WHAT IS THE COST OF OBTAINING CASETRUST ACCREDITATION?

 

The cost of obtaining CaseTrust accreditation is as follows. All prices include GST:

(All fee include GST)

 

 
 

APPLICATION FEE : $535

 
  

ASSESSMENT FEE : 1st outlet: $856
                               Subsequent Outlets: $642 (outlet under same legal entity)

 
 

ANNUAL MANAGEMENT FEE : 1st outlet: $535
                                                 Subsequent Outlets: $267.50 (outlet under same legal entity)

(Mystery shopping will be conducted)

 

 

WHEN MY BUSINESS RENEW OUR CAT I ME LICENCE, MUST CASETRUST ACCREDITATION BE VALID FOR THE ENTIRE PERIOD OF THE RENEWED CAT I ME LICENCE VALIDITY?

 

faq7 At the point of Category I 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 renewal for CaseTrust accreditation and to submit the renewed accreditation certificate to PLRD covering the remaining period of licence once obtained.

HOW CAN I OBTAIN MORE INFORMATION ON MASSAGE ESTABLISHMENT LICENSING ISSUES?

 

More information is available on the  LicenceOne website and Police Licensing & Regulatory Department website. You can also contact the Police Licensing and Regulatory Department during office hours at Tel: 6835 0000 or email them.

MY BUSINESS ALSO OFFERED SERVICES NOT UNDER THE MASSAGE ESTABLISHMENT ACT, ARE THOSE SERVICES REQUIRED TO BE ASSESSED?

 

All services offered under the same legal entity within the same outlet location are to be assessed, and need to comply with Spa & Wellness scheme criteria.

 

 
 
 
 

CASETRUST ACCREDITATION FOR WEBFRONT BUSINESS (E-COMMERCE)

DO I APPLY FOR WEBFRONT SCHEME AS LONG AS MY BUSINESS HAS A WEBSITE?

 

The webfront scheme is specifically designed for businesses which has E-commerce activities, which allow its customers to make purchases on the website; many of the criteria focus on online security of personal data and transaction. If your business website does not allow purchase of products or services through the website, then this scheme may not be suitable.

CAN I PLACE CASETRUST LOGO ON MY BUSINESS WEBSITE EVEN THOUGH MY BUSINESS IS NOT ACCREDITED UNDER THE WEBFRONT SCHEME?

 

As long as you are accredited with CaseTrust in any of our schemes, you are permitted to display our logo on your website. The logo signifies transparency, fairness and honesty in your business dealings with consumers. However, the TrustSg seal signifying secure and sound e-commerce practices will only be awarded under the webfront scheme.

 

 
 
 
 

CASETRUST-SVTA JOINT ACCREDITATION FOR MOTORING BUSINESS

WHAT IF MY BUSINESS IS NOT A SVTA MEMBER?

 

Motoring business can only be accredited by CaseTrust if they are members of the Singapore Vehicle Traders Association (SVTA).

 

 
 
 
 

CASETRUST-NATAS JOINT ACCREDITATION FOR TRAVEL AGENCIES

WHAT IF MY BUSINESS IS NOT A NATAS MEMBER?

 

You are welcome to apply for CaseTrust as a storefront business.