<p>If your renovation has taken a wrong turn (e.g. months of unexplained delays, workmanship that doesn’t get fixed, or extra charges you never agreed to) you might be wondering if CASE can help.</p><figure class="image"><img style="aspect-ratio:1824/1368;" src="https://d213h1b7vxzzl3.cloudfront.net/editor/2a909c66-37bd-4bc1-b447-ead54f0fcae1-blob" width="1824" height="1368"></figure><p>CASE (Consumers Association of Singapore) offers mediation to resolve disputes between consumers and businesses, including renovation companies. It’s not about taking sides, but about helping both parties reach a fair outcome without heading to court.</p><p>And here’s the encouraging bit: CASE’s mediation resolution rate sits at 70–80%, so there’s a good chance you’ll walk away with an agreement.&nbsp;</p><p>&nbsp;</p><h3><strong>Before you file, do some quick checks first&nbsp;</strong></h3><figure class="image"><img style="aspect-ratio:1824/1216;" src="https://d213h1b7vxzzl3.cloudfront.net/editor/d59ec775-c790-4bec-8236-a99bb1168b23-blob" width="1824" height="1216"></figure><p>Before jumping straight to a formal complaint, you'll want to do a few things first:&nbsp;</p><ul><li>Revisit your contract: Make sure what you’re requesting is clearly spelled out in your renovation contract. If it is, you’re well within your rights to ask for it.&nbsp;</li><li>Send a written notice : Outline your concerns to your interior designer or contractor clearly, state what you want (e.g. repair, refund, completion date, etc.), and give a deadline for their response.</li><li>Get your evidence in order: Contracts, receipts, payment records, WhatsApp chats, photos. &nbsp;Gather these now. This also makes the CASE process faster and stronger later on if no resolution is reached.</li></ul><p>If there’s still no resolution, you’re ready for the next step.</p><p>&nbsp;</p><h3><strong>Step 1: Filing your complaint&nbsp;</strong></h3><p>Start by filling out CASE’s <a href="https://crdcomplaints.azurewebsites.net/">online complaint form</a>. You’ll need to attach evidence such as:</p><ul><li>Your signed contract</li><li>Invoices, receipts or credit card charge slips</li><li>WhatsApp or email exchanges</li><li>Photos or videos of the issue</li></ul><p>Once CASE reviews your submission, an officer will reply within five working days to advise on your next steps.</p><p>&nbsp;</p><h3><strong>Step 2: Becoming a CASE member&nbsp;</strong></h3><p>If you would like CASE to negotiate on your behalf, you’ll need to become a member and pay an admin fee. Options include:</p><ul><li>Ordinary Membership (1 year) – $27.25</li><li>Family Membership (1 year) – $32.70 (covers spouse + 2 children above 18; one adult must be an Ordinary Member)</li><li>Life Membership – $436 (complimentary for members/staff of certain unions or organisations)</li></ul><p>&nbsp;</p><h3><strong>Step 3: Paying additional admin charges</strong></h3><p>If a case is taken up by a CASE Officer, an administration fee is charged according to the claims. This fee depends on your claim amount:&nbsp;</p><figure class="table"><table><tbody><tr><td><strong>Claim Amount</strong></td><td><strong>Admin Fee (GST incl.)</strong></td></tr><tr><td>Below $5,000</td><td>$10.90</td></tr><tr><td>$5,000–$10,000</td><td>$21.80</td></tr><tr><td>$10,001–$20,000</td><td>$54.50</td></tr><tr><td>Above $20,000</td><td>$54.50 for every $10,000 or part thereof</td></tr></tbody></table></figure><h3><br><strong>Step 4: Mediation at the CASE Mediation Centre</strong></h3><figure class="image"><img style="aspect-ratio:1824/1216;" src="https://d213h1b7vxzzl3.cloudfront.net/editor/765eac03-2487-4608-953e-97a87ab4ea19-blob" width="1824" height="1216"></figure><p>Once both parties agree to mediation, CASE will schedule a session. Here’s typically what happens during the session:</p><ul><li>Neutral mediators: Two trained volunteers from different backgrounds facilitate discussion. They don’t take sides.</li><li>Confidential setting: Everything said stays in the room.</li><li>Informal atmosphere: Held at CASE’s office, not a courtroom, so it’s less intimidating.</li><li>Time-limited: Sessions last up to 3 hours.</li><li>Cost-effective: Much cheaper (and less stressful) than litigation.</li></ul><p>If an agreement is reached, you’ll both sign a legally binding settlement enforceable in court.</p><p>&nbsp;</p><h3><strong>What if mediation fails?&nbsp;</strong></h3><p>If no agreement is reached, the officer-in-charge will re-assess your case and either continue correspondence or suggest other options.</p><p>You may also be able to:</p><ul><li>File a claim with the Small Claims Tribunals. For disputes up to $20,000 (or $30,000 if both parties agree).</li><li>Pursue a civil claim for amounts above those limits.</li></ul><p>&nbsp;</p><h3><strong>Why CaseTrust matters &nbsp;</strong></h3><figure class="image"><img style="aspect-ratio:1824/1429;" src="https://d213h1b7vxzzl3.cloudfront.net/editor/8513301f-3adc-4e53-a4c1-5417ec9843f5-blob" width="1824" height="1429"></figure><p>In 2024, CASE received 962 renovation-related complaints. The sector has been in the top five for consumer complaints for years. But here’s the kicker: 97% were against non-CaseTrust-accredited contractors.</p><p>For the small number involving accredited companies? All were resolved. That’s because accredited firms:</p><ul><li>Protect your deposit: If the company closes or winds up, you don’t lose your deposit.</li><li>Use clear, standardised contracts: With detailed work scopes and payment schedules, so there’s less room for dispute.</li><li>Commit to CASE mediation: Making the resolution process faster and more cooperative.</li></ul><p>While accreditation can’t guarantee a perfect reno, it greatly improves your odds of a fair resolution and sometimes prevents disputes from escalating in the first place.</p><p>&nbsp;</p><h3><strong>Prevention is better than cure&nbsp;</strong></h3><p>While CASE mediation provides a safety net, the easiest renovation disputes to resolve are the ones you don’t have. Choosing a CaseTrust-accredited company stacks the odds in your favour from the start. Your deposit is safe, your contract is fair and there’s a clear process if problems arise.</p><p>You can check the list of accredited renovation companies <a href="https://casetrustapplication.azurewebsites.net/Home/casetrustlist">here</a>.</p>

What Happens When You File a Renovation Complaint with CASE

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