It sounds easy but its not straight forward. Here are the simplified steps at a go.
CASE mainly serves the role as a 3rd party mediator. After fact finding session with you, they will draft the letter and send to the other party. And this is the part, as CASE has no legal enforcement etc., anyone can choose to not reply or ignore.
If CASE letter goes un-responded. You can than start a separate submission to Small Claims Tribunal, the process takes about an hour online and upon submission, you have to mail the letter to them via registered mail at SingPost. In our unfortunately experience, the date for hearing is 3 months away. So do not border on optimist and submit the forms directly if you do not receive any responses.
Key points to note
- CASE has no legal enforcement power, so we were dissapointed with the non-response and non-outcome. CASE is optional
- Small Claims Tribunal (SCT) facilitates a hearing and a judgement but does not do enforcement. For example, they ask the seller to return you the money but you have to chase the seller yourself. So if you meet a seller who doesnt care, you only have a paper award.
- At our first SCT submission hearing, we had to withdraw the case as the filling can only indicate the name of the company. We had indicated the individuals in the company and was rejected. At this point, we wished someone could have told us so that we did not have to wait another 3 months for another hearing.
- In total we waited 8 months for our ORDER/AWARD and the seller is not responding and pushing us around. Enforcement level is missing.
If anyone higher up reads this, please note that:
1.Enforcement is needed for SCT Order
2.Someone should read the submissions and advice if there’s error on the paperwork, reducing unnecessary time wastage both for your staff and ours.
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