Thursday, October 27, 2005
Comparison of MediShield and Private Integrated Plans
a pdf file comparing medishield & private schemes. below is part of the write-up.
"One of the objectives of the MediShield reform is to promote a competitive medical insurance market which can offer Singaporeans greater choice of private insurance plans. When the reform was implemented on 1 Jul 2005, there was immediate benefit to Singaporeans as private insurers responded positively to the reform. Three existing insurers (AIA, Great Eastern and NTUC Income) significantly enhanced coverage for policyholders with hardly any changes to premiums. A fourth insurer (Aviva) was a new entrant to the market which introduced different insurance plans."
"One of the objectives of the MediShield reform is to promote a competitive medical insurance market which can offer Singaporeans greater choice of private insurance plans. When the reform was implemented on 1 Jul 2005, there was immediate benefit to Singaporeans as private insurers responded positively to the reform. Three existing insurers (AIA, Great Eastern and NTUC Income) significantly enhanced coverage for policyholders with hardly any changes to premiums. A fourth insurer (Aviva) was a new entrant to the market which introduced different insurance plans."
Thursday, October 20, 2005
steps to resolving your consumer issue
adapted from the article from Australian Consumers' Association, with local context added in.
Step 1: Know your rights! If you know what you're entitled to, you can ask for it with confidence.
http://statutes.agc.gov.sg/
the statutes website shows all the acts in singapore. some relevant acts applicable would be
1. CONSUMER PROTECTION (FAIR TRADING) ACT
2. SALE OF GOODS ACT
3. UNFAIR CONTRACT TERMS ACT
4. MISREPRESENTATION ACT
note: some acts are listed under english acts, so if u don't find it under the alphabet listing, take a look there
Step 2: Go to the source. Approach the retailer or organisation that provided the service and explain the problem as soon as possible.
call the company involved, and speak to the person who handled your transaction. some consumers find it better to sms, as there is proof of the conversation.
Step 3: Write a letter to the manager or the organisation's customer service department.
if it is still unresolved at this stage, a simple email, fax, or letter sent to the company would be good. give a reasonable dateline for the company to respond.
Step 4: Lodge a complaint. Approach the government or industry body that deals with complaints in that area, such as the fair trading/consumer affairs department, health complaints body or industry ombudsman.
at this stage, u may need some assistance from other organisations
1. CASE
2. NATAS
3. AEAS
4. FIDREC
5. RADAC
6. STB
Step 5: Lodge a claim with the small claims tribunal.
http://www.smallclaims.gov.sg/index.html
the small claims tribunal is a simple court procedure to resolve an issue that is still unresolved at this stage.
Step 1: Know your rights! If you know what you're entitled to, you can ask for it with confidence.
http://statutes.agc.gov.sg/
the statutes website shows all the acts in singapore. some relevant acts applicable would be
1. CONSUMER PROTECTION (FAIR TRADING) ACT
2. SALE OF GOODS ACT
3. UNFAIR CONTRACT TERMS ACT
4. MISREPRESENTATION ACT
note: some acts are listed under english acts, so if u don't find it under the alphabet listing, take a look there
Step 2: Go to the source. Approach the retailer or organisation that provided the service and explain the problem as soon as possible.
call the company involved, and speak to the person who handled your transaction. some consumers find it better to sms, as there is proof of the conversation.
Step 3: Write a letter to the manager or the organisation's customer service department.
if it is still unresolved at this stage, a simple email, fax, or letter sent to the company would be good. give a reasonable dateline for the company to respond.
Step 4: Lodge a complaint. Approach the government or industry body that deals with complaints in that area, such as the fair trading/consumer affairs department, health complaints body or industry ombudsman.
at this stage, u may need some assistance from other organisations
1. CASE
2. NATAS
3. AEAS
4. FIDREC
5. RADAC
6. STB
Step 5: Lodge a claim with the small claims tribunal.
http://www.smallclaims.gov.sg/index.html
the small claims tribunal is a simple court procedure to resolve an issue that is still unresolved at this stage.
Wednesday, October 19, 2005
consumer blacklist - 001
name: L.G.M. LIMITED (SINGAPORE BRANCH)
registration: F 05553K
hideout: 391B Orchard Rd #14-01 Ngee Ann City Tower B Singapore 238874
blacklisted for: violating the consumer protection (fair trading) act, 3-day cooling-off period
registration: F 05553K
hideout: 391B Orchard Rd #14-01 Ngee Ann City Tower B Singapore 238874
blacklisted for: violating the consumer protection (fair trading) act, 3-day cooling-off period
Monday, October 10, 2005
when is insurance not insurance?
DBS Singapore Personal Banking Insurance
u walk into a bank, requesting the bank to open a fixed deposit account. u walk out with a "regular savings plan". it turns out to be an investment-linked policy. if u look at the website, u will see that the word "insurance" is conspicuously missing. the term "assurance" is used instead, or even worst "moneyback".
u walk into a bank, requesting the bank to open a fixed deposit account. u walk out with a "regular savings plan". it turns out to be an investment-linked policy. if u look at the website, u will see that the word "insurance" is conspicuously missing. the term "assurance" is used instead, or even worst "moneyback".
Thursday, September 01, 2005
FIDReC
FIDReC
finally, fidrec opens its doors to the public. what is it? see below...
The Financial Industry Disputes Resolution Centre Ltd (FIDReC) is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. FIDReC subsumes the work of the Consumer Mediation Unit (CMU) of the Association of Banks in Singapore and the Insurance Disputes Resolution Organisation (IDRO).
finally, fidrec opens its doors to the public. what is it? see below...
The Financial Industry Disputes Resolution Centre Ltd (FIDReC) is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. FIDReC subsumes the work of the Consumer Mediation Unit (CMU) of the Association of Banks in Singapore and the Insurance Disputes Resolution Organisation (IDRO).
Friday, August 05, 2005
One in seven new mobiles 'faulty'
BBC NEWS | Technology
An estimated two million of the 18 million mobiles sold last year in the UK could have been faulty, according to a Which? magazine consumer report.
It found that one in seven new mobiles had problems, 70% of which occurred in the first six months.
Twenty-seven percent of mobile owners with problems were not happy with the help they received either, said Which?
Video phone operator 3 had the poorest record, with one in three handsets on its network having problems.
Which? said that this could be down to "teething problems" with third generation mobile technology.
"They're newer and they are more sophisticated so it is reasonable to think they might have more teething problems," Abigail Waraker, assistant editor of Which? told the BBC News website.
Rachel Channing from 3 told the BBC News website that it was unrealistic to try and compare 3G technology, which is complex and new, to GSM technology.
Downloading full-length music videos, making video calls and so on is relatively novel for many people, so there was more chance of things going wrong.
FAULT REPORTS WITHIN YEAR OF PURCHASE
3 - 32%
Orange - 16%
T-Mobile - 15%
Vodafone - 15%
BT Mobile - 14%
02 - 13%
Virgin - 8%
Tesco - 4%
Source: Which? survey
She also criticised the sample size of the survey. "The sample they picked out was only 50 customers. We have three million. It was only 16 who had experienced problems, so we don't think it is a representative sample," she said.
She added that the problems reported related to its oldest 3G handset model, released about two years ago.
"The technology is evolving so rapidly and the performance as you release them improves every time.
"Those handsets have been superseded by ones that perform much better on the network," she said.
The survey revealed a whole range of problems, from faulty keypads, failure to connect to the network, or problems in storing phone book entries, for instance.
By law, if a mobile has a fault within six months and the store cannot show it was the customer's fault, the shop must sort it out.
'Not good enough'
The report did not make distinctions between what was a handset fault, or a network fault because people would not necessarily know themselves the reason for a fault.
What it highlighted though was a big problem that new mobile owners experience when there is an issue.
"People get passed from pillar to post," Pete Tynan, the report's author told the BBC News website.
"In fact is it is up to the place you bought it from to sort it out. Don't let them fob you off," he said.
Even if the problem was that the SIM card was not connecting to the network, for instance, it is still legally the retailer's responsibility to solve the problem as they sold the package in the first instance.
"A one-in-seven chance your phone's going to develop a fault is way too high," said Malcolm Coles, editor of Which?.
"Not only that, but retailers who should be bending over backwards to help customers who've already suffered the inconvenience of a fault, aren't giving people the help they need when they complain."
The survey of more than 5,000 people on Which?'s online consumer panel also found that certain handset brands were more likely to experience faults than others.
Motorola and Sony Ericsson handsets proved most likely to have technical hitches, with 20% of people reporting problems with them.
Nokia and Samsung scored better, with one in 10 owners experiencing faults.
Mobiles are fast becoming the most common consumer electronic devices in the world, according to analysts.
By the end of 2009, 2.6 billion mobiles will be in use around the world, according to Gartner analysts.
An estimated two million of the 18 million mobiles sold last year in the UK could have been faulty, according to a Which? magazine consumer report.
It found that one in seven new mobiles had problems, 70% of which occurred in the first six months.
Twenty-seven percent of mobile owners with problems were not happy with the help they received either, said Which?
Video phone operator 3 had the poorest record, with one in three handsets on its network having problems.
Which? said that this could be down to "teething problems" with third generation mobile technology.
"They're newer and they are more sophisticated so it is reasonable to think they might have more teething problems," Abigail Waraker, assistant editor of Which? told the BBC News website.
Rachel Channing from 3 told the BBC News website that it was unrealistic to try and compare 3G technology, which is complex and new, to GSM technology.
Downloading full-length music videos, making video calls and so on is relatively novel for many people, so there was more chance of things going wrong.
FAULT REPORTS WITHIN YEAR OF PURCHASE
3 - 32%
Orange - 16%
T-Mobile - 15%
Vodafone - 15%
BT Mobile - 14%
02 - 13%
Virgin - 8%
Tesco - 4%
Source: Which? survey
She also criticised the sample size of the survey. "The sample they picked out was only 50 customers. We have three million. It was only 16 who had experienced problems, so we don't think it is a representative sample," she said.
She added that the problems reported related to its oldest 3G handset model, released about two years ago.
"The technology is evolving so rapidly and the performance as you release them improves every time.
"Those handsets have been superseded by ones that perform much better on the network," she said.
The survey revealed a whole range of problems, from faulty keypads, failure to connect to the network, or problems in storing phone book entries, for instance.
By law, if a mobile has a fault within six months and the store cannot show it was the customer's fault, the shop must sort it out.
'Not good enough'
The report did not make distinctions between what was a handset fault, or a network fault because people would not necessarily know themselves the reason for a fault.
What it highlighted though was a big problem that new mobile owners experience when there is an issue.
"People get passed from pillar to post," Pete Tynan, the report's author told the BBC News website.
"In fact is it is up to the place you bought it from to sort it out. Don't let them fob you off," he said.
Even if the problem was that the SIM card was not connecting to the network, for instance, it is still legally the retailer's responsibility to solve the problem as they sold the package in the first instance.
"A one-in-seven chance your phone's going to develop a fault is way too high," said Malcolm Coles, editor of Which?.
"Not only that, but retailers who should be bending over backwards to help customers who've already suffered the inconvenience of a fault, aren't giving people the help they need when they complain."
The survey of more than 5,000 people on Which?'s online consumer panel also found that certain handset brands were more likely to experience faults than others.
Motorola and Sony Ericsson handsets proved most likely to have technical hitches, with 20% of people reporting problems with them.
Nokia and Samsung scored better, with one in 10 owners experiencing faults.
Mobiles are fast becoming the most common consumer electronic devices in the world, according to analysts.
By the end of 2009, 2.6 billion mobiles will be in use around the world, according to Gartner analysts.
Wednesday, August 03, 2005
Housing Agencies Under The Listed Housing Agents Scheme
Housing Agencies Under The Listed Housing Agents Scheme
make sure that your housing agent belongs to the listed housing agents scheme before engaging them to help buy/sell your HDB flat. At the very least, u can seek help from HDB if things go sour.
make sure that your housing agent belongs to the listed housing agents scheme before engaging them to help buy/sell your HDB flat. At the very least, u can seek help from HDB if things go sour.
Saturday, July 23, 2005
BBC NEWS | Technology | Ringtone ads face stiff controls
BBC NEWS Technology Ringtone ads face stiff controls
Rules on ringtone ads are being beefed up following a deluge of complaints to watchdog that regulates premium rate phone services in the UK.
Icstis has welcomed the new safeguards to protect consumers signing up for premium rate subscription services, such as ringtones and wallpapers.
It says misleading ads have meant many people have run up large bills because all costs are not spelled out.
More than 100 people complained to the watchdog about the Crazy Frog ringtone.
The new rules were draw up by the UK's mobile phone operators to determine how premium rate subscription services are marketed by content providers.
The deadline for complying with them is 30 August.
The rules go as far as to dictate font sizes and how prices should be displayed in TV adverts.
In recent months, many people have mistakenly run up large bills by inadvertently subscribing to ringtone and text services when they thought they were just buying one tune.
The popularity of the Crazy Frog ringtone has led many people to download it to their phone without realising that it is only part of a bundle of tunes they will regularly be billed for.
"Teenagers are particularly vulnerable as they do not always fully appreciate the conditions attached to such services," said George Kidd, Icstis director.
The wildly popular Crazy Frog has made history by becoming the first ringtone to reach the top of the pop charts.
It is part of a package of ringtones created by mobile content company Jamster, and sold through a mobile service provider called MBlox.
Consumers who may think they are buying the Crazy Frog ringtone are signing up for a subscription plan.
Each week, they receive a new text message for which they are charged £3, enabling them to download another ringtone.
The new rules, drawn up by mobile operators and backed by premium service watchdog Icstis, will force content sellers to make it clear what people have bought and how much ongoing costs are.
They demand that details of prices and how often people are billed are prominent in adverts. For TV adverts, scrolling price banners and small fonts are outlawed.
In print, adverts prices and conditions must be in the main body of an advert rather than the small print.
They also stipulate that as soon as someone has signed up for a service they are sent a text message telling them what they are getting.
Customers must also get a reminder of how to unsubscribe every month or every time £20 is spent.
Mr Kidd said the rules built on the universal "stop" command that was introduced in 2004. This lets people unsubscribe by sending the word "stop" to the short code associated with the service they have signed up for.
Adrian Harris, founder of the Grumbletext website where people log problems with phone services, said he welcomed the new safeguards up to a point.
If all firms complied with the rules then consumers would definitely be better off, he said.
But, he said, the big problem was policing ringtone sellers. He called on Icstis to be more active in seeking out offending firms rather than just investigating on a case-by-case basis.
At the end of June the Department of Trade and Industry announced a big increase in fines for firms that break rules on the selling of premium rate phone services.
After the increase the maximum fine is £250,000 - more than double the previous upper limit of £100,000.
Rules on ringtone ads are being beefed up following a deluge of complaints to watchdog that regulates premium rate phone services in the UK.
Icstis has welcomed the new safeguards to protect consumers signing up for premium rate subscription services, such as ringtones and wallpapers.
It says misleading ads have meant many people have run up large bills because all costs are not spelled out.
More than 100 people complained to the watchdog about the Crazy Frog ringtone.
The new rules were draw up by the UK's mobile phone operators to determine how premium rate subscription services are marketed by content providers.
The deadline for complying with them is 30 August.
The rules go as far as to dictate font sizes and how prices should be displayed in TV adverts.
In recent months, many people have mistakenly run up large bills by inadvertently subscribing to ringtone and text services when they thought they were just buying one tune.
The popularity of the Crazy Frog ringtone has led many people to download it to their phone without realising that it is only part of a bundle of tunes they will regularly be billed for.
"Teenagers are particularly vulnerable as they do not always fully appreciate the conditions attached to such services," said George Kidd, Icstis director.
The wildly popular Crazy Frog has made history by becoming the first ringtone to reach the top of the pop charts.
It is part of a package of ringtones created by mobile content company Jamster, and sold through a mobile service provider called MBlox.
Consumers who may think they are buying the Crazy Frog ringtone are signing up for a subscription plan.
Each week, they receive a new text message for which they are charged £3, enabling them to download another ringtone.
The new rules, drawn up by mobile operators and backed by premium service watchdog Icstis, will force content sellers to make it clear what people have bought and how much ongoing costs are.
They demand that details of prices and how often people are billed are prominent in adverts. For TV adverts, scrolling price banners and small fonts are outlawed.
In print, adverts prices and conditions must be in the main body of an advert rather than the small print.
They also stipulate that as soon as someone has signed up for a service they are sent a text message telling them what they are getting.
Customers must also get a reminder of how to unsubscribe every month or every time £20 is spent.
Mr Kidd said the rules built on the universal "stop" command that was introduced in 2004. This lets people unsubscribe by sending the word "stop" to the short code associated with the service they have signed up for.
Adrian Harris, founder of the Grumbletext website where people log problems with phone services, said he welcomed the new safeguards up to a point.
If all firms complied with the rules then consumers would definitely be better off, he said.
But, he said, the big problem was policing ringtone sellers. He called on Icstis to be more active in seeking out offending firms rather than just investigating on a case-by-case basis.
At the end of June the Department of Trade and Industry announced a big increase in fines for firms that break rules on the selling of premium rate phone services.
After the increase the maximum fine is £250,000 - more than double the previous upper limit of £100,000.
Thursday, July 14, 2005
How to Complain successfully
Australian Consumers' Association
Whether you've got a complaint against a store, car dealer, tradesperson, professional, bank or other organisation, follow our tips to exercise your rights and get satisfaction!
Step 1: Know your rights! If you know what you’re entitled to, you can ask for it with confidence.
Step 2: Go to the source. Approach the retailer or organisation that provided the service and explain the problem as soon as possible.
Step 3: Write a letter to the manager or the organisation’s customer service department.
Step 4: Lodge a complaint. Approach the government or industry body that deals with complaints in that area, such as the fair trading/consumer affairs department, health complaints body or industry ombudsman.
Step 5: Lodge a claim with the small claims tribunal or equivalent if it's a fair trading issue.
Step 1: Know your rights!
Your first step in resolving a dispute with a store, tradesperson, professional or organisation is to find out your rights in the situation.
Check with the relevant complaints body, such as fair trading department, health complaints agency or other government body, industry association or ombudsman or professional organisation. They'll normally give advice over the phone.
You can also find contact details for these bodies and a range of consumer rights information under Your Rights.
Once you know your rights, you can be confident in exercising them.
Consider these approaches to settling a complaint.
“Well..um...I thought maybe you could … you know… um.. er… give me…”
Is this you? Hesitant and unsure in asking for a refund for faulty goods while the store is saying they’ll only offer a repair?
“I know that I’m entitled to a refund if goods are faulty. I don’t have to accept a repair.”
This shows you know your rights and are confident about asking for them.
Who'll get results faster?
The confident consumer is more likely to get satisfaction almost immediately.
If you're unsure about your rights you may get nowhere with the retailer and have to take the case to the local fair trading/consumer affairs authority to get the same result.
Step 2: Go to the source
Armed with knowledge of your rights, and our advice below, you can phone or go into the seller or service provider's premises — as soon as possible.
First gather any necessary paperwork like receipts, invoices, bills, advertisements, catalogues and print-outs of online orders to show you bought the goods or service, the date and how much you paid.
It's important to work out what you want, say a refund, compensation or apology, before you talk to the trader.
Write down the key points if you think that’ll help.
Be prepared to explain:
what the product or service is and when you bought it
the problem, when it developed and what needs to be done to rectify it
your rights in the situation.
Keep your cool
When you make contact, ask to speak to the person you dealt with and explain the situation calmly and firmly.
If they don’t have the authority to handle your complaint, ask to speak to someone who does, for example, the manager.
If you complain in person, it sometimes helps to take a friend for support and to be a witness but make sure they keep their cool, too.
Make notes
Write down the name and position of the person you speak to and make notes of this and any other conversations you have with the trader.
Also keep any correspondence and other documentation you receive from the trader.
You'll need as much evidence as possible if you have to lodge a complaint with Fair Trading/Consumer Affairs or the Small Claims Tribunal or equivalent.
Step 3: Write a letter
If your visit or phone call doesn't bring quick results, write a letter to the trader confirming the details of your complaint.
Some tips:
Ring the store for the name of the manager or get the name of the contact person for the organisation's customer service department and address the letter to them.
Keep your letter simple, straightforward and polite and write it in clear and easy-to-read language.
Get straight to the point in the first paragraph and carefully plan what you want to say in the rest of the letter.
Outline the problem, when it first occurred, what it will take to resolve the matter and what steps you've already taken.
Show you know your rights by including a sentence about why you're entitled to the type of redress you're requesting.
Be reasonable if you set a deadline for a response.
Enclose copies (not originals) of relevant documents, such as receipts, quotes and invoices.
Present information carefully in written complaints sent by fax or email — as you would in a letter.
Keep a copy of the letter and any others you write to the trader. As well as documenting your complaint, they will show you tried to resolve the issue yourself if you have to lodge a complaint with Fair Trading/Consumer Affairs.
Step 4: Lodge a complaint
The trader or service provider has told you they're not prepared to give you what you want or they haven't replied at all.
It's time to lodge a complaint with the fair trading/consumer affairs department, other relevant government complaint agency or industry ombudsman.
Put your complaint in writing. You can usually send it by mail, fax or email. You may even be able to lodge it on the complaint body's website.
What to include
Use your letter to the seller or service provider as a guide for your written complaint. Include:
a description of the problem
when it occurred
what it will take to resolve the matter
what steps you've already taken.
Supply copies of the necessary paperwork (not originals), such as correspondence between you and the trader, notes of conversations, receipts, invoices and quotes with your complaint.
The complaint body will attempt to negotiate a resolution between you and the seller or service provider.
For fair trading complaints, the fair trading/consumer affairs department can investigate traders and may take action in the courts when they've breached consumer protection laws.
However, the department usually can't force traders to resolve individual complaints.
To obtain an order against the trader which can be enforced through the courts, you have to lodge a claim with the fair trading/small claims tribunal in your state or territory. See Step Five: Small claims tribunal .
Step 5: Small claims tribunal
The Small Claims Tribunal or equivalent in your state or territory offers an inexpensive path to justice for fair trading disputes.
The fees and the maximum amount you can claim in these tribunals vary from state to state.
The hearings are usually relatively informal. Each party tells their side of the story and the referee makes an order.
Take any records you have of the dispute, such as notes of conversations and correspondence with the trader, and relevant documents like receipts, invoices and quotes.
Find an expert
To show a service was not performed properly or a product did not do what it was supposed to it's useful to approach an independent expert to make a written assessment of the situation. You can use this as evidence in the case.
The small claims tribunals, which are also known as fair trading tribunals and small claims courts in some states and territories, make orders for claims in dollar amounts.
If you obtain an order in your favour and the trader doesn't abide by it, you can enforce it by going to the Local Court or Magistrates Court.
If the amount you're claiming is outside the jurisdiction of the tribunal, you'll have to pursue the matter in the regular court system. So seek legal advice!
Whether you've got a complaint against a store, car dealer, tradesperson, professional, bank or other organisation, follow our tips to exercise your rights and get satisfaction!
Step 1: Know your rights! If you know what you’re entitled to, you can ask for it with confidence.
Step 2: Go to the source. Approach the retailer or organisation that provided the service and explain the problem as soon as possible.
Step 3: Write a letter to the manager or the organisation’s customer service department.
Step 4: Lodge a complaint. Approach the government or industry body that deals with complaints in that area, such as the fair trading/consumer affairs department, health complaints body or industry ombudsman.
Step 5: Lodge a claim with the small claims tribunal or equivalent if it's a fair trading issue.
Step 1: Know your rights!
Your first step in resolving a dispute with a store, tradesperson, professional or organisation is to find out your rights in the situation.
Check with the relevant complaints body, such as fair trading department, health complaints agency or other government body, industry association or ombudsman or professional organisation. They'll normally give advice over the phone.
You can also find contact details for these bodies and a range of consumer rights information under Your Rights.
Once you know your rights, you can be confident in exercising them.
Consider these approaches to settling a complaint.
“Well..um...I thought maybe you could … you know… um.. er… give me…”
Is this you? Hesitant and unsure in asking for a refund for faulty goods while the store is saying they’ll only offer a repair?
“I know that I’m entitled to a refund if goods are faulty. I don’t have to accept a repair.”
This shows you know your rights and are confident about asking for them.
Who'll get results faster?
The confident consumer is more likely to get satisfaction almost immediately.
If you're unsure about your rights you may get nowhere with the retailer and have to take the case to the local fair trading/consumer affairs authority to get the same result.
Step 2: Go to the source
Armed with knowledge of your rights, and our advice below, you can phone or go into the seller or service provider's premises — as soon as possible.
First gather any necessary paperwork like receipts, invoices, bills, advertisements, catalogues and print-outs of online orders to show you bought the goods or service, the date and how much you paid.
It's important to work out what you want, say a refund, compensation or apology, before you talk to the trader.
Write down the key points if you think that’ll help.
Be prepared to explain:
what the product or service is and when you bought it
the problem, when it developed and what needs to be done to rectify it
your rights in the situation.
Keep your cool
When you make contact, ask to speak to the person you dealt with and explain the situation calmly and firmly.
If they don’t have the authority to handle your complaint, ask to speak to someone who does, for example, the manager.
If you complain in person, it sometimes helps to take a friend for support and to be a witness but make sure they keep their cool, too.
Make notes
Write down the name and position of the person you speak to and make notes of this and any other conversations you have with the trader.
Also keep any correspondence and other documentation you receive from the trader.
You'll need as much evidence as possible if you have to lodge a complaint with Fair Trading/Consumer Affairs or the Small Claims Tribunal or equivalent.
Step 3: Write a letter
If your visit or phone call doesn't bring quick results, write a letter to the trader confirming the details of your complaint.
Some tips:
Ring the store for the name of the manager or get the name of the contact person for the organisation's customer service department and address the letter to them.
Keep your letter simple, straightforward and polite and write it in clear and easy-to-read language.
Get straight to the point in the first paragraph and carefully plan what you want to say in the rest of the letter.
Outline the problem, when it first occurred, what it will take to resolve the matter and what steps you've already taken.
Show you know your rights by including a sentence about why you're entitled to the type of redress you're requesting.
Be reasonable if you set a deadline for a response.
Enclose copies (not originals) of relevant documents, such as receipts, quotes and invoices.
Present information carefully in written complaints sent by fax or email — as you would in a letter.
Keep a copy of the letter and any others you write to the trader. As well as documenting your complaint, they will show you tried to resolve the issue yourself if you have to lodge a complaint with Fair Trading/Consumer Affairs.
Step 4: Lodge a complaint
The trader or service provider has told you they're not prepared to give you what you want or they haven't replied at all.
It's time to lodge a complaint with the fair trading/consumer affairs department, other relevant government complaint agency or industry ombudsman.
Put your complaint in writing. You can usually send it by mail, fax or email. You may even be able to lodge it on the complaint body's website.
What to include
Use your letter to the seller or service provider as a guide for your written complaint. Include:
a description of the problem
when it occurred
what it will take to resolve the matter
what steps you've already taken.
Supply copies of the necessary paperwork (not originals), such as correspondence between you and the trader, notes of conversations, receipts, invoices and quotes with your complaint.
The complaint body will attempt to negotiate a resolution between you and the seller or service provider.
For fair trading complaints, the fair trading/consumer affairs department can investigate traders and may take action in the courts when they've breached consumer protection laws.
However, the department usually can't force traders to resolve individual complaints.
To obtain an order against the trader which can be enforced through the courts, you have to lodge a claim with the fair trading/small claims tribunal in your state or territory. See Step Five: Small claims tribunal .
Step 5: Small claims tribunal
The Small Claims Tribunal or equivalent in your state or territory offers an inexpensive path to justice for fair trading disputes.
The fees and the maximum amount you can claim in these tribunals vary from state to state.
The hearings are usually relatively informal. Each party tells their side of the story and the referee makes an order.
Take any records you have of the dispute, such as notes of conversations and correspondence with the trader, and relevant documents like receipts, invoices and quotes.
Find an expert
To show a service was not performed properly or a product did not do what it was supposed to it's useful to approach an independent expert to make a written assessment of the situation. You can use this as evidence in the case.
The small claims tribunals, which are also known as fair trading tribunals and small claims courts in some states and territories, make orders for claims in dollar amounts.
If you obtain an order in your favour and the trader doesn't abide by it, you can enforce it by going to the Local Court or Magistrates Court.
If the amount you're claiming is outside the jurisdiction of the tribunal, you'll have to pursue the matter in the regular court system. So seek legal advice!
Monday, June 13, 2005
Why are timeshare companies being allowed to do business? a.k.a. conspiracy theory no. 6582
What are the disadvantages of banning timeshare companies, with legislation similar to the Multi-Level Marketing and Pyramid Selling (Prohibition) Act? Only the government can answer that, as all signs point to an industry that is breaking all the rules of corporate social responsibility. One possibility is that the actions of such companies keep the part of the population "occupied", such that they will not be thinking about more pertinent issues like human rights, separation of powers etc.
Tuesday, June 07, 2005
Fair Trade Commission [taiwan]
Fair Trade Commission
taiwan's version of a fair trading office, as usual, its government based, mainly in chinese, although the english info is quite substantial too.
taiwan's version of a fair trading office, as usual, its government based, mainly in chinese, although the english info is quite substantial too.
Friday, June 03, 2005
Insolvency & Public Trustee's Office
Insolvency & Public Trustee's Office
the government department handling insolvency [a.k.a. bankruptcy] issues. has info on how to pursue companies that have wound up.
the government department handling insolvency [a.k.a. bankruptcy] issues. has info on how to pursue companies that have wound up.
Wednesday, May 18, 2005
Small Claims Tribunals - Subordinate Courts of Singapore
Small Claims Tribunals - Subordinate Courts of Singapore
the other option for resolving issues for consumers, besides CASE.
the other option for resolving issues for consumers, besides CASE.
Wednesday, May 11, 2005
Resale of Flats
Resale of Flats
important info from HDB with regards to resale of flats. there are often lots of disputes, and the more u know, the better u are prepared to prevent potential problems
important info from HDB with regards to resale of flats. there are often lots of disputes, and the more u know, the better u are prepared to prevent potential problems
Sunday, May 08, 2005
Members of timeshare companies take legal action to recover money
Channelnewsasia.com
quite a nice article telling victims of timeshare holders that they can sue the companies involved, but some name were mis-spelled. The timeshare company name mentioned should be "Leisure Group Marketing" and not "Leisure Marketing Group". Also the Consumer Protection (Fair Trading) Act was not mentioned in its entirety. It was called the "Consumer Act".
quite a nice article telling victims of timeshare holders that they can sue the companies involved, but some name were mis-spelled. The timeshare company name mentioned should be "Leisure Group Marketing" and not "Leisure Marketing Group". Also the Consumer Protection (Fair Trading) Act was not mentioned in its entirety. It was called the "Consumer Act".
Can you reverse a credit card transaction?
Consumer Online: Home > Legal Rights > Credit card chargebacks > Introduction
a new zealand page, so the options to resolve the issue are different. for one, there is an Office of the Banking Ombudsman, which will be able to rule on such issues there. but one point which singaporeans can take away from this article, is that it is possible to reverse a credit card transaction. its not easy in singapore, but consumers should always give it a try.
a new zealand page, so the options to resolve the issue are different. for one, there is an Office of the Banking Ombudsman, which will be able to rule on such issues there. but one point which singaporeans can take away from this article, is that it is possible to reverse a credit card transaction. its not easy in singapore, but consumers should always give it a try.
Thursday, April 28, 2005
Subscribe to:
Posts (Atom)