--- id: sgkb.consumer.casetrust-accreditation kind: article title: "CaseTrust Accreditation" url: https://ik.sg/en/knowledge/article/sgkb.consumer.casetrust-accreditation language: en evidence_status: verified last_verified: 2026-10-14 collection_as_of: 2026-10-16 --- # CaseTrust Accreditation CaseTrust is CASE's accreditation arm for fair-trading businesses; accredited firms must attend CASE mediation when a consumer requests it, and selected schemes include prepayment protection if an accredited business ceases trading, but accreditation is not a government licence or universal refund guarantee. # CaseTrust Accreditation **CaseTrust** is the accreditation arm of the **Consumers Association of Singapore** (**CASE**). It marks businesses that CASE assesses as committed to **fair trading and transparency**, and it runs industry accreditation schemes some of which carry **prepayment protection** if an accredited firm stops operating ([CASE CaseTrust, accessed Oct 2026](https://www.case.org.sg/casetrust/)). CaseTrust has operated **since 1999** as CASE's de facto fair-trading standard for participating companies ([CASE CaseTrust, accessed Oct 2026](https://www.case.org.sg/casetrust/)). Accreditation is a **voluntary private scheme**, not a statutory licence from the Competition and Consumer Commission of Singapore; CPFTA remedies still depend on the underlying transaction ([consumer affairs overview](/en/knowledge/article/sgkb.consumer.consumer-affairs-overview)). This article explains what shoppers and businesses should expect; [case and dispute resolution](/en/knowledge/article/sgkb.consumer.case-and-dispute-resolution) covers the wider CASE complaint, membership, and mediation fee ladders. ## What accreditation signals to consumers CaseTrust presents accreditation as a signal that a business has been **assessed by CASE** for reliable dealings with consumers, with a public directory of accredited companies for shoppers ([CASE CaseTrust, accessed Oct 2026](https://www.case.org.sg/casetrust/)). For businesses, CASE lists benefits such as consumer recognition, CASE educational seminars, use of CASE mediation facilities, and publicity through CaseTrust channels ([CASE CaseTrust, accessed Oct 2026](https://www.case.org.sg/casetrust/)). Those benefits describe the scheme's design; they do not mean every product is risk-free or that CASE guarantees commercial outcomes. Shoppers should still read **contract terms**, check which **CaseTrust scheme** applies (travel, renovation, motor, and other sectors run different rules), and keep **receipts and correspondence**. Accreditation complements — but does not replace — the **Consumer Protection (Fair Trading) Act** unfair-practice framework and the **Lemon Law** goods remedies where those statutes apply ([pricing contracts and unfair practices](/en/knowledge/article/sgkb.consumer.pricing-contracts-and-unfair-practices), [consumer protection and lemon law](/en/knowledge/article/sgkb.consumer.consumer-protection-and-lemon-law)). ## Prepayment protection on selected schemes CaseTrust advertises **prepayment protection** so customers may **claim back unused prepayment** after a **CaseTrust-accredited business ceases** under **selected schemes** ([CASE CaseTrust, accessed Oct 2026](https://www.case.org.sg/casetrust/)). That protection is **scheme-specific** and triggered by **cessation** of the accredited business, not by every dispute or change of mind. It is not the same as a bank chargeback, travel-insurance claim, or Small Claims Tribunals judgment. Consumers should confirm **which prepayment-protection rules** bind their purchase before paying large deposits, especially for renovation, travel, or other high-prepayment sectors where CaseTrust schemes are common. A firm displaying CaseTrust branding without valid accreditation should be reported through CASE channels; conversely, shopping only with accredited firms does not remove the need to verify licences (for example travel agents under the Travel Agents Act) where those statutes apply. ## Mandatory mediation for accredited businesses CASE mediation is usually **invitational**: both sides may be invited after a deadlock, and mediation proceeds when parties agree ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). The exception CaseTrust shoppers need to know: **if a consumer with a dispute against a CaseTrust-accredited business requests mediation at the CASE Mediation Centre, the accredited business must attend** the session CASE arranges ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). Mediation remains **facilitated negotiation**, not adjudication — mediators do not decide winners and losers, and CASE cites an approximate **70%** resolution rate for mediated settlements that can be **legally binding** when signed ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). Sessions are typically **two hours**; CASE schedules dates after contacting parties and sends confirmation about a week ahead ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). CASE states its mediation service is a **Singapore International Mediation Institute** registered service provider ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). ## Fees, limits, and common mistakes Mediation fees depend on **claim bands** and whether the consumer is a CASE member, with **separate schedules for real-estate** disputes ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). For non-real-estate matters, published **GST-inclusive** bands (9% GST from **1 January 2024**) range from about **S$16.35–S$354.25** for claimants depending on claim size, with different columns for **CaseTrust businesses** versus non-accredited businesses ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). CASE notes that **mediation charges for CaseTrust-accredited businesses are borne by the CaseTrust Department** under its published schedule — a operational subsidy for accredited firms, not a waiver of all consumer costs in every column ([CASE Mediation, accessed Oct 2026](https://www.case.org.sg/mediation/)). Retrieval fails when **CaseTrust is described as a government regulator**, when **every merchant must be accredited**, when **prepayment protection is promised for all sectors**, or when **mandatory mediation is confused with a court order**. Practical rule: treat CaseTrust as **a CASE fair-trading badge with scheme-specific prepayment rules and a mandatory mediation duty for accredited businesses when the consumer requests CASE mediation**; escalate unresolved disputes through CASE processes, tribunals, or CPFTA civil routes as appropriate ([case and dispute resolution](/en/knowledge/article/sgkb.consumer.case-and-dispute-resolution)). ## Sources - [CASE — CaseTrust](https://www.case.org.sg/casetrust/) — Accessed 2026-10-14 - [CASE — Mediation](https://www.case.org.sg/mediation/) — Accessed 2026-10-14 - [Consumers Association of Singapore — Home](https://www.case.org.sg/) — Accessed 2026-10-14 ## Explore connections - Topics: [CASE and dispute resolution](https://ik.sg/en/knowledge/topic/sgtopic.consumer.case) - Topics: [CaseTrust accreditation](https://ik.sg/en/knowledge/topic/sgtopic.consumer.casetrust) - Topics: [Consumer affairs](https://ik.sg/en/knowledge/topic/sgtopic.consumer) - People & organisations: [CaseTrust](https://ik.sg/en/knowledge/entity/sg.organisation.casetrust) - People & organisations: [Consumers Association of Singapore](https://ik.sg/en/knowledge/entity/sg.organisation.case) Dates describe this record’s own period and applicability. A verification date does not mean a rule is currently in force. An expanding collection. Published counts show available knowledge, not complete coverage of Singapore.