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Six months since the Vietnamese tourist scandal, what's changed at Sim Lim Square?

SINGAPORE — Last November, video footage of a Vietnamese man begging an employee of a mobile phone shop at Sim Lim Square for a refund sparked an outcry against unfair business practices.

Sim Lim Square mall. Photo: Channel NewsAsia

Sim Lim Square mall. Photo: Channel NewsAsia

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SINGAPORE — Last November, video footage of a Vietnamese man begging an employee of a mobile phone shop at Sim Lim Square for a refund sparked an outcry against unfair business practices.

The clip led to much public anger against errant business practices. Many called for consumer watchdog Consumers Association of Singapore (CASE) to be given more teeth. Others reported several of these retailers to the police.

Half a year later, much has changed, it seems.

Since November, the number of complaints lodged with CASE against retailers in Sim Lim Square and People's Park Complex has fallen steadily. Just three complaints were lodged against Sim Lim shops in April this year, while People's Park Complex registered none.

CASE Executive Director Seah Seng Choon said the association gave warnings to errant retailers in both malls.

"Therefore we believe the existing known errant traders are restraining themselves. We have already set up one complaint kiosk at Sim Lim Square, and we are working actively with People's Park Complex's MCST to set up one as well. Posters on the malls regarding (our) alert lists has been reviewed – the font is much bigger,” he said.

“We have also requested the MCST to give landlords the power to evict tenants who commit unfair practices. Sim Lim Square's management has already sent out a circular, and People's Park Complex management has also, I think, sent out a circular to do the same,” he added.

STB ALSO SEES FALL IN COMPLAINTS

The Singapore Tourism Board (STB), which tracks figures on tourists seeking monetary redress on a quarterly basis, also saw a large fall in complaints. From October to December 2014, 120 complaints were registered against Sim Lim retailers. This figure fell to 55 for the period from January to March 2015.

STB said it is working closely with CASE to raise consumer protection awareness and improve overall shopping experience at Sim Lim Square. This includes making public announcements within the mall, giving consumers tips to improve their shopping experience such as asking for information on exchange or refund policies before purchase.

Together with the police and CASE, STB has also developed a brochure to advise visitors on purchasing electronic products in Singapore. This brochure can be found at Sim Lim Square as well as other key locations such as the Singapore Visitor Centre at orchardgateway and STB's office at Tourism Court.

SIM LIM BUSINESS OWNERS OPTIMISTIC BUSINESS WILL IMPROVE

CASE added that several of these retailers have since moved out or closed. Some shops were optimistic that their business would improve. Mr Aloysius Chong, a business owner at Sim Lim Square, said customers' attitudes have changed.

“Initially, before the incident came to light, they weren't very sceptical, so they didn't even want to read or sign any documents. But now, things are different. They are more aware, and I understand the authorities have also been sharing some tips on how consumers should look at products carefully before they buy. There's less misunderstandings,” he said.

Mr Chong added that his staff, as well those of several other outlets, have also taken greater effort to explain terms and contracts to customers. He added that there has been an increased emphasis in building trust and relationships with customers in the mall.

Ms Sumita Gupta, a landlord at Sim Lim Square, said shop owners have been actively trying to improve and gain customers’ trust. “Maybe, after three or four months, Sim Lim Square's reputation could come back like last time.”

Still, Ms Linda Tham, a landlord at Sim Lim Square, noted that human traffic on the first floor had dwindled. "There are those shops that sell mobile phones. Maybe whenever people pass by, there's a mental image that's still there,” she said.

Mr Raymond Sanchez, a shopper, felt that the situation was better than before. “I can see that the Government has taken some steps on how to eliminate those problematic shops.” Another shopper, Mr Johnny Wong, said he had no reason to patronise shops on the first floor, which was said to house many errant retailers.

A Canadian tourist, Mr Alex Schaerer, said Sim Lim Square came highly recommended. “It was said that it was safe, and that people were nice and friendly and gave good service,” he said.

The Ministry of Trade and Industry has said it will review legislation to speed up action against unfair trading practices by mid-2015. CHANNEL NEWSASIA

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