Complaints kiosks set up at People’s Park Complex

SINGAPORE — Consumers at the People’s Park Complex will soon be able to file complaints against errant retailers immediately at two self-service kiosks at the ground floor of the shopping mall.

In view of the “high number of complaints” by consumers against retailers of People’s Park Complex, the Consumers Association of Singapore (CASE) had approached the management to collaborate on the kiosks, CASE executive director Seah Seng Choon told TODAY.

The two terminals will be officially launched after the management at People’s Park Complex signs an agreement with CASE, he said. “We hope to get the MCST to sign the agreement quickly without further delay to get the kiosks started.”

The consumer watchdog launched its self-service kiosk at Sim Lim Square in 2012 when CASE received feedback that many retailers were misleading consumers to pay more for electronic products.

Currently, complaints can also be lodged via a walk-in consultation at CASE’s office at the Ulu Pandan Community Building, over the phone, or online.

Both People’s Park Complex and Sim Lim Sqaure were in the spotlight over the last three years by retailers with rogue sales tactics. In a collaboration with the Singapore Tourism Board, CASE also puts up consumer alert lists in both malls which display names of retailers that have received the highest number of complaints — an initiative supported by the managements of these malls.

In November 2014, two mobile shops at People’s Park Complex — Mobile Alliance and Tele Infinity — ceased operations after CASE issued a Voluntary Compliance Agreement following numerous complaints lodged against them. In December that year, CASE sent letters to managements of both malls, asking them to change their rules and by-laws to make it mandatory for landlords to ensure retailers run their businesses fairly.

People’s Park Complex saw 175 consumer complaints filed in 2014, up from 136 in 2013. The number fell to 53 last year. From 2011 to 2014, a bulk of these complaints were against mobile phone retailers, while in 2015, the majority were filed against travel agencies, said Mr Seah.

“For example, some consumers requested to cancel their tours due to the outbreak of MERS in Korea and the political unrest in Bangkok,” he said.

The number of complaints filed against Sim Lim Square retailers fell from 102 in 2012 to 23 last year. A bulk of them involved handphones and electronic goods, said Mr Seah.

He added that CASE will continue to monitor malls that receive a high number of complaints and set up similar kiosks where necessary.