The Consumer Protection (Fair Trading) Act (CPFTA) is the Singapore law that, in the words of the Competition and Consumer Commission of Singapore (CCS), was designed to “empower consumers to seek civil redress against unfair trade practices in Singapore”. CCS also describes it as giving consumers additional rights for goods that do not conform to the contract, which TBYB’s guide covers as the Lemon Law. For a complaint, the Consumers Association of Singapore (CASE) is the first point of contact, and the Small Claims Tribunals can hear eligible claims of up to S$20,000 filed within two years.

This is a standing route-finder, not legal advice. Each section answers one question and sends you to the detailed TBYB guide. Rules link to the official page read on 17 October 2026, with its own update date; anything unverified is marked.

At a glance

Find your problem, then follow the link.

What does the Consumer Protection (Fair Trading) Act cover?

The CCS overview of the CPFTA, last updated 26 September 2025, says the Act’s Second Schedule gives examples of unfair trade practices, such as a supplier accepting payment despite knowing it cannot supply within a specified or reasonable period, or asking for payment for unsolicited goods and services. It is “not an exhaustive list of unfair practices”.

CCS’s page on fair trading practices, whose header says last updated 9 June 2026, says an unfair trade practice is a misleading representation or a false claim made to consumers in a business-to-consumer transaction, and can be anything a business says or does that misleads or deceives a consumer, especially a vulnerable one such as an elderly or disabled person. The CCS consumer protection FAQs, last updated 1 October 2026, give examples of what is not covered: business-to-business dealings, property sales (only claims against real estate agents for services rendered are covered) and contracts of employment.

Fake reviews are a recent example. In a media release of 30 September 2026, CCS says 45 businesses admitted buying fake reviews from one provider, which served approximately 100 businesses. TBYB’s fake reviews guide sets out what CCS found and five checks for a star rating.

Who do I complain to first: CASE, CCS or the courts?

The CCS FAQs say “CASE and STB remain the first points of contact for local consumers and tourists respectively to handle complaints”, STB being the Singapore Tourism Board, and that CCS does not assist consumers in obtaining redress. CASE “will assist aggrieved consumers to obtain redress, and in some cases, compensation through negotiation and/or mediation”. The FAQs give its number as 6277 5100, Monday to Friday excluding public holidays, 9am to 5pm.

CCS’s own role is narrower. Its FAQs say it will only take on cases of persistently errant suppliers who engage in unfair business practices, not criminal matters, and its overview says it files injunction applications with the courts against persistent errant retailers. For egregious cases, CCS’s page on reporting unfair trade practices, last updated 26 September 2025, says you may share feedback with CCS by filing a complaint. Our reading: an ordinary dispute with a shop goes to CASE first. CASE’s own site returned HTTP 403 when opened for this check, so its membership, fees and service details are not described here; confirm them with CASE.

What if goods are faulty soon after delivery?

CCS’s index of CPFTA guidelines and regulations, last updated 20 July 2026, says the Act was enacted to give consumers additional rights in respect of goods that do not conform to contract, but none of the CCS pages read give the rules. They come from TBYB’s Lemon Law action plan, which also has a seven-step plan. As that guide words it, a defect found within six months of delivery is presumed to have existed at delivery unless the seller shows otherwise. Repair or replacement comes first; if the seller cannot provide either within a reasonable time and without significant inconvenience to you, you may ask for a price reduction or a refund.

If an appliance has failed, check the warranty first, then compare the repair quote with the price of a comparable new unit. TBYB’s repair-or-replace decision rule works through the sums; its cut-offs are that guide’s own, not an official threshold.

Which refused claims can go to the Small Claims Tribunals?

The Singapore Courts’ page on cases eligible for a small claim, last updated 2 June 2026, says the Small Claims Tribunals (SCT) hear claims with a total value of up to S$20,000, or S$30,000 if both parties sign a Memorandum of Consent, filed within 2 years of the event which creates the cause of action. Eligible claims include a contract for the sale of goods or for services, and a dispute against a supplier for an unfair practice under the CPFTA. You cannot file if the respondent is located outside Singapore, or if the claim involves employment matters, motor vehicle property damage or damage caused by a neighbour.

The filing page, last updated 8 April 2026, says lawyers are not allowed to represent parties in SCT matters. The page on how to file and serve a claim, last updated 21 January 2026, sets an individual’s filing fee at S$10 for a claim up to S$5,000, S$20 above that and up to S$10,000, and 1% of the amount claimed above S$10,000, and says to serve the claim within 7 days of filing. Check it for current fees before you file. The tribunal guide covers the steps and what to prepare.

What do the price rules say about discounts and add-ons?

CCS’s Guidelines on Price Transparency, last updated 26 September 2025, “apply to all suppliers, whether operating online or in physical stores” and “come into effect on 1 November 2020”. They say suppliers should include unavoidable or mandatory charges, such as taxes, surcharges and service fees, in the total headline price, and ensure any discount is genuine and has a valid basis. Suppliers are encouraged to keep records of past prices and to take an “opt-in” or “opt-neutral” approach to optional add-ons. The page does not say whether the guidelines are legally binding, so our inference is that they are a yardstick, not a legal test. To record what you were shown, use the checkout records guide.

Can I cancel an order or get a refund if I change my mind?

Do not assume you can. CCS’s guidelines index lists the Cancellation of Contracts Regulations 2009 among the five sets of regulations made under the CPFTA. The pages read for this check do not say which contracts they cover, how long any cancellation period is or when a refund is due, so those details are deliberately not stated. Check the regulation, or ask CASE whether your type of contract is covered, before you rely on a cooling-off right.

Our suggestion, not an official rule: treat the seller’s published return terms as the starting point and save them before you pay. The return-window test plan shows how to use a return period, and the mattress sleep-trial guide does the same for a trial.

Does consumer protection apply if I buy from overseas?

CCS’s fair trading page says the CPFTA applies to businesses that reside within or outside Singapore and sell to consumers residing in Singapore. The Courts’ eligibility page says the tribunal can only hear claims served on a respondent in Singapore. Our inference: check where the business is based before you plan on the tribunal route.

Two other rules catch overseas buyers. IRAS’s page on GST on imported low-value goods, last updated 10 August 2026, sets out when GST is payable by whether the seller is registered for GST, whether the sales value is S$400 or less and whether the goods come by air or post; TBYB’s GST guide works through each case. IMDA’s equipment Q&A (July 2023) says personal imports of telecom equipment need not be registered, but you must ensure they comply with IMDA’s standards; see buying a phone or router overseas. Goods you carry home yourself follow a different IRAS rule, set out in GST relief for travellers.

Which rule covers NRIC requests at a shop counter?

Generally not. PDPC’s advisory guidelines on NRIC numbers, issued 31 August 2018, say organisations are generally not allowed to collect, use or disclose NRIC numbers or copies of NRIC, and PDPC says they remain valid until updated. TBYB’s guide on what shops can ask for covers the exceptions and what to say at a counter.

There is also a dated change. On 3 February 2026 the Ministry of Digital Development and Information (MDDI) said private organisations have until 31 December 2026 to phase out the use of NRIC numbers to authenticate people, for example as passwords, and that PDPC will step up enforcement action from 1 January 2027, in an MDDI release. The deadline covers authentication, not every request for an NRIC number.

Which agency do I call about a suspected scam?

CCS’s homepage says to call the 24/7 ScamShield Helpline on 1799 if you are unsure if something is a scam, and that government officials will never ask you to transfer money or disclose bank log-in details over a phone call. The CCS FAQs add that for suspected criminal activity you may consider lodging a police report with the Singapore Police Force. The online shopping scam checks cover what to check before you pay and which agency to call. They do not cover what to do at your bank or the police if you have lost money to a scam, and neither does this page: the police and ScamShield pages could not be opened, so use 1799 and those agencies’ own pages for current reporting steps.

What should I recheck before relying on this page?

  • The tribunal limits and filing fees, against the Courts’ pages dated 2 June 2026, 8 April 2026 and 21 January 2026
  • The Lemon Law advisory, the Cancellation of Contracts Regulations 2009 and CASE’s services, none of which were opened
  • The NRIC dates (31 December 2026 and 1 January 2027), against MDDI’s latest statement

Dated changes are collected in the consumer rule changes calendar. TBYB’s other consumer guides are collected on the ownership topic page.

Common questions

What is the Consumer Protection (Fair Trading) Act?

CCS says it was designed to empower consumers to seek civil redress against unfair trade practices in Singapore, and enacted to protect consumers against unfair practices and give them additional rights for goods that do not conform to contract. CASE is the first point of contact for complaints.

Who do I contact first about a problem with a seller?

CCS says CASE and the Singapore Tourism Board are the first points of contact for local consumers and tourists respectively, and gives CASE’s number as 6277 5100. CCS says it does not assist consumers in obtaining redress.

Does consumer protection apply if I buy from an overseas business?

CCS’s fair trading page says the Consumer Protection (Fair Trading) Act applies to businesses that reside within or outside Singapore and sell to consumers residing in Singapore. The Singapore Courts say the Small Claims Tribunals can only hear claims served on a respondent in Singapore, so check where the business is based before planning on the tribunal route.

Sources

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