CASE sees over 538% spike in entertainment complaints in first half of 2024

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The Consumers Association of Singapore (CASE) has seen a 538% spike in entertainment complaints in the first half of 2024. This was largely due the increase in events and concerts in Singapore.

A total of 670 complaints were received in the entertainment industry in the first six months of 2024, compared with 105 in the same period last year, said CASE in a statement.

In total, CASE received 7,721 complaints in 1H2024, a 6% increase from 7,316 in 2023. This rise was attributed to a significant surge in complaints within the entertainment industry, despite fewer complaints in the contractors and electrical and electronics industry.

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Nearly three-quarters of entertainment industry complaints were against Asian Couture and Boutique, organisers of the Singapore Sky Lantern Festival.

It had failed to secure permits for the sky lantern release, which was the event's main attraction, forcing consumers to use LED lanterns instead, it said. CASE intervened and, after extensive discussions with the event organisers, secured a full refund for affected consumers who lodged a complaint with CASE, which totalled about SG$20,450.

Other contributing factors for the sharp spike in complaints were due to the rising concerns of ticket resellers taking advantage of concertgoers by inflating ticket prices significantly.

About 4% of these complaints were from consumers who had entered concert venues only to be informed their tickets were invalid.

“CASE is deeply concerned in the rise of entertainment complaints. As Singapore establishes itself as the region’s premier event and concert hub, we anticipate a further increase in related complaints," said Melvin Yong, president of CASE.

"We are actively studying how overseas jurisdictions are tackling disamenities related to events and concerts, such as the issue of ticket scalping. Unfair trade practices in the events and concerts sectors have the potential to impact many consumers as we saw this happen during the botched Sky Lantern event in February this year,” he said.

There was also a 53% rise in e-commerce complaints, largely due to online purchases of event and concert tickets. Of these, approximately 21% were linked to the entertainment industry and about 10% were related to online orders from tingkat delivery companies in the food & beverages industry.

"In response to the surge in e-commerce complaints in recent years, CASE launched the CaseTrust accreditation for e-businesses in 2023. This is Singapore’s only consumer trust mark for online businesses," said Yong.

"Seven businesses have since been accredited with the eCaseTrust mark, and we aim to onboard another eight companies by the end of this year. CaseTrust-accredited companies commit to upholding standards, boosting consumer confidence and ensuring fair trading practices. I encourage consumers to look for our trust mark when shopping online, for a greater peace of mind,” he added.

In 1H2024, prepayment-related losses surged by 312% to approximately SG$1,246,500, compared to SG$302,205 in the first half of 2023. This significant increase in prepayment losses was primarily due to the entertainment, food & beverages and bridal industries.

The entertainment industry saw the highest number of cases contributing to prepayment losses, with 448 cases amounting to an estimated SG$73,200.

The bridal industry recorded the most in prepayment losses, at about SG$267,500, primarily due to the closure of Love Nest and its affiliated bridal salons. Additionally, the food & beverages industry saw about SG$47,500 in prepayment losses, attributed to the abrupt closure of Sakura Buffet and its associated tingkat delivery companies.

"CASE is concerned by the sharp increase in prepayment losses in the first half of 2024. In recent years, we have seen sudden business closures in various industries, such as gyms and bridal studios, affecting many consumers," said Yong.

He added that CASE will therefore expand the prepayment protection feature in its CaseTrust schemes to better protect consumers. "The government should also legislate prepayment protection for high-risk businesses that collect large amounts upfront,” he said.

The motorcar industry saw an 8% increase in complaints, from 629 in 1H2023 to 682 complaints in 1H2024, with complaints mainly due to issues with car sharing, car rental and second-hand vehicles.

The beauty industry on the other hand saw a slight 1% increase in complaints, mostly related to pressure sales and unsatisfactory services.

Complaints related to the electrical and electronics industry fell by 9% from 653 complaints in 1H2023 to 593 in 1H2024. About 44% of complaints were related to goods that were defective or did not conform to contract.

CASE also explained that it saw a 25% increase in complaints for which consumers sought help to negotiate with the businesses, with a total of 1,323 complaints compared to 1,063 during the same period in 2023.

“As Singapore establishes itself as a major entertainment hub, CASE is increasingly concerned about the rise in associated disamenities, such as ticket scalping and scams," said Yong.

"eCommerce complaints have doubled compared to the same period in 2021. With online shopping now the norm, we must enhance consumer protection so that consumers feel safe when transacting online. The sharp rise in prepayment losses has highlighted the need for stronger prepayment protection, and CASE will certainly push for stronger prepayment protection measures,” he added.

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