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

The Consumers Association of Singapore (CASE) reported a 538% increase in entertainment-related complaints in the first half of 2024. This was largely due to the increase in the number of events and concerts in Singapore.

According to a statement from CASE, a total of 670 complaints were filed in the entertainment industry in the first half of 2024, compared to 105 in the same period last year.

In total, CASE received 7,721 complaints in 1H2024, an increase of 6% compared to 7,316 in 2023. This increase was attributed to a significant increase in complaints in the entertainment industry, despite lower complaints in the contracting and electrical and electronics industries.

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

Permits to release the sky lanterns that were the main attraction of the event could not be obtained, forcing consumers to use LED lanterns, it said. CASE intervened and after lengthy discussions with the event organisers, secured full refunds for affected consumers who complained to CASE, totalling about SG$20,450.

Other factors contributing to the surge in complaints included growing concerns that ticket sellers may be exploiting concert-goers by significantly inflating ticket prices.

About 4% of these complaints came from consumers who found out after entering the concert that their tickets were invalid.

“CASE is deeply concerned about the increase in entertainment-related complaints. As Singapore becomes a leading venue for events and concerts in the region, we expect the number of related complaints to continue to increase,” said Melvin Yong, CEO of CASE.

“We are actively investigating how overseas jurisdictions are addressing the inconvenience of events and concerts, such as ticket resale. Unfair trade practices in the events and concerts sectors can impact many consumers, as we saw during the failed Sky Lantern event in February this year,” he said.

There was also a 53% increase in e-commerce complaints, mostly due to online purchases of tickets for events and concerts. Of these, about 21% were related to the entertainment industry, and about 10% were related to online orders from tingkat suppliers in the food and beverage industry.

“In response to the increase in e-commerce complaints in recent years, CASE launched the CaseTrust e-business accreditation in 2023. It is Singapore’s only consumer trust mark for online businesses,” said Yong.

“Seven companies have since been accredited with the eCaseTrust mark, and we plan to have eight more by the end of this year. CaseTrust accredited companies are committed to upholding standards, increasing consumer trust and ensuring fair trading practices. I encourage consumers to look for our trust mark when shopping online for added peace of mind,” he added.

In 1H2024, prepayment losses increased by 312% to approximately SGD 1,246,500, compared to SGD 302,205 in 1H2023. This significant increase in prepayment losses was mainly driven by the entertainment, catering and wedding industries.

The entertainment industry saw the largest number of prepayment loss cases, with an estimated value of 448 cases at S$73,200.

The wedding industry recorded the largest prepayment losses of about SG$267,500, mainly due to the closure of Love Nest and its affiliated wedding salons. Additionally, the food and beverage industry recorded prepayment losses of about SG$47,500, attributed to the sudden closure of Sakura Buffet and its affiliated tingkat supply businesses.

“CASE is concerned about the sharp increase in prepayment losses in the first half of 2024. In recent years, we have witnessed sudden closures of businesses across industries such as gyms and wedding studios, which have impacted many consumers,” Yong said.

He added that CASE will therefore expand the prepayment protection feature in its CaseTrust programs to better protect consumers. “The government should also pass a prepayment protection law for high-risk companies that charge large amounts up front,” he said.

In the automotive industry, the number of complaints increased by 8% – from 629 in H1 2023 to 682 in H1 2024, with the majority of complaints relating to issues related to car sharing, car rental and used vehicles.

On the other hand, the cosmetics industry saw a slight 1% increase in the number of complaints, mainly related to high-pressure selling and unsatisfactory service quality.

The number of complaints concerning the electrical and electronics industry decreased by 9%, from 653 complaints in H1 2023 to 593 in H1 2024. Around 44% of complaints concerned defective or non-conforming goods.

CASE also explained that it saw a 25 percent increase in complaints about which consumers sought help negotiating with companies. A total of 1,323 complaints were filed, compared with 1,063 during the same period in 2023.

“As Singapore continues to grow as a major entertainment hub, CASE is increasingly concerned about the rise in entertainment-related nuisances such as ticket resale and fraud,” Yong said.

“The number of e-commerce complaints has doubled compared to the same period in 2021. With online shopping now the norm, we need to increase consumer protections to ensure they feel safe when making online transactions. The sharp increase in prepayment losses has highlighted the need for stronger prepayment protections, and CASE will certainly push for stronger prepayment protection measures,” he added.

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