Complaints related to e-commerce fell by 32 per cent in 1H2025, dropping from 2,611 cases in 1H2024 to 1,769.
This was largely due to an 85 per cent decline in entertainment-related complaints, which had spiked the previous year due to the failed Sky Lantern Festival.
However, CASE observed an increase in complaints against online travel agencies, with 139 cases reported.
Such complaints rose by around 40 per cent, it said.
They involved a range of issues, including misleading descriptions of hotel accommodations, website glitches that led to duplicate or inflated charges, and confirmed bookings that were not honoured.
Consumers had approached these agencies to book flights, hotels, and land tours, but encountered problems that disrupted their travel plans and caused financial stress.
“To better protect consumers and raise industry standards, CASE is looking to drive wider adoption of our CaseTrust scheme for e-businesses,” said Mr Yong.
“As part of its review to enhance consumer protection in Singapore, the Consumer Protection Review Panel is looking at unfair practices commonly used by online merchants, with the aim of recommending enhancements to our consumer protection regime to better protect consumers in the age of e-commerce.”
With the continued rise in online transactions, Mr Yong also stressed the need to strengthen consumer protection in the e-commerce space.
They include mandating merchant verification, setting up escrow accounts for online transactions, and implementing a clear dispute resolution framework to help consumers seek recourse.
CASE also highlighted concerns over the increasing transaction values involved in disputes, noting that the cost of home renovation contracts often exceeds S$20,000.
It urged the government to review the current S$20,000 jurisdictional limit of the Small Claims Tribunals, in order to ensure consumers continue to have access to affordable dispute resolution options.
