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Making a Complaint

Terminology: Under the new Estate Agents Act

  • "Estate agents" means estate agency businesses(sole proprietors, partnerships, and companies)
  • "Salespersons" means individuals who perform estate agency work

You may lodge your complaint to CEA in the following ways:

a) In Writing

You may download a copy of the Complaint Form and send the completed form together with the relevant supporting documents to us at:

The Executive Director
Council for Estate Agencies
Licensing and Investigations Dept
490 Lorong 6, Toa Payoh
#05-10, HDB Hub Biz 3 (Lift Lobby 1)
Singapore 310490

Email: feedback@cea.gov.sg

Fax: 6643 2575
b) In Person

You may also lodge your complaint in person at our office during our operation hours.

    Operation Hours
Monday to Friday 8.30am to 5pm
Saturday, Sunday & Public Holidays Closed
c) By Telephone

You may call our toll-free hotline at 1800 643 2555. Your call will be attended to by our Customer Service Officer during operation hours.

    Operation Hours
Monday to Friday 8.30am to 5pm
Saturday, Sunday & Public Holidays Closed
d) By Email

You may also email your feedback or enquiry to us at feedback@cea.gov.sg.

What information is required for your Complaint

It is important that you let us have your full name (as in NRIC / Passport), address and contact number. Please provide us with copies of all relevant documents such as the Estate Agency Agreement with the estate agent or salesperson concerned, the Option to Purchase and the Sale and Purchase Agreement, etc.

Your complaint must:-

  •  
Be specific
  •  
Include the name, business address and contact numbers of the estate agent or salesperson
  •  
Contain a brief description of the complaint
  •  
Explain clearly what you hope to be rectified

Please note that we may inform the estate agent or salesperson being investigated on the complaint details as well as the name of the complainant.

If you wish to remain anonymous, CEA may at its discretion treat the information you have supplied as feedback or take such actions as may be appropriate.

Furnishing of false/misleading items/documents/statements is an offence under s182 of the Penal Code, Cap 224 and may be subject to prosecution. Upon conviction there may be a fine not exceeding $5,000 or imprisonment of 1 year or both.

Complaints Handling

Preliminary Assessment

CEA will make a preliminary assessment of the complaint received. If your complaint falls within our jurisdiction and warrants an investigation, your complaint will be assigned to an Investigation Officer.

For complaints which include those not within CEA's purview or insufficient information is provided or there is lack of substantive evidence, CEA will not be able to proceed further.

Interview

The Investigation Officer will arrange for a meeting with you at CEA's office to obtain a statement detailing your account of the events.

Investigation

Our investigation process may involve setting out the allegations made against the estate agent/salesperson concerned in writing and giving them the opportunity to respond, as well as conducting interviews with witnesses and other related parties, review of relevant documents and materials, and conducting site visit, if necessary.

We may also enlist the help of law enforcement agencies and other government authorities, where necessary.

Outcome

If there is sufficient evidence to substantiate the allegation, CEA will take the appropriate action which may include disciplinary or prosecution action (if and as applicable).

Currently, CEA handles more than 1,000 complaint cases a year. Depending on the complexity of the issues, CEA generally takes from 4 months to 1 year to conclude investigation and evaluation of a case. This excludes duration of disciplinary or prosecution action, if and as applicable.

We will keep you informed in writing of the outcome after the investigation and evaluation of the case is concluded or upon the commencement of disciplinary/prosecution action, as applicable.

Last Updated on 28-Jan-2014

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