Dispute resolution
Learn about CEA's Dispute Resolution Scheme for resolving conflicts between consumers and property agents, including mediation and arbitration options.
Last updated 8 October 2025
If you enter into a dispute with your property agent, we encourage you to approach the property agent’s property agency to resolve the dispute.
If you cannot receive a satisfactory resolution, you can use CEA’s Dispute Resolution Scheme to resolve the dispute, provided it is relevant, and you have signed the relevant estate agency agreement.
Important
CEA’s Dispute Resolution Scheme is relevant where:
You are a client who has signed a estate agency agreement with a licensed property agency
The dispute is one which has arose based on the terms of this estate agency agreement between a client and a licensed property agency
There are two sub-schemes under CEA’s Dispute Resolution Scheme:
Mediation
This involves engaging a neutral party, such as a mediator, to facilitate the dispute and come to a mutually acceptable agreement. The decision is made by both parties – consumer and property agency, not the mediator.
Once you have written to a property agency to request mediation, you will need to select a mediation centre within four weeks from the date of request.
The approved mediation centres are:
If the dispute cannot be resolved through mediation, it would have to be resolved through arbitration, including situations where:
You choose not to mediate
You fail to select a mediation centre
You fail to inform the property agency that you are agreeable to mediation
The dispute is not resolved within six weeks from the date you are informed of the first mediation session
Arbitration
Under arbitration, an arbitrator will be appointed to make a binding decision after considering the issues of both parties.
You can choose to resolve the dispute through arbitration after writing to the property agency, or if you are unable to reach a settlement with the property agency through mediation.
You may refer the dispute to the following approved arbitration centres:
When the property agency writes to you to enquire about arbitration, you will need to reply within three weeks from the receipt of the enquiry.
After selecting the approved arbitration centre, you can commence arbitration.
If you choose not to reply or arbitrate within three weeks of the property agency’s enquiry, or if you do not commence arbitration proceedings at the selected arbitration centre within three weeks after you have replied to the property agency, the property agency and yourself will not be bound to proceed to arbitration.
You may refer to the Estate Agents (Dispute Resolution Schemes) Regulations 2011 (PDF, 38KB) for more information.
Here is the dispute resolution process flow for property consumers:
Fees for CEA-approved mediation and arbitration centres
Fees for CEA-approved mediation centres
Here are the mediation fees for CEA-approved mediation centres
a. Consumers Association of Singapore (CASE) Mediation Fees
Claim Range | Member (CASE) | Non-Member | Business |
Below $5,000 | $37.45 | $85.60 | $85.60 |
$5,000 - $10,000 | $37.45 | $85.60 | $85.60 |
$10,001 - $20,000 | $53.50 | $128.40 | $128.40 |
$20,001 - $30,000 | $133.75 | $214.00 | $214.00 |
$30,001 - $40,000 | $240.75 | $321.00 | $321.00 |
Above $40,000 | $347.75 | $428.00 | $428.00 |
b. Singapore Institute of Surveyors & Valuers (SISV) Mediation Fees
Quantum of Claim | Mediation Fees |
Below $15,000 | $200 plus GST per party per 2 hour session |
$15,000 up to $30,000 | $250 plus GST per party per 2 hour session |
Above $30,000 up to $60,000 | $350 plus GST per party per 2 hour session |
Above $60,000 up to $100,000 | $500 plus GST per party per day |
Above $100,000 up to $250,000 | $800 plus GST per party per day |
Above $250,000 up to $500,000 | $1,500 plus GST per party per day |
Above $500,000 up to $1mil | $2,000 plus GST per party per day |
Above $1mil up to $2.5mil | $2,500 plus GST per party per day |
Above $2.5mil up to $5mil | $3,000 plus GST per party per day |
Above $5mil | $3,500 plus GST per party per day |
The mediation fee payable per party includes complimentary use of the SISV Dispute Resolution Centre's facilities for up to 2 hours
Cost for additional mediation sessions required as decided by the parties shall be payable as follows:
Mediator's fees: As indicated above
Room Charges: $50 per hour plus GST
All other costs incurred for the conduct of the mediation shall be reimbursed by the parties on 50:50 basis
c. Singapore Mediation Centre (SMC) Mediation Fees
Quantum of Claim | Mediation Fees |
Below $30,000 | $600 |
$30,001 to $100,000 | $2,300 |
Above $100k up to $250k | $1,200 per party per day |
Above $250k up to $500k | $1,800 per party per day |
Above $500k up to $1mil | $2,200 per party per day |
Above $1mil up to $2.5mil | $2,600 per party per day |
Above $2.5mil up to $5mil | $2,800 per party per day |
Above $5mil | $2,900 per party per day plus pro-rated portion of 0.05% of the quantum above $5mil |
Fees for CEA-approved arbitration centres
Here are the arbitration fees for CEA-approved arbitration centres
a. Singapore Institute of Arbitrators Arbitration Fees
Disputed Sum** | Arbitration Fees |
Up to $60k | Admin fee of $750 + arbitrator's fees of 20% of the sum in dispute, subject to a minimum of $1,000 and a maximum of $2,500 |
Above $60k | Admin fee of $2,000 + arbitrator's fees of 10% of the sum in dispute, subject to maximum of $25,000 |
Above $1,000,000 | Admin fee of $3,000 + arbitrator's fees of $25,000 plus 0.5% of the sum in dispute above $1,000,000, subject to a fee cap of $50,000 |
Up to $60k | Admin fee of $750 + arbitrator's fees of 40% of the sum in dispute, subject to a minimum of $2,000 and a maximum of $5,000 |
Above $60k | Admin fee of $2,000 + arbitrator's fees of 20% of the sum in dispute, subject to maximum of $50,000 |
Above $1,000,000 | Admin fee of $3,000 + arbitrator's fees of $50,000 plus 0.5% of the sum in dispute above $1,000,000 , subject to a fee cap of $100,000. |
General Note to Singapore Institute of Arbitrators’ Scheduled Fees
Note that there would be an increase of 20% where a full reasoned award is required. The above proceeds on the basis of awards with summary reasons only.
There would only be summary reasons for a claim up to $60,000.
Disputed sum** shall be the aggregate of the maximum amounts of both the Claim and the Counterclaim, if any. Where the amount of the sum in dispute is not quantifiable, the minimum amount of fees shall be paid as an initial deposit. The Arbitrator shall from time to time be entitled to estimate or attribute a value to the matters in dispute and where this is done, the amounts of deposits and fees payable shall be adjusted accordingly.
b. Singapore Institute of Surveyors & Valuers (SISV) Arbitration Fees
Disputed Amount*** | Arbitration Fees |
Up to $60k | Admin fee of $500 + arbitrator's fees of $1,000 |
$60,001 to $80,000 | Admin fee of $500 + arbitrator's fees of $3,000 |
$80,001 to $150,000 | Admin fee of $500 + arbitrator's fees of $5,000 |
$150,001 to $200,000 | Admin fee of $500 + arbitrator's fees of $6,500 |
Above $200k | Admin fee of $500 + arbitrator's fees of $6,500 plus [5%] of the amount above $200,000, subject to cap of $23,000 |
Up to $60k | Admin fee of $500 + arbitrator's fees of $3,500 |
$60,001 to $80,000 | Admin fee of $500 + arbitrator's fees of $5,000 |
$80,001 to $150,000 | Admin fee of $500 + arbitrator's fees of $7,500 |
$150,001 to $200,000 | Admin fee of $500 + arbitrator's fees of $8,500 |
Above $200,000 | Admin fee of $500 + arbitrator's fees of $8,500 plus [5%] of the amount above $200,000, subject to cap of $25,000 |
Other charges being the support services for and in connection with the hearing
Hearing room (SISV Dispute Resolution Centre) at $50 per hour
Transcription services
Translation and interpretation services
Out-of-pocket expenses
General Note to SISV's Scheduled Fees
Admin fee includes the services provided in respect of the appointment of a sole arbitrator, decisions on challenge of an arbitrator and general administration of the arbitration file.
***Disputed Amount for this purpose shall be the sum claimed in the Request or any Counterclaim, whichever is higher or, where no specified sum is claimed, the maximum value of the disputed amount of the subject matter shall be $60,000.
Prescribed dispute resolution centres rules and annexes/ forms
Approved mediation centres
Consumer Association of Singapore (CASE)
Singapore Institute of Surveyors & Valuers (SISV)
Singapore Mediation Centre (SMC)
Approved arbitration centres
Singapore Institute of Arbitrators
Singapore Institute of Surveyors & Valuers (SISV)
SISV Form A - Commencement of Arbitration and Claimant’s Statement of Claim (PDF, 102KB)
SISV Form B - Notification of Appointment of the Arbitrator (PDF, 50KB)
SISV Form C - Notice of objections to the appointment of the Arbitrator (PDF, 50KB)
SISV Form D - Respondent’s Statement of Defence and Counterclaim (PDF, 100KB)
SISV Form E - Claimant’s Statement of Reply to Defence and Counterclaim (PDF, 102KB)