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How to Make a Complaint against Property Agent (Singapore)

First, you ought to know where to make a complaint if your property agent is behaving badly or unprofessional. You can either lodge a complaint to his/her company (which is lenient), or to the Council for Estate Agencies (CEA).

What is CEA?

CEA is a statutory board established under the Estate Agents Act Protected content administer the enhanced regulatory framework for the real estate agency industry. Commencing its operations from 22 October Protected content , CEA’s principal functions are to license the estate agents (referring to the estate agencies or the company) and register salespersons (referring to the property agents), promote the integrity and competence of estate agents and salespersons and engage in public education efforts to help consumers in property transactions.

So, how do you lodge a complaint to CEA?

a) In Writing

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

The Executive Director

Council for Estate Agencies

Licensing and Investigations Dept

490 Lorong 6, Toa Payoh

# Protected content , HDB Hub Biz 3 (Lift Lobby 1)

Singapore Protected content

or

Email: Protected content

or

Fax: Protected content

b) In Person

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

Monday to Friday: 8.30am to 5pm

c) By Telephone

You may call their toll-free hotline at Protected content . Your call will be attended to by their Customer Service Officer during operation hours.

Monday to Friday: 8.30am to 5pm

d) By Email

You may also email your feedback or enquiry to them at Protected content .

What information is required for your Complaint?

It is important that you give your full name as in NRIC or Passport, address and contact number. Please provide copies of all relevant documents such as the Estate Agency Agreement with the property agent concerned, the Tenancy Agreement and etc.

Your complaint must:

- Be specific

- Include the name and contact number of the property agent

- Contain a brief description of the complaint

- Explain clearly what you hope to be rectified

Please note that CEA may inform the company or property agent being investigated on the complaint details as well as the name of the complainant.

However, 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.

How the complaint being handled?

Preliminary Assessment

CEA will make a preliminary assessment of the complaint received. If your complaint falls within their 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

The investigation process may involve setting out the allegations made against the property agent concerned in writing and giving him/her 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.

CEA 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.

CEA 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.

The above information is from CEA website, which is Protected content

And please refer to it for more information.

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