CaseTrust

Frequently Asked Questions about CaseTrust

General
CaseTrust and Businesses
CaseTrust for Education
CaseTrust for Employment Agencies (Foreign Domestic Workers)

General

1. What is CaseTrust?
Answer: CaseTrust is the accreditation scheme of CASE that identifies businesses that has good business practice and fair-trading.

2. Do you have a blacklist of companies?
Answer: CaseTrust does not maintain a blacklisted list of companies. However, we may have to act on the directives from the relevant authority for the awarding of accreditation.

3. I want to complaint against a CaseTrusted company.
Answer: For assistance on disputes pertaining CaseTrust accredited companies, consumer may come to CASE to lodge a complaint or submit online and sign up as CASE member. If consumer just wish to put on record & doesn't require CASE to follow-up on their case, they may write-in feedback to casetrust@case.org.sg. CaseTrust will take such feedback into consideration during the accredited company's next assessment.

4. How can I identify whether a company is CaseTrusted?
Answer: Simply look out for the CaseTrust decal at the glass door of the company. Alternatively, you can also visit our website at www.casetrust.org.sg.

5. What measures have been put in place to safe guard me, as a consumer?
Answer: During CaseTrust assessment, all the company’s documentation has been thoroughly checked and unfair trading practices are removed. They are also required to put in place a dispute resolution mechanism to commit to resolving the dispute.

CaseTrust and Businesses

6. What benefits will I gain if I am CaseTrusted?
Answer: The benefits are:
· Greater exposure as CaseTrusted PEOs are publicised in the CASE website and featured in our annual reports/consumer magazines from time to time.
· Gain immediate recognition by consumers as a school they can trust.
· Ride onto free publicity programmes by CASE and other relevant Singapore government agencies.
· Educational programmes such as seminars on the Consumer Protection (Fair Trading) Act.
· Availability of mediation facilities at CASE Mediation Centre to resolve disputes at a low cost.
· Join well-known companies like Brother International, Cold Storage, SISTIC & Far East Flora who are members of CaseTrust.

7. I am a new Employment Agency/PEO. Will I be able to attain CaseTrust?
Answer: Obtaining CaseTrust accreditation is not as difficult as some may think it is. The most important is to have a well-planned and well-documented business system. In fact, by going through the CaseTrust accreditation, your company is given a structure to follow and to have systems in place to instill consumer confidence. This is actually a fundamental business concept.

8. OK, my company is interested to apply for CaseTrust. What is the procedure to apply?
Answer: You can download a set of the Information Kit from our website at www.casetrust.org.sg. The Application Form can be found in the infokit. Fill in the Application Form and submit it together with $120 Application Fee. The criteria checklist will be sent to you for preparation of documents upon receipt of the form and fee. Upon receipt of your supporting documents for assessment and full assessment fee, we will then send it to assessor for assessment (i.e. audit). The fee structure can be found in the Information Kit too.

9. How much is the fee?
Answer: You may refer to the information kit that you can download on our website for more details of the fees. Application fee is $120, full assessment fee depends on the size of the company.

10. Whoa, so much documentation is required... We are totally inexperienced in this. Is there anyone that can help us?
Answer: We have a panel of Consultancy firms which are able to help you in preparing your document. You can download the list from our website. Please note that engaging Consultancy firms are totally voluntarily.

11. Who can we approach if we have further queries?
Answer: Our friendly CaseTrust Executives will be able to assist you. The department's contact details are listed on CASE website http://www.case.org.sg/contact.php

12. Who conducts the assessment? Are they fair?
Answer: CASE maintains a pool of professional and independent assessors to conduct assessments under the CaseTrust scheme. This will ensure that assessments and audits are neutral and not prejudiced.

13. Should a company be unsuccessful in their 1st attempt to apply for CaseTrust, when can they reapply again?
Answer: It's dependent on Company's readiness to close the gaps highlighted during earlier assessment.

14. We are successfully CaseTrusted! Can we use the logo on all our branches and subsidiaries?
Answer: As long as the branches are not registered with ACRA (f.k.a Registry of Companies & Businesses) under a different company name, they will enjoy the CaseTrust status. However, the CaseTrust status is not transferable to other trading schools/companies owned by the same holding company within the group. If you own other registered businesses that would like to enjoy the CaseTrust benefits, kindly submit another CaseTrust application as a separate entity.

15. I am a CaseTrusted company. How will CaseTrust assist me if I have a complaint by consumer?
Answer: If you have exhausted all avenues on your side to resolve the problem, you can refer the consumer to CASE. CASE has a Mediation Centre which has a pool of mediation volunteers who will assist in achieving a win-win situation for both parties. CASE Mediation Centre has an 80% success rate which shows how effective it is as a dispute resolution mechanism.

16. Why is it that our school/employment agency has obtained the accreditation but our school/employment agency name is not reflected in the website?
Answer: Upon receiving our License Agreement, you need to duly sign one copy and return it to our office. Once we received the copy of the signed License Agreement, we will then list your school on our website.

CaseTrust for Education

17. How do I know if my school is considered a Private Education Organisation (PEO)?
Answer: Your school is considered as a PEO if your school don't fall under any of the following categories:
a.    Government educational institutions like the NUS, NTU, all the polytechnics, JCs, ITE and public schools
b.    Foreign system school e.g Japanese School, American School
c.    EDB sponsored programme leading to post graduate programme.

18. How do I know whether my private school need to apply for CaseTrust for Education?
Answer: If you intend to enrol international students, you will need to have CaseTrust for Education accreditation status before being able to offer placement for international students.

19. Is it necessary for us to register for CaseTrust for Education as we are a very small school catering to local students training to be childcare care and preschool workers. Pls advise?
Answer: If your school is only providing courses for local students, it's voluntary for your school to join the CaseTrust for Education scheme. However, if you intend to extend the enrollment to include also foreign students in the future, then it's mandatory to obtain the CaseTrust for Education mark.

20. Do Childcare Centres & Kindergartens need to apply for CaseTrust?
Answer: No, because this industry is regulated by the government. All regulated childcare centres and kindergartens are not required to obtain the CaseTrust for Education. However, provided the centres and kindergartens have the following (2) CONDITIONS :- 1) The centres and kindergartens must be licensed by Ministry of Community Development (MCYS) or Ministry of Education (MOE) 2) The centres and kindergartens must have put in place the Student Protection Scheme (SPS)

21. Are Religious Schools exempted from CaseTrust for Education? My seminary doesn't collect fees at all but enrols foreign students by the calling of god.
Answer: Yes, schools of religious nature are exempted from CaseTrust subjected to terms and conditions. Please contact us for details.

22. Does my school need to apply for CaseTrust for Education if I am already SQC-certified?
Answer: Yes, if your school has/intends to enrol new international students. If you have attained the general SQC award, you'll still need to comply with all the CaseTrust criteria.

23. Will SPRING Singapore continue to certify PEOs for SQC for PEOs?
Answer: Yes, SPRING will continue to certify organisations for SQC for PEOs, but the PEO must be CaseTrusted. The SQC for PEO scheme serves a different purpose compared to CaseTrust for Education. It helps PEOs put in place sound management systems and processes to improve their performance and attain business excellence. Whereas CaseTrust looks at PEO's interface with consumers, such as good business practices and dispute resolution processes.

24. Can I amend clauses in the Standard Student Contract? Why is there an additional vetting fee if a PEO wishes to use its own student contract (ie. CASE-Approved Student Contract) as an alternative to the Standard Student Contract?
Answer: Yes, the CaseTrust for Education scheme allows a PEO to apply to CASE to offer its existing student contracts as an alternative to the Standard Student Contract. Vetting fees may be chargeable depending on the extent of changes being made. This is to ensure it satisfies the essential requirements of the Standard Student Contract. We will let you know the exact amount of vetting fees payable and process with the vetting only upon your approval. Payment of vetting fees must be made before CASE process vetting of your amended contract.

25. Would the training of academic staff or course contents be assessed in obtaining CaseTrust?
Answer: CaseTrust scope of assessment is mainly on transparency of business practices, it's not an academic accreditation which assess course content & quality of lecturers.

26. Is the CASE-PEO Agreement available online?
Answer: The agreement is available on CASE website.

27. How should the GST component be handled after Insurance/Escrow is in
place?
Answer: Since the GST amount is payable by students, it will form part of the course/tuition fee which should be covered by Escrow/Insurance and subsequently be disbursed to the school.

28. Does the Student Standard Contract come in the Chinese language as well?
Answer: Translated Student Standard Contract & Escrow Agreements in Chinese, Vietnamese and Bahasa Indonesia is available at CASE website for downloading. PEOs are to note that the Student Standard Contract must be executed in the English language because in the event of a dispute, the English version will prevail over any other versions in Singapore Courts.

29. Must the CASE-Approved Student Contract be translated as well?
Answer: Yes, if the PEO is recruiting students who may not understand English. All translations will have to be carried out centrally through CASE & EDB to minimize inconsistencies in the same language. The PEO will bear the cost of such a translation. PEOs may send in such application through CASE.

30. What is Student Protection Scheme?
Answer: Before applying for CaseTrust PEOs must put in place SPS for their students. Student Protection Scheme comes in two forms: (1) Student Tuition Fee Account STFA (Escrow) (2) Student Tuition Fee Insurance (STFI).

31. How can my school obtain SPS?
Answer: Enquiry on Student Tuition Fee Account (Escrow) can contact DBS or HSBC. Enquiry on Student Tuition Fee Insurance can contact Aegis Insurance Services (Administration Agency for NTUC Income). Details of their contact info is available at here

32. I am a foreign student. How do the Student Protection Scheme and the Standard Student Contract help in protecting me?
Answer: By having the Student Protection Scheme in place, the school fees payable are save guarded such that in the event that the school closes down, the remaining unused portion of the fees can be returned to the student. The Standard Student Contract was crafted to create a standard document with all the terms and conditions with regards to the fees and other administration issues are explicitly stated. As this is a legal binding document, both the student and the Private Education Organisation will have to abide by the terms.

33. I am a local student. Do I really need to opt-in for the Student Protection Scheme?
Answer: Local students are not compulsory to opt-in to the Scheme but is highly encouraged.

CaseTrust for Employment Agencies (Foreign Domestic Workers)

34. Please explain the purpose of the Standard Service Contract and the Standard Employment Contract?
Answer: The Standard Employment Contract is the contract signed between the employer and the foreign domestic worker. This is to clearly define the scope of work, salary and benefits such as day-off. The Standard Service Contract is between the employer and the Employment Agencies. This contract covers the cost and other requirements.Both contracts can be used to specify the duties and obligations of the employer, the employment agencies and the foreign domestic worker in the event there are disputes.