Your Case is ours

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Your Case is ours

Watchdog stands firm on unjustified, opaque price hikes

Thursday • December 28, 2006

Letter from Yeo Guat Kwang
President Consumers Association of Singapore (Case)

I refer to the letters by Leong Sze Hian ("Price hikes and the role of the consumer watchdog", Dec 23) and Jeffrey Law Lee Beng ("A Case for the masses", Dec 27).

Case has asked consumers to report their concerns about Goods and Services Tax-related profiteering to the Committee Against Profiteering (CAP). CAP was set up by the Government to combat GST-related profiteering and it has the vested power to investigate such complaints. Case is an institutional member of CAP.

We understand that CAP investigated all complaints against retailers who use GST hikes as the reason to increase prices at the last GST adjustment. It is expected to do likewise in the coming increase.

Case was set up in 1971 when the prices of basic necessities were unstable and there was rampant profiteering. Our mission of protecting consumers' interests remains relevant today.

The writers asked if Case examines and speaks out on price increases, especially those relating to services provided by monopolies. They cited postage, public transport and electricity tariffs. Some of these services are already monitored and subjected to regular reviews by the authorities: Postage costs by the InfoComm Development Authority and public transport fares by the Public Transport Council. Electricity tariffs are determined by a formula that tracks the ups and downs of quarterly prices, depending on changing input costs, which primarily comprises oil.

Case watches all price increases closely. We are not against price adjustments by market forces per se; we believe businesses should be transparent and consumers given more information when prices are adjusted.

We have consistently called for transparency on pricing, such as our task force on transparency in hospital bills in 2004. We will continue to take a firm position on unjustified or non-transparent price increases.

Case has been an affiliate member of Consumers International since early 2004. Case is a non-profit, non-governmental organisation that draws on the strength of more than 200 volunteers who help us champion consumer issues.

Case serves consumers from all sectors of society. Besides handling individual complaints, we also conduct public talks to raise awareness of consumer problems.

Leadership is provided by the Central Committee of 19 elected members, including the president and vice-presidents. Six are institutional members with a union and cooperative background and the rest are individuals and professionals who volunteer their time. We welcome people from all walks of life to contribute their time and expertise to the consumer movement in Singapore.

Price hikes and the role of the consumer watchdog

TODAYonline
A well researched forum letter, consumerW is impressed...
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Price hikes and the role of the consumer watchdog

Weekend • December 23, 2006

Letter from Leong Sze Hian

I refer to the Consumers Association of Singapore's (Case) reply, "GST profiteering unethical" (Dec 15).

In response to concerns expressed in the media about price increases for essential items with the impending GST hike, Case has said that consumers can report to the Committee Against Profiteering (CAP). How many cases of profiteering have been determined by the CAP since its establishment in 2002?

The prices of various essential goods and services have gone up recently. For example, electricity tariffs have increased a few times, postage prices were raised, and both bus and MRT fares went up from Oct 1.

Does Case examine and speak out on such increases, especially when the services are provided by monopolies? I remember that it used to do so in the past.

In 2002, Case saw a walkout of members in a public clash of ideology and questions over what causes should be championed. The 13 members who resigned included lawyer Stephen Loke, who had chaired several committees within Case. That same year, Case spoke up against increases in public transport fares and called for the Government to monitor the impact of higher hospital fees.

In countries such as the United Kingdom, consumer associations are independent and free of any connection with the government.

Such independence is the case in almost every developed country in the world, because there may be inherent conflicts of interest — the interests of consumers may often be at odds with the goods and services provided or indirectly influenced by Government or government-linked companies.

One of the requirements to be a full member of Consumer International, the international association for consumer associations, is that they must be independent of party politics.

In Singapore, the president and vice-president of Case, as well as the chairperson of CaseTrust Advisory Council, are all Members of Parliament.

Housing, Food, and Transport the main bulk of household expenditure

hes.pdf (application/pdf Object)
The statistics show that these are the areas that need closer monitoring to ensure that consumers' costs of living are manageable.

BBC NEWS | Health | Mobiles 'cleared' of cancer risk

BBC NEWS | Health | Mobiles 'cleared' of cancer risk

Every little hurts

Comment is free: Every little hurts
Does it also happen in Singapore? That was the first reaction when consumerW first read the above article. With consumers asking for cheap prices, have we forgotten the consequences of that? Food for thought...

Consumer Watchdog Singapore (consumerW) Blacklist

Consumer Watchdog Singapore (consumerW) announces the start of a consolidated blacklist of errant companies in Singapore. This list is compiled from public domain sources, e.g. newspapers, statutory boards, etc.. The blacklist can be accessed on the website menu on the right of this webpage or here.

MAS releases findings from its review of switching of investment products

MAS :News Room, Press Releases
consumerW is glad that MAS is concerned about the unethical practices. However, the press release seems vague on how serious the situation is.

Fiat to fix 21,000 cars

Fiat to fix 21,000 cars
This recall affects right-hand drive cars...are Singapore versions affected also?

Small Claims Tribunals

A common question asked about the Small Claims Tribunals (SCT), is what type of disputes that can be brought to SCT.

Consumers can look at this comprehensive checklist.

Defra, UK - Environmental Protection - Recycling and waste

Defra, UK - Environmental Protection - Recycling and waste
Cool...regulations to prevent excessive packaging.

Telecommunications

IDA's guide to resolving disputes with Telecom Service Providers.

Consumers International - SC Asia project

Consumers International - SC Asia project
Consumers should not just think about how to protect their interests, but also consider the wider complications of globalisation. Sustainable consumption is the way to go.

Housing

consumerW will first concentrate on HDB purchases, and in particular, resale HDB flats, as these transactions are more often than not more prone to be problematic for consumers. See links below for more.

Buying A Resale Flat

Buy Flat on My Own or Engage a Housing Agent

Motoring

Useful links to check out for motoring issues

LTA
Vehicle Quota System (also known as COE)

one.motoring
LTA Information & Guidelines

Wonder how much profit the car dealer is making off a new car purchase? Check out the PDF file named "Detailed breakdown of car costs" located on the bottom of this page.

Enforcement Decisions

Enforcement Decisions

Before you buy/sign

consumer watchdog singapore (consumerW) [now known as consumer research singapore (sgCR)] will be launching a series of guides to help consumers get a fair deal when buying products or signing up for services. Prevention is always better than cure, and this will be the main aim of this website.

Besides looking through the guides for specific topics, there are some general things that consumers should take note when considering a purchase.

1. Know your consumer rights and responsibilities
2. Understand the terms and conditions, especially those in fine print
3. Make an informed choice, do some research first
   

New rules for purchase of new HDB flats

HDB InfoWEB : Financing Your Home (e-Financing) - HDB Housing Loan - Introduction
For consumers who wish to enjoy HDB's concessionary loan when purchasing a new HDB flat, they will have to produce an additional document, called a HDB Loan Eligibility (HLE) letter.

This new requirement will kick in from 1st January 2007.

According to HDB,
"This HLE letter must be obtained before committing to the purchase or transfer of a flat. This will provide prior information on your loan eligibility quantum and monthly instalment to ensure you are able to pay for your home and service the loan without overstretching your finances."

Consumers can apply for the HLE letter at this website.

KFC to slash menu's use of trans fat - Los Angeles Times

KFC to slash menu's use of trans fat - Los Angeles Times
Great news coming out of the US. Lets lobby for fast food companies to do the same in Singapore...

Renovation

Consumers can take a look at the external links below to get more tips about renovation.

HDB
Looking For A Renovation Contractor
Getting Approval For Your Renovation
HDB Renovation Guidelines

BCA Good Industry Practices
Ceramic Tiling
Marble & Granite Finishes
Waterproofing for Internal Wet Areas
Painting
Waterproofing for External Wall
Timber Flooring
Aluminium Window
Timber Doors
Wardrobes & Kitchen Cabinets

RADAC
Renovation Pointers
FAQs

Proposed Changes to Unsecured Credit Rules

MAS :News Room, Press Releases
Consumers can give their feedback regarding this proposal, in this public consultation. consumerW is currently studying the proposal, and will be sending in its comments.

Consumer Alert: Fraudulent emails using MAS's name

MAS :News Room, MAS Announcements
A new phishing scam that consumers (especially online banking users) should know more about.

IDA Enhances Number Portability Regime To Benefit Consumers

IDA Press Release

After IDA's recent clampdown on unsolicited SMS charges, together with an open letter (PDF) to the 3 telcos, clarifying on the issue of billing complaints and disputes, they seem to have earned another feather in the cap by annoucing the move towards a true number portability regime. consumerW supports this initiative, which will enable consumers to choose the best mobilephone subscription deal without having to change telephone numbers.

Links

Consumers in Singapore have many avenues to learn about consumer issues, and also how to resolve consumer disputes. Below is a list of them.

Consumers Association of Singapore
http://www.case.org.sg/

Small Claims Tribunals
http://www.smallclaims.gov.sg/

Financial Industry Disputes Resolution Centre
http://www.fidrec.com.sg/website/index.html

Monetary Authority of Singapore - Consumer page
http://www.mas.gov.sg/masmcm/bin/pt1Consumer_Portal_Latest_News.htm

Life Insurance Association - Consumer page
http://asp.lia.org.sg/GuideToLife.asp

National Association of Travel Agents Singapore
http://www.natas.org.sg/

Renovation and Decoration Advisory Centre
http://www.radac.org.sg/

Buyer Beware - 21st July 2006

Buyer Beware

A weekly look at what to watch out for in the world of consumers. Figures, case study and tips come from the Consumers Association of Singapore (Case).

The world of cars

116 No. of cases filed
(January to December 2005)

Top complaint

1. Misrepresentation

CASE STUDY

A car buyer paid a deposit on a new car and was assured by the sales staff verbally that a hire-purchase loan would definitely be approved. However, the loan application was rejected.

The vendor then told the buyer that he had to top up with cash or the transaction would be cancelled and he would lose his deposit. The buyer went to Case to get back his deposit.

OUTCOME

Case wrote to the car vendor without success. Case then proposed mediation which was successful.

CONSUMER TIPS

1. Put down important terms in writing to prevent potential disputes.

2. Know the latest laws applicable. Hire-purchase loans taken after Nov1, 2004, are subject to the amended Hire-Purchase Act. Check out the Ministry of Trade and Industry web-page of frequently asked questions at http://app.mti.gov.sg/default.asp?id =566.

3. The Association of Banks in Singapore (ABS) has a publications webpage, including a guide to car financing (http://www.abs.org.sg/publications.htm).

Timeshare

The top consumer complaint in Singapore over the years have been about timeshare.

Timeshare is defined as "any living accommodation, in Singapore or elsewhere, used or intended to be used (wholly or partly) for leisure purposes by a class of persons all of whom have rights to use, or participate in arrangements under which they may use, that accommodation or accommodation within a pool of accommodation to which that accommodation belongs" according to the definition in the Consumer Protection (Fair Trading) Act, also known as the CPFTA.

Under the CPFTA, consumers can cancel time share and direct sales contracts within a 3-day cooling off period (excluding Sat, Sun and public holidays). The Ministry of Trade and Industry has a FAQ on the CPFTA.

More information on the cancellation procedures can be found on this PDF file of the Consumer Protection (Fair Trading) (Cancellation of Contracts) Regulations.

Complaining Effectively

consumer watchdog singapore is currently finishing a guide to resolving consumer disputes in Singapore. In the meantime, consumers can refer to these 2 webpages (Consumers' Association of Canada, and Australian Consumers' Association) for a rough guide on how to complain effectively. Watch this space for the article for Singaporean consumers, coming up soon.

'Poor deal' for internet shoppers

http://news.bbc.co.uk/2/hi/business/5094730.stm

Buyer Beware

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June 2, 2006
Buyer Beware

A weekly look at what to watch out for in the world of retail. Figures, case study and tips come from the Consumers Association of Singapore

The world of travel

95 No. of cases filed (January to December 2005)

Top complaint

1. Unsatisfactory services

CASE STUDY

A consumer paid $6,000 for a travel package. He was told by the sales staff at the travel fair that the departure date could be confirmed within four days. A few days later, he was told by another staff member that the departure date cannot be confirmed until two weeks before departure. He asked Case to ask the company to honour the claims made in the first instance or allow termination with a full refund.

OUTCOME OF CASE

Case sent a letter on behalf of the consumer. The company eventually said the tour had to be cancelled due to insufficient numbers to make a group and a refund was made.

CONSUMER TIPS

1. Check that a travel company is licensed on the Singapore Tourism Board's website trust.visit singapore.com

2. Consider using accredited travel companies.

3. Put verbal agreements in writing.

4. Consider taking up travel insurance.

5. Get tips on travelling. The National Association of Travel Agents Singapore has a website http://www.natas.org.sg/HTML/TravellerTool_Travelling.asp that provides useful information.

Uniquely Singapore - List of Errant Retailers

Uniquely Singapore - List of Errant Retailers

Story Print Friendly

Story Print Friendly
May 26, 2006
Buyer beware

A weekly look at what to watch out for in the world of consumers. Figures, case study and tips come from the Consumers Association of Singapore (Case).

The world of cars

116 No. of cases filed (January to December 2005)

Top complaints

1. Misrepresentation

2. Failure to honour contract

CASE STUDY

A consumer signed a sales agreement with a car dealer to purchase a new car, and put down a deposit of $2,000. In the terms and conditions, it was stated that the deposit would be refunded if the hire-purchase loan was not approved.

The loan was eventually not approved but the company refused to refund the $2,000. The consumer approached Case to request the company to honour the terms of the agreement.

OUTCOME OF CASE

Case wrote in on behalf of the consumer and highlighted that the terms in the agreement clearly allowed the consumer to get a refund of the deposit paid if the hire-purchase loan was not approved.

The company agreed to refund the deposit.

CONSUMER TIPS

1. Know the procedures and policies involved in a car purchase. First, a certificate of entitlement (COE) has to be obtained; next a hire-purchase loan has to be obtained.

The Land Transport Authority (LTA) website (www.onemotoring .com.sg) provides information on procedures and policies - for example, how to bid for a COE.

2. Put verbal agreements in writing. As it is not easy to enforce verbal agreements, it is prudent to put it in writing - for example, free leather seats, delivery within one month, and so on - including refund arrangements if it is not mentioned in the contract.

3. Read the sales agreement. The Motor Traders Association (www.mta.org.sg/guide.htm) provides a checklist. For example, are the first year's road tax and insurance included in the price? How many free-service checks are included?

4. Do your sums before you sign. The LTA website mentioned above also provides a detailed breakdown of car costs, which enables consumers to calculate the profit mark-up of car dealers.

5. Do not sign blank forms. Signing of blank forms is akin to signing a blank cheque and it could result in fraudulent entries without you knowing it.

Buyer Beware

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May 5, 2006
Buyer Beware

A weekly look at what to watch out for in the world of telecommunications. Figures, case studies and tips come from the Consumers Association of Singapore (Case).

The world of Telecommunications

46 No. of cases filed (January to December 2005)

Top complaints

1. Unsatisfactory services

2. Redress

CASE STUDY

A consumer received his mobile phone bill, and discovered that he was charged for premium downloads, labelled as 'third party download'.

As the name of the third party content provider was not mentioned, he contacted his mobile phone service provider, who just gave him a number to call. But after several attempts, he was still not able to terminate the premium downloads, and was billed again for the next month.

He went to Case to ask for the charges to be waived, as he had not subscribed to the downloads.

OUTCOME OF CASE

Case wrote in on behalf of the consumer to the mobile phone service provider, which replied that although the third party content provider agreed to waive the amount charged, customers would normally need to contact the content provider directly in such scenarios. The consumer accepted the waiver.

CONSUMER TIPS

1. Monitor bills regularly. This is especially crucial if you pay by Giro, as payments are transferred automatically.

2. Request barring of 1900-numbers and five-digit premium SMS services. Some service providers offer a barring option. This prevents inexperienced users like young children or old folk from incurring high charges.

3. Learn how to terminate services. Most premium SMS services are unsubscribed by sending STOP to the five-digit number. Do not attempt to reply to SMS with a properly constructed sentence, as the computer system will not recognise the termination request.

4. Defer payment on the disputed third party portion of the bill. The mobile phone service provider should not demand that the subscriber pay the disputed charges while the investigation is ongoing.

5, Insist that the service provider assist if the third party content provider's address cannot be provided. Mobile phone service providers should assist to resolve the dispute as a contractual relationship exists between it and the consumer.

6. Keep copies of correspondence. Consider writing in via e-mail or post so that records can be kept.

7. Request for a detailed breakdown of records. If charges are being disputed, a detailed breakdown should be shown to verify the authenticity of the claims made.

Buyer beware

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April 28, 2006
Buyer beware

A weekly look at what to watch out for in the world of banking.

Figures, case studies and tips come from the Consumers Association of Singapore (Case).

The world of banking

16 No. of cases filed (January to December 2005)

Top complaints

1. Misrepresentation

2. Unsatisfactory service

# CASE STUDY

A retiree was persuaded to sign up for two accounts of $20,000 each. He was told that he would get a 10 per cent interest on the capital. He was not told what he was signing for and for how many years. He did get an interest payout of S$2,000 soon after. But he felt uncomfortable and approached Case for advice.

# OUTCOME OF CASE

The consumer had signed up for a 10-year equity-linked deposit. Though the consumer was illiterate in English and had no formal education, no needs analysis was conducted. Case wrote in on his behalf. The bank refunded the money without interest and without any admission as to liability.

# CONSUMER TIPS

1) Beware of hype.

2) Do not sign on the spot; get a second opinion if in doubt.

3) Read the fine print.

4) Most banks have a Quality Service Manager, who you should contact first. Case or the Financial Industry Disputes Resolution Centre would be the next step. The Monetary Authority of Singapore is responsible for the conduct of banks and wrongdoings should be reported to the MAS.

Buyer beware

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April 14, 2006
Buyer beware

A weekly look at what to watch out for in the world of retail. Figures, case studies and tips come from the Consumers Association of Singapore.

The world of mobile phones

51 No. of cases filed (January to December 2005)

Top complaints

1. Defective goods

2. Unsatisfactory service

CASE STUDY

A consumer bought a new mobile phone and found it was faulty. He sent it for servicing but after several repairs, it still did not function properly. On the last attempt, the manufacturer told him the phone was beyond repair, even though it was still within the warranty period. He then went to Case to get a one-to-one exchange of the phone, or a change to another of similar value.

OUTCOME OF CASE

Case wrote to the manufacturer on behalf of the consumer. The manufacturer told the consumer corrosion had been detected, which is not covered by the warranty. However, the manufacturer offered a one-to-one exchange for a new phone on a goodwill basis, if the consumer agreed to pay a top-up fee. The consumer agreed.

CONSUMER TIPS

1. Check the terms of the warranty before purchase. A common exclusion is moisture damage. These terms can be found on the websites of the various manufacturers, so consumers can read them before deciding which brand to choose.

2. Remember to follow instructions to ensure validity of the warranty. Some companies require certain procedures to be taken, for example, mail back the vendor's portion within 14 days, ensure the warranty card has the company stamp of the phone shop, produce receipts as proof of purchase during repair and so on.

3. Check that a warranty card is provided at the point of purchase. Export sets usually do not have a warranty card, and thus cannot be repaired at authorised service centres.

4. Resolve the issue progressively. Most companies will first try to repair the defective phone. Ask for a replacement only if the phone remains defective after several repairs.

Property firm in the dark till agent was jailed

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April 18, 2006
HOUSING LOAN SCAM
Property firm in the dark till agent was jailed
Errant agent kept closing deals even after police started probe; too late to pull out his ads

By Daryl Loo

A PROPERTY agent continued working and closing deals even after police began investigating him for his part in an elaborate scam.

In fact, ERA Singapore agent Syed Abdullah Alhamid's employer found out about his wrongdoing only after he was jailed last Thursday.

To make matters worse, his ads - asking others to join him as property agents - continued to appear in the Malay-language Berita Harian newspaper throughout the weekend.

Ads for two other property agents jailed on Thursday also appeared in Berita Harian, and its Sunday edition Berita Minggu, over the weekend.

Readers complained this gave the confusing impression that agents could still operate after they were convicted.

Syed Abdullah, 63, was jailed for a month and six other agents were jailed for one to nine months each for cheating and abetting cheating in 2003 and 2004.

They helped flat buyers get bank loans through fake employment documents. The buyers obtained more than $1 million in home loans.

But Maybank, one of the banks approached by the buyers, grew suspicious and alerted the authorities.

ERA assistant vice-president Eugene Lim said the company found out about Syed Abdullah's conviction only on Friday. It immediately suspended him.

The agency then informed Singapore Press Holdings (SPH) to pull out the ads from the Malay papers that night. SPH is also The Straits Times' publisher.

SPH's head of classified advertising, Ms Elsie Chua, said ERA had alerted it on Friday night, but those pages where the ads appeared had gone to print by then.

'However, we managed to pull out these ads for Monday,' she said.

Mr Lim said ERA would take steps to prevent such scams.

Industry experts say this exposed a lack of proper controls on property agents.

Mr Mohamed Ismail, CEO of PropNex, the biggest local property agency, acknowledged a problem: His agents were bound by contract not to engage in illegal activities but not compelled to inform the agency when they are being investigated for crimes.

One of the jailed agents, Mohammed Rusli Abdul Rahman, was with PropNex when he committed the crimes, but later joined ERA.

'This is something that we will fix,' Mr Ismail said.

But the Government should also act, he said, and require agents to be licensed. Currently, anyone can easily enter the profession, he said.

The authorities have always allowed the industry to regulate itself.

A voluntary accreditation scheme for agencies and agents was started last November.

About half of the estimated 10,000 agents here have signed up so far.

The chairman of the scheme's accreditation board, Dr Lim Lan Yuan, said one of the seven agents was accredited, and would likely be expelled.

But critics say the scheme still lacks bite as it is not compulsory. Dr Amy Khor, chairman of the Government Parliamentary Committee for National Development, said she would urge Parliament to make accreditation compulsory.

'There are obviously some big loopholes in the industry. But if the authorities can step in and make accreditation compulsory, it can act as a big deterrent,' she added.

darylloo@sph.com.sg

Charities sound alert after their logos appear on lucky draw tickets

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April 6, 2006
Charities sound alert after their logos appear on lucky draw tickets

By Theresa Tan

FIVE well-known charities are sounding the alert on a possible scam after seeing their logos reproduced on tickets to a lucky draw of which they were not even aware.

The logos of the Community Chest (ComChest), the Singapore Red Cross, the Salvation Army, the Society for the Prevention of Cruelty to Animals (SPCA) and the Singapore Children's Society, all appear on the company Great Concepts' 'Crack the Safe' National Lucky Draw tickets.

The troubling thing is, that they are not involved in the draw, nor had they even heard of it until tip-offs arrived via concerned and suspicious members of the public.

The draw offers a Chevrolet Aveo and $10,000 in cash as prizes.

Worried that people may take part in the lucky draw thinking they were helping the charities, ComChest, SPCA and the Singapore Red Cross went to the police last week.

The police told The Straits Times they were looking into the matter.

The charities say they have not been able to reach the people behind the draw for the past week.

The Straits Times also drew a blank. Staff at Great Concepts' Shaw Centre office, who appeared to be doing telemarketing, said the manager was out. By press-time last night, no one was available for comment.

An address in a Great Concepts mailer obtained by The Straits Times was found to be that of Oriental Travel, against which about 160 complaints were filed last year with the Consumers Association of Singapore, by people upset at how it was pushing the sale of memberships of a travel club.

The National Council of Social Service (NCSS), for which ComChest is the fund-raising arm, is concerned. Its chief, Mr Benedict Cheong, said: 'Community Chest is a known and trusted charity. If people misuse our good name or logo, we have to take action.'

The charities note that Great Concepts does not seem to be selling the tickets to raise funds. Instead, it is approaching people on the street and inviting them to take part in a survey, at the end of which they are given lucky draw tickets.

Participants - who do not have to pay anything - are informed by Great Concepts a few days later that they have won a prize in the draw.

But the catch is, that they have to sit through a two-hour 'presentation' in order to claim it, said the Red Cross, Salvation Army and ComChest, who have handled public queries on this matter.

The letter and lucky draw tickets state that unclaimed prizes are donated to charity, adding that an unclaimed Toyota Corolla has already gone to ComChest.

But ComChest knows of no such donation.

The SPCA has also smelled a rat: The logo on the tickets is not even the correct one, said spokesman Deirdre Moss. For one thing, it does not include Chinese characters.

Last year, 15 reports of donation scams were filed with the police. Seven arrests came from this.

And just last month, the Humanitarian Organisation for Migration Economics (Home) heard that two men were going around raising money for it. Home, which looks into the welfare of maids and foreign workers, said it had not asked anyone to raise funds.

theresat@sph.com.sg

Charities issue warning after lucky draw

Story Print Friendly
April 5, 2006
Charities issue warning after lucky draw

FIVE well-known charities on Wednesday warned of a possible scam after seeing their logos reproduced on tickets to a lucky draw of which they were not even aware.

The logos of the Community Chest (ComChest), the Singapore Red Cross, the Salvation Army, the Society for the Prevention of Cruelty to Animals (SPCA) and the Singapore Children's Society, all appear on the company Great Concepts' 'Crack the Safe' National Lucky Draw tickets.

The troubling thing is, that they are not involved in the draw, nor had they even heard of it until tip-offs arrived via concerned and suspicious members of the public.

The draw offers a Chevrolet Aveo and $10,000 in cash as prizes.

Worried that people may take part in the lucky draw thinking they were helping the charities, ComChest, SPCA and the Singapore Red Cross went to the police last week.

The police told The Straits Times they were looking into the matter.

The charities say they have not been able to reach the people behind the draw for the past week.

Multiple rates instead of 'prevailing board rate'

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April 5, 2006
Multiple rates instead of 'prevailing board rate'

I HAVE a similar experience with United Overseas Bank (UOB) as that described in the letter, 'Why do existing customers pay a higher 2nd-year rate?' (ST, March 31).

The interest rate for my housing loan was fixed for the first two years, followed by a floating rate pegged to 'UOB's prevailing board rate'. Since the floating rate took effect in August last year, I have had five 'board rate' increases totalling 1.25 per cent.

When I enquired as to why my 'prevailing board rate' was higher than the one currently published and offered to new customers, I was given the same explanation - that the cost of funds had gone up.

This may be the case, but it does not justify the bank charging me a higher board rate than that offered to new customers. If the bank failed to hedge its exposure to rising rates, it should not try to recover the higher cost by implementing a policy of multiple board rates, whereby existing customers are subjected to higher rates.

This policy of multiple board rates was not made known to me at the time I took up the mortgage, nor was it stated in the loan agreement. The agreement merely stated 'prevailing board rate'.

The meaning of 'prevailing board rate' is clear. I should be able to access the rate through a public channel, and it would be the current (prevailing) rate.

I was thus shocked that when I called the hotline to check the board rate, I had to furnish my account number to find out the rate applicable to my account. How can I be assured that this is indeed the rate applicable?

I signed a contract stating I would enjoy X per cent discount on the 'prevailing board rate', and I believed that the rate was a number that was published by the bank and is applicable to all housing-loan customers.

The reason one negotiates a discount to the board rate is so that one can lock in a position with regard to future rates.

If the bank can unilaterally decide on different 'prevailing board rates' for different customers, why bother negotiating at all? You would still end up paying whatever the bank decides.

Gan Li Lian (Mdm)

MOE doesn't endorse private schools

ST Forum

March 9, 2006
MOE doesn't endorse private schools

I THANK Mr John Tan Liang-Joo ('MOE-certified'. What does it really mean?'; ST, March 1), Mr Ken Tai Meng Kian ('MOE-registered' does not mean 'NIE-trained'; ST, March 6) and Mr Lau Chin Loong ('Check out private school before enrolling'; ST, March 6) for alerting members of the public to the checks they need to make before enrolling in private schools.

Under the Education Act, private schools have to be registered with the Ministry of Education (MOE) before they can operate. As part of the registration process, these schools have to comply with statutory requirements on building and fire safety, have an acceptable curriculum and the teachers have to have basic academic qualifications for the courses offered. MOE will permit suitable teachers to teach in private schools after checking that they possess educational qualifications beyond the levels proposed for them to teach, and that they have the knowledge related to the subject areas to be taught.

As the private education industry is a diverse and growing one, we agree with Mr Tai and Mr Lau that members of the public are encouraged to carry out checks on the schools, their facilities and teaching staff before signing up for their courses.

Registration with MOE is not tantamount to accreditation or endorsement of the quality of the private schools or their teaching staff.

We believe in letting the market decide on the quality and usefulness of the courses offered, and allowing the private education providers to work with agencies such as Spring Singapore and the Consumers Association of Singapore to ensure better standards and protect the interests of the students.

Lim Chee Hwee
Director, Higher Education
Ministry of Education

Shattered confidence in flat windows

TODAYonline

Shattered confidence in flat windows

Could ill-fitting components be behind Punggol windows prone to breakage?

Thursday • March 9, 2006

Cheow Xin Yi
xinyic@newstoday.com.sg

PUNGGOL resident Madam Sharon Lim and her neighbours didn't have to rush to change their window rivets to abide by the new safety regulations last year — their flats are only three years old.

But a nightmare on an early Sunday morning last month shattered the 31-year-old housewife's trust in the safety of her new windows.

A strong gust of wind had slammed her bedroom window shut, shattering the glass pane, sending glass splinters flying into the room and landing less than a metre away from where she was sleeping with her husband and her two young children.

"If the window grille was not there to prevent the sharp pieces from falling onto us, it might have caused serious injuries," she told Today.

While windows in her flat slamming shut due to strong winds is an inconvenience she has had to deal with regularly since she moved in three years ago, the incident shook her enough to call in the Housing Development Board (HDB) as well as four window contractors, asking for a price quote on replacing the glass, and to find out the cause of the shattering of the window.

It turns out that hers was not the first such case.

According to the HDB, there have been six similar cases in the past five years "due to strong winds" in Punggol. The window design complies with industry standards, it added.

Other residents in the area Today spoke to also complained that windows slamming shut is a common problem. Some have resorted to slotting papers, clothes pegs and even pillows between the windows' hinges or grilles to cushion the impact.

Mdm Lim, for one, had in the past asked HDB officers to check her windows regularly and tighten the rivets on the friction stay, but the problem of window slamming shut persists.

"I don't even open the windows except to air the kitchen for five minutes after cooking," said housewife Leslie Poh, 34, who lives in the same block as Mdm Lim.

Contractors Today spoke to said the likely cause was that the friction stay — the metal strip on which rivets are fitted to control the opening or closing of the window — was out of proportion to the windows.

"It could be that the windows are too big while the friction stay is too small, such that it cannot take the weight of a window or withstand the strength of the wind," said Mr Ng Thiam Teck, 46, an approved window contractor with 22 years of experience.

HDB has offered to reimburse the cost of Mrs Lim's float glass replacement for her broken window "as a goodwill gesture".

But this doesn't address the root of the problem, said Mdm Lim, who has collected the signature of 15 of her neighbours for a petition appealing to the Ministry of National Development to change their windows' friction stays.

"We have to live with the worry that such an incident will happen again," she said.

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