Consumers

Am I eligible to file a Claim?

I am a consumer of a MIDReC member

My complaint is lodged less than one (1) year after vehicle handover

My claim against the MIDReC member does not exceed $50,000

The consumer’s
JOURNEY

Note: The handling of a submitted dispute
will take approximately 2 – 3 months,
with prompt cooperation from all parties.

Informing MIDReC

Submit Enquiry Form on website or call to make an appointment. (65) 6250 7150

Receiving MIDReC’s Response

A consumer complaint form* is provided by MIDReC (Note* The car dealer needs to be CaseTrust-SVTA accredited)

Submission of Dispute

S$30 Registration fee, in cash or cheque payable to “Motor Industry Disputes Resolution Centre Pte Ltd (MIDReC)” Completed consumer complaint form Copy of agreement / contract bearing the consumer and car dealer names

Mediation process

Note: The handling of a submitted dispute
will take approximately 2 – 3 months,
with prompt cooperation from all parties.

MIDReC attempts to investigate and resolve the dispute. – (14 days)

MIDReC recommendeds both parties to attempt mediation if there is no improvement. – (7 days)

MIDReC will coordinate a suitable Mediation Day – (14 advance days) for parties to meet up for the adjudication.

MIDReC appoints a Mediator and provides him/her all documented materials that are related to the dispute

Before Mediation:

1. Both Consumer and Member (including any witnesses) must be briefed on the Mediation Procedure
2. All parties (incl. Mediator) are to sign an Agreement to Mediation.

After Mediation:

All parties are to sign a Settlement Agreement if the dispute is resolved. They are given a physical hardcopy of it before leaving

If Not Succesful

In the event that the complaint cannot be resolved by the Case Manager, the involved Member will be informed and told to make a final attempt to resolve the matter, failing which the matter will be referred for adjudication.

Adjudication Process

A consumer submits a complaint form and a statement of defence is provided by the affected member.

Both parties cannot reach a mediation settlement.
– (1 month)

MIDReC recommends both parties to attempt adjudication if there is no improvement.
– (7 days)

Before Adjudication Hearing:Both Consumer and Member (including any witnesses) must be briefed on the Adjudication Procedure.
Adjudication Confidentiality Agreement must be signed by Nominee or Witness (if any)
All parties are to sign anAgreement to Adjudication.

MIDReC appoints the Adjudicator/s and provides him/her all documented materials that are related to the dispute.

After Adjudication Hearing:
A written Adjudicator Decision is provided by the MIDReC Adjudicator.
If the consumer agrees with the decision, he or she must sign it to confirm acceptance.
All parties will be issued a copy of this written decision.