It is recommended that disputes relating to estate agency practice should be resolved at the first instance between the parties concerned through discussion and negotiation. In situations when the dispute cannot be resolved, an agency dispute resolution procedure has been introduced for this purpose. There are two options available, namely Mediation and Adjudication.

With effect from 1 Jun 2010, SAEA shall refer mediation or adjudication cases to SISV in view of the collaboration between both organisations for dispute resolution services.

Types of Services

The primary dispute resolution services offered is mediation. However, other forms of dispute resolution such adjudication, arbitration and independent expert appraisal will also be available upon request. For the purpose of clarifying the various dispute resolution services, the following explanations are provided:

Mediation is a process whereby the mediator or co-mediators facilitate the negotiation between the disputing parties to arrive an amicable settlement without making any decision for them.

Adjudication is a process whereby adjudicator(s) listen to the disputing parties and examine evidence tendered to arrive at a decision for the parties.

Arbitration is a process whereby the arbitrator(s), after hearing evidence from the disputing parties, made a binding decision for the parties.

Independent expert appraisal is a process involving an independent person acceptable to both parties formulating an expert opinion on the matters in dispute. This process is non-binding. The purpose is to provide an objective and impartial assessment of the facts in a report. The parties may, however, agree before the appointment to accept the determination of the expert as final.

Nature of Disputes

The type of disputes specially handled at the SISV Mediation Centre relate to the various aspects of real estate agency work. They include the following:

• Matters relating to the appointment of the accredited estate agency or agent
• Matters relating to the non-performance or misconduct of the accredited estate agency or agent
• Matters relating to estate agency services except on issues of law and those cases pending court action
• Disputes between buyers and sellers, landlord and tenant, those between parties and accredited estate agency or agent, and those between accredited estate agencies or agents.