Singapore Accredited Estate Agencies Limited
 
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Dispute Resolution

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.

 

Who may lodge a complaint?

Investigation of complaints against estate agents and salespersons is one of the important functions of the Singapore Accredited Estate Agents Ltd (SAEA) in enforcing standards of the accredited agencies/agents/salespersons and in enhancing the professional status of the same.

If you have reasons to believe that an accredited agent or a salesperson has not complied with any requirement or provision of SAEA’s Codes of Conduct & Practice (both codes are available at www.saea.org.sg), or has breached his duty as an estate agent, you may lodge a complaint with us.

Ways to set out the complaint

You may lodge your complaint in writing:
by email or postal mail with the Complaint Form duly completed and send it to:


The Manager
Feedback Section
Singapore Accredited Estate
Agencies Ltd
371 Beach Road #12-11
KeyPoint Singapore 199597

Office Hours:
Monday to Friday
9am to 12pm, 2pm to 6pm

Saturday, Sunday & Public Holidays - Closed

Your complaint may also be sent by fax at 62939919 or emailed to:
feedback@saea.org.sg
A non-refundable administrative fee of $30 must be made payable by cheque to SAEA Ltd before the complaint is processed.

What information and documents are required?


It is important that you complete the Complaint Form fully. Please provide us with copies of all relevant documents such as the Option To Purchase, Commission Agreement or the Agreement for Sale and Purchase or the likes of the property concerned. Your cooperation in providing us with the necessary information and documents will assist us in processing the complaint expeditiously.

Confidentiality
All information received by us will be treated in the STRICTEST CONFIDENCE. Please note however that we have to inform the estate agent or salesperson being investigated of the subject matter of the complaint, and by whom the complaint is made. Your personal information given in the complaint will be kept confidential and made available only to SAEA personnel handling your complaint or used for other lawful purposes.

Download Complaint Forms

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