What can SAEA investigate?

SAEA is empowered to investigate and deal with any possible breach or infringement by an accredited agency/agent/salesperson of any requirement or provision under its Code of Ethics and Practice issued by SAEA from time to time.

How will SAEA deal with my complaint?

Opening a file
We will first make a preliminary assessment with all materials received. If your complaint falls within our jurisdiction and warrants further investigation, a complaint file will be opened and assigned to a duty officer. You will be notified in writing of the complaint reference number and the name of the duty officer in charged of the file.

Giving your version of events
You can send us a written statement detailing your version of events by email or fax. However, there may be occasions when seeking an audience in person at our office could facilitate the process of investigation, as ambiguities can be quickly clarified and relevant persons and documents can be more precisely identified.

All the information we receive will be treated in strict confidence. Please note, however, that if the investigation so warrants, we may inform the agent(s) or salesperson(s) who are being investigated and witness(es) of the subject matter, the full facts of the complaint, and the one who's making it.

Investigation
In the majority of cases, we set out the allegations made against the complainee(s) in writing and give the complainee(s) the opportunity to respond in person or in writing. We conduct interviews with witnesses and other related parties, do site visits as well as review relevant documents and materials.

We may also enlist the help of law enforcement agencies and other government authorities where necessary.

Results
After closure of our investigation, the duty officer will present the findings in a written report. If there is sufficient evidence to substantiate the allegation, SAEA’s Disciplinary Committee will conduct an inquiry hearing. Parties may also be advised on mediation as an avenue to resolve their disputes.

After completing the investigation and inquiry hearing (if held), both parties as well as IRAS will be notified in writing of the outcome.

Will SAEA investigate all complaints?

There are certain circumstances where a complaint may not be investigated; for eg. if the matter is outside our jurisdiction, if there is insufficient information to pursue the case, or if there has been a long lapse of time and the complainant is unable to recall details pertaining to the event and supply evidence or if the matter has already been settled (eg. payment of commission made prior to our intervention).

Can SAEA give legal advice on a civil dispute between an estate agent/salesperson and a complainant?

As an accreditation body charged with controlling the practice of accredited agents or salespersons, we should always maintain our neutrality and act within the ambit of our jurisdiction. It is therefore inappropriate for us to give legal advice to a complainant or an estate agent/salesperson on civil disputes.

Will SAEA refer my complaint to law enforcement agencies or other government authorities?

If your report or our investigation reveals possible commission of any crime or offence, we may refer the case to the police, or other appropriate government authorities for further investigation.

How will an investigation by other law enforcement agencies or court proceedings affect my complaint?

Where any matter substantially or closely related to the complaint is being investigated by other law enforcement agencies, or is being or about to be tried or litigated, we may defer our investigation of the complaint until the parallel investigations or judicial proceedings are over so as not to impose prejudice on the parallel investigation or judicial proceedings.

What happens if an inquiry hearing is held?

If there is an inquiry hearing, the case will be heard by the Disciplinary Committee. The complainant and the complainee may give evidence, as may their witnesses. The Disciplinary Committee may request any person to attend the inquiry hearing to give evidence.

If the Disciplinary Committee finds that your complaint is substantiated, it may exercise any of its disciplinary powers, namely admonishment, reprimand, suspension, explusion, imposing of demerit points to an accredited agency/agent/salesperson.

What happens if my complaint is substantiated? Will I get any compensation?

Any claim for damages caused by misconduct or breach of duty of accredited estate agent or salesperson is not within SAEA's jurisdiction and you should pursue it through legal proceedings yourself.

Can an accredited agency/agent/salesperson appeal against SAEA's decision?

Where disciplinary powers are exercised by the Disciplinary Committee against an accredited agency/agent/salesperson, the latter may appeal against the decision to SAEA’s Executive Committee.

Where can I get more information?

If you wish to know more, please EMAIL your enquiries to feedback@saea.org.sg