Consumers renting from accredited car-sharing operators will soon have greater assurance of well-maintained and roadworthy vehicles by looking for the CaseTrust mark. This follows the launch today of a new CaseTrust accreditation scheme for the car-sharing industry by the Consumers Association of Singapore (CASE) and the Land Transport Authority (LTA).
CaseTrust-LTA Accreditation Scheme for Car-Sharing Businesses
2. The CaseTrust-LTA Joint Accreditation Scheme for Car-Sharing Businesses (Silver) aims to raise service standards across the industry and address common consumer concerns such as proper vehicle maintenance, pricing transparency, and dispute resolution. Developed by CASE in consultation with LTA and industry stakeholders, the scheme provides a framework for improving car-sharing services across four key areas to address common consumer concerns.
I) Safety, roadworthiness and hygiene
Operators are required to keep detailed maintenance records for audits and ensure that every vehicle is serviced either every 10,000km or every six months, whichever comes first. Vehicles must also be safe, clean and properly inspected.
II) Pricing and membership renewals
Operators must disclose all prices and surcharges upfront. Membership subscriptions and renewals must follow an opt-in model, and operators should not charge renewal fees when user accounts are suspended.
III) Liabilities for late return and damages
Operators are required to provide transparent rules on customer liability, including late returns, repair charges, and excess payable. They must also offer a collision damage waiver, providing users with a fair way to limit their financial exposure in the event of an accident.
IV) Dispute resolution
Operators must acknowledge receipt of complaints within three working days and address the dispute within 21 working days of the consumer’s complaint, subject to operational considerations.
3. Car-sharing operators can apply for accreditation at https://www.case.org.sg/casetrust/accreditation-schemes-for-car-sharing-businesses.
4. Mr Ng Lang, Chief Executive, Land Transport Authority, said, “Car sharing supports our vision for a car-lite society by providing consumers with alternatives to owning a car, such as options for occasional use of a car. Through our collaboration with CASE, LTA has developed this accreditation scheme to set clearer safety and service standards, giving consumers confidence that their safety and interests are safeguarded. We will continue working closely with the car-sharing operators to strengthen these standards as more consumers embrace car sharing.”
5. Mr Melvin Yong, President, CASE, said, “With car ownership costs rising, more Singaporeans are turning to car sharing. But as the sector grows, we are also seeing more consumer concerns: like pre-existing vehicle defects and unclear maintenance. To address this, CASE has partnered with the Land Transport Authority and car-sharing operators to launch a new CaseTrust accreditation scheme. Accredited operators must meet strict maintenance standards, provide clear pricing, and resolve disputes promptly. This means greater peace of mind for consumers when they book a car. We encourage all operators to come on board, so that car sharing is not just affordable; but also safe, reliable, and transparent.”
Annex: Signing of Agreement, Complaints Received Against Car-Sharing Industry & Quotes from Industry Stakeholders
