Mediation is a voluntary process to resolve consumer-to-business disputes. Mediation can occur when negotiations between the consumer and business have come to a halt. With the help of CASE mediators, we hope to achieve a win-win situation for all the parties involved.

Our mediation service is certified by the Singapore International Mediation Institute (SIMI). Being certified as a SIMI Registered Service Provider (RSP) means that our mediation processes (including the manner in which mediators are appointed) have met independently set standards. It also marks our professionalism in providing mediation services.

Our resolution rate for mediation is approximately 70%.

CASE Mediation Centre

CASE Mediation


CASE invite both parties for mediation

  • Upon the case reaching a deadlock or
  • When both parties are agreeable to come forward for mediation
  • Note: Mediation is purely on invitational basis


Fees collection and pre mediation scheduling

  • Collection of mediation fees from both parties.
  • Receipts will be sent to both parties to confirm that payment has been made.


During the actual mediation session

  • The main parties involved attend the mediation.
  • A settlement agreement will be signed and given to both parties once a settlement has reached.


What if during mediation, there is no settlement

  • For all mediation cases, after the mediation session, the officer in-charge will re-assess the case and either continue with correspondences or
  • Recommend other feasible alternatives.

What are the benefits of
undergoing mediation?

  • During mediation, both parties have full opportunity to put forward their side of the story. Both parties are able to understand both sides of the coin with inclusion of mediators’ suggestions.
  • Mediation allows both parties to resolve the matter through the facilitation of a mediator.
  • The mediator, unlike a judge, does not make decisions on the disputes in any way.
  • There is informed decision making on the terms of settlement with the facilitation of the mediators.
  • Mediation sessions tend to be less stressful to both parties and, at times, are friendly conversations and clarifications.
  • In mediation, there is no right or wrong or winning party or losing party. It is a win-win situation.
  • If the consumer who has a dispute with a CaseTrust accredited business requests for mediation at CASE Mediation Centre, the CaseTrust accredited business must attend the mediation session arranged by CASE.

Our Accredited Mediators

As of 20 May 2022, our Mediation Centre has 113 mediators trained by CASE, with some mediators being accredited by SIMI. The subset of mediators who have been accredited by SIMI have met the independently set standards and are able to operate as dispute resolution professionals.

Mediation - Frequently Asked Questions

How is the mediation date scheduled?

Our mediation team will schedule a suitable date after contacting all parties. A letter of confirmation will be sent to all parties at least a week before the mediation date.

How long is each mediation session?
Each session is 2 hours long.
What are the charges involved?
A small administrative fee will be charged to both parties. The fee schedule for mediation can be found below. Our officers will also advise on the mediation fees when inviting parties to mediation.

(*Mediation charges for CaseTrust accredited business will be borne by the CaseTrust Department.)

Fee Schedule For Mediation – All Industries Except Real Estate

Claim RangeMemberNon-MemberCaseTrust BusinessNon CaseTrust Business
Below 5,00016.3538.1532.7038.15
5,001 – 10,00016.3554.5049.0554.50
10,001 – 20,00027.2510998.10109
20,001 – 30,000136.25218196.20218
30,001 – 40,000245.25327272.50327
Above 40,000354.25436381.50436

Fee Schedule For Mediation – Real Estate

Claim RangeMemberNon-Member 
Below 5,00038.1587.2087.20
5,001 – 10,00038.1587.2087.20
10,001 – 20,00054.50130.80130.80
20,001 – 30,000136.25218218
30,001 – 40,000245.25327327
Above 40,000354.25436436


All prices are inclusive of 9% GST, with effect from 1 January 2024.
For further clarification please contact any CASE officer regarding the above fees.