SINGAPORE: The Consumers Association of Singapore (CASE) and the Transport Authority (LTA) on Wednesday (Apr 1) launched a new CaseTrust accreditation scheme for car-sharing operators.
The scheme aims to raise service standards across the industry and address common consumer concerns such as proper vehicle maintenance, pricing transparency and dispute resolution, CASE and LTA said in a joint media release on Wednesday.
The CaseTrust-LTA Joint Accreditation Scheme for Car-Sharing Businesses (Silver) was developed by CASE in consultation with LTA and industry stakeholders.
The introduction of the scheme comes after 76.9 per cent of respondents in a CASE survey released in December expressed concern about the car-sharing sector.
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In 2025, 184 complaints were made to CASE against the car-sharing industry. Common complaints include alleged overcharging, lack of transparency in damage assessments and repair costs, and refunds that were delayed or not properly processed.
The CaseTrust accreditation scheme helps consumers make more informed choices by assessing good business practices such as transparent business policies and dispute resolution.
Businesses are not required to participate in the accreditation scheme.
The scheme has been introduced for a variety of industries, including renovation, motoring, spa and wellness as well as jewellery businesses.
The CaseTrust accreditation scheme will provide a framework to improve car-sharing services across four key areas – safety, roadworthiness and hygiene, pricing and membership renewals, liabilities for late return and damages, and dispute resolution.
Operators under the CaseTrust scheme will be 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.
Businesses must also 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.
Transparent rules on customer liability, including late returns, repair charges and excess payable will also be required. Operators must offer a collision damage waiver to provide users with a fair way to limit their financial exposure in the event of an accident.
On 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.
Car-sharing operators can apply for accreditation on the CaseTrust website.
The signing of the agreement for CaseTrust-LTA Joint Accreditation Scheme for car-sharing businesses. (Standing from left): CASE President Melvin Yong and LTA chief executive Ng Lang; (seated from left) CASE executive director Dexter Tay and Senior Group Director of Public Transport at LTA Yeo Teck Guan. (Photo: CASE)
CASE President Melvin Yong acknowledged that as the car-sharing sector grows, more consumer concerns, such as pre-existing vehicle defects and unclear maintenance, have emerged.
“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,” Mr Yong said.
“We encourage all operators to come on board, so that car sharing is not just affordable but also safe, reliable and transparent.”
LTA chief executive Ng Lang said: “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,” he added.
Car-sharing operators Car Lite, Drive Lah, GetGo Technologies and Tribecar welcomed the implementation of the scheme.
“The CaseTrust-LTA accreditation represents a milestone that will help shape a more trusted, responsible and future-ready mobility ecosystem,” said Drive Lah co-founder Dirk-Jan Ter Horst.
GetGo CEO Toh Ting Feng said: “This accreditation marks an important milestone in ensuring a trusted carsharing service, and we look forward to partnering closely with CaseTrust to establish car-sharing as a reliable and essential transport option for all users in Singapore.”
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The scheme aims to raise service standards across the industry and address common consumer concerns such as proper vehicle maintenance, pricing transparency and dispute resolution, CASE and LTA said in a joint media release on Wednesday.
The CaseTrust-LTA Joint Accreditation Scheme for Car-Sharing Businesses (Silver) was developed by CASE in consultation with LTA and industry stakeholders.
The introduction of the scheme comes after 76.9 per cent of respondents in a CASE survey released in December expressed concern about the car-sharing sector.
CNA Games
Show More Show Less
In 2025, 184 complaints were made to CASE against the car-sharing industry. Common complaints include alleged overcharging, lack of transparency in damage assessments and repair costs, and refunds that were delayed or not properly processed.
The CaseTrust accreditation scheme helps consumers make more informed choices by assessing good business practices such as transparent business policies and dispute resolution.
Businesses are not required to participate in the accreditation scheme.
The scheme has been introduced for a variety of industries, including renovation, motoring, spa and wellness as well as jewellery businesses.
The CaseTrust accreditation scheme will provide a framework to improve car-sharing services across four key areas – safety, roadworthiness and hygiene, pricing and membership renewals, liabilities for late return and damages, and dispute resolution.
Operators under the CaseTrust scheme will be 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.
Businesses must also 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.
Transparent rules on customer liability, including late returns, repair charges and excess payable will also be required. Operators must offer a collision damage waiver to provide users with a fair way to limit their financial exposure in the event of an accident.
On 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.
Car-sharing operators can apply for accreditation on the CaseTrust website.
The signing of the agreement for CaseTrust-LTA Joint Accreditation Scheme for car-sharing businesses. (Standing from left): CASE President Melvin Yong and LTA chief executive Ng Lang; (seated from left) CASE executive director Dexter Tay and Senior Group Director of Public Transport at LTA Yeo Teck Guan. (Photo: CASE)
CASE President Melvin Yong acknowledged that as the car-sharing sector grows, more consumer concerns, such as pre-existing vehicle defects and unclear maintenance, have emerged.
“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,” Mr Yong said.
“We encourage all operators to come on board, so that car sharing is not just affordable but also safe, reliable and transparent.”
LTA chief executive Ng Lang said: “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,” he added.
Car-sharing operators Car Lite, Drive Lah, GetGo Technologies and Tribecar welcomed the implementation of the scheme.
“The CaseTrust-LTA accreditation represents a milestone that will help shape a more trusted, responsible and future-ready mobility ecosystem,” said Drive Lah co-founder Dirk-Jan Ter Horst.
GetGo CEO Toh Ting Feng said: “This accreditation marks an important milestone in ensuring a trusted carsharing service, and we look forward to partnering closely with CaseTrust to establish car-sharing as a reliable and essential transport option for all users in Singapore.”
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