More consumers and businesses came forward for voluntary mediation by Case (Consumers Association of Singapore) last year.

Mediated cases increased from 125 in 2014 to 190 last year, up 52 per cent. The resolution rate edged up from 75.2 to 76.3 per cent, with S$438,121.25 being recouped from the process.

Case president Lim Biow Chuan says the rise in the number of mediation cases and slight increase in the resolution rate is encouraging because it shows that more consumers and businesses are willing to explore alternative dispute resolution.

Contractors topped the list for the number of cases last year (27), followed by the beauty industry (26) and the automobile industry (25). The previous year, automobiles topped the list (23 cases), followed by beauty (17) and contractors (17). The industry with the highest jump in the number of mediated cases was the electrical and electronics industry, where there were 11 more cases (18).

For the beauty industry, the complaints mainly involved pressure-selling tactics and requests for refunds because of the unsuitability of the treatment or lack of effectiveness of the treatment.

There were 17 complaints in the beauty industry, down from 26, six complaints about slimming, down from eight, and eight complaints about hair, down from 7.

Travel complaints rose from six to 17, and furniture complaints rose from five to eight. There were four complaints about computers, which did not make the top 10 list last year.

Case mediation is easier, inexpensive and faster than litigation. It is a more informal process, and any settlement is binding upon both parties. It offers a more flexible option for consumers and businesses, and each party can have a greater say in negotiations and more control over the outcome.