New CaseTrust scheme aims to better standards of car-sharing firms; address consumer concerns
Sign up now: Get ST's newsletters delivered to your inbox
Participating operators that meet the standards will have the CaseTrust marks.
PHOTO: ST FILE
SINGAPORE – Car-sharing firms that opt to take part in a new accreditation scheme will be required to keep detailed maintenance records and ensure their fleets are serviced every 10,000km, or every six months, whichever comes first.
These are among the requirements set out by the Consumers Association of Singapore (CASE) and the Land Transport Authority (LTA) on April 1, to provide renters with “greater assurance of well-maintained and roadworthy vehicles”.
Operators that are accredited will display the CaseTrust mark, a certification designed to raise standards across the industry, while addressing consumer concerns across four areas.
The first area concerns safety, roadworthiness and hygiene.
To meet these expectations, car-sharing firms are required to maintain detailed records, ensure regular servicing, and keep vehicles clean and properly inspected.
On the financial front regarding cost and memberships, the operators must be transparent about all costs upfront. Subscriptions and membership renewals are to be on an opt-in basis, and suspended accounts should not be charged renewal fees.
Thirdly, information on customer liability must be clearly communicated and the operators must now provide waivers in the event of a collision to protect renters from unfair financial penalties.
Lastly, the process of dispute resolution, which has been a bugbear for consumers, is now subjected to a set of standards.
Operators will have to acknowledge receipt of a complaint within three working days and address the dispute within 21 working days, although this is subject to operational considerations.
In 2025, CASE received 184 complaints against the car-sharing industry, which, although lower than the 189 recorded in 2024, was higher than the 127 made in 2023.
Common complaints included claims of overcharging by car-sharing operators, a lack of transparency in damage assessments and repair costs, as well as refunds that were delayed or not processed properly.
Lauding the move were leaders from four car-sharing operators – Car Lite, Drive Lah, GetGo Technologies and Tribecar.
Mr Toh Ting Feng, the chief executive of GetGo Technologies, said: “This accreditation marks an important milestone in ensuring a trusted car-sharing 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.”
Drive Lah co-founder Dirk-Jan Ter Horst added that the accreditation scheme “will help shape a more trusted, responsible and future-ready mobility ecosystem”.
