Académique Documents
Professionnel Documents
Culture Documents
Accreditation
Scheme
Information &
Application Kit
Webfront
03 December 2013
CaseTrust Department
Criteria
A1. My Webfront business policy should offer goods and services of satisfactory
quality as defined in the Sales of Goods Act S14(2)
A2. My business clearly declares the terms and conditions of any warranties or service
guarantees to protect customers against product defects and non performance
A3. My business has an exchange and refund policy clearly stipulating the time frame
and conditions for any exchanges and refund
A4. My business clearly states the terms and conditions for cancellation of transactions
A5. My business has a policy clearly committing to display the discounted prices
A6. My business clearly states the payment methods and channels available to
customers
A7. My business is committed to avoidance of over or under-charging.
My business clearly and legibly indicate prices that reflect total amount inclusive/
exclusive of GST or other charges and the type of currency used
A8. My business clearly states any delivery and shipping charges incurred
A9. My business clearly states any additional charges for extra services such as
alterations, repairs, gift-wrapping and express delivery
Security
A10. My business has a set of information security policies governing the operations of
our electronic commerce business which include the security, integrity and
confidentiality of information transmitted through the web-site.
A11. My business is committed to maintaining the confidentiality of customer data and
has implemented procedure to protect personal data.
Should personal data be transferred to someone other than authorised company
staff, my business ensures that it is compliant with the data security and privacy
principles. In such cases, customers consent will be obtained.
A12. My business has a policy on unsolicited email by giving the opt in option for
those customers who wish to be in their circulation list.
A13. My business has a policy not to tamper with customers browsers or computers
without obtaining prior permission.
03 December 2013
CaseTrust Department
Criteria
A14. My business has appointed a CIO or equivalent who is responsible to:
Security
a. establish and keep up-to-date policies and procedures to protect personal data;
b. prepare impact assessments of both current and proposed information system,
where appropriate
c. educate employees of my business
d. provide relevant and accessible information to explain policy and procedures
relating to security of customer data.
B. COMMUNICATIONS
Area
External
Communication
Criteria
B1. My business provides effective mode(s) of communication for external customers.
This should include all relevant content and information on the transaction that have
to be completely represented in other languages when My businesss Website has
included other languages.
B2. My business has a system in place to inform CASE in writing of any change in the
ownership of the business, Management Representative, addition of branches,
change of business contacts etc.
B3. My business has sufficient contact details and information on the website
B4. Accuracy of Information
My businesss merchandise/services are accurately described and portrayed by the
company in all on-line marketing communications
B5. Adequacy of Information
My businesss on-line marketing communications includes accurate details on
prices, quality, availability and terms of sales or business, where appropriate
Advertising and
Promotion
03 December 2013
CaseTrust Department
Criteria
C1. My business provides an on-line ordering system for customers that includes full
information to enable customers to complete the transaction efficiently and
without difficulty
C2. My business provides an ordering mechanism that allows customers to review
their purchase decision before confirming the transaction
Electronic
Transactions
C8. My business only charges the transaction to the customer upon confirmation of
availability and ability to fulfil delivery
C9. Delivery
a. My business provides delivery forms
b. The delivery forms reflect full detailed information. My business should obtain
customers signature acknowledging receipt of delivery. A copy of the delivery
form should be submitted to the customer for retention
c. My business keeps customers updated on the status of their deliveries should the
need arises
After Sales
03 December 2013
CaseTrust Department
Criteria
C11. Cancellation of Orders
a.
My business has complete delivery of goods and services within time frame
stipulated. Otherwise we should refund customers for any purchases made or
immediately offer customers the option of a refund or later date of delivery
b.
Feedback
Management
Information Security
Security of Payment
Availability and
Accessibility of OnLine Information
03 December 2013
CaseTrust Department
Criteria
C24. My business has the log, report and regular reviews of all the security activities
and any breach or attempted breach of security to avoid recurring incidents
Monitoring Security
Privacy
C30. My business provides customers with clear and accessible information on the
way in which their data are retained and used
C31. My business provides and allows customers to have access to their personal
data, to correct and update the information that is stored in the system.
C32. My business ensures that personal information is not kept longer than
necessary
C33. My business has a system to keep all customers particulars (in particular email
addresses) confidential. Such information should not be disclosed to other
parties without prior consent from the customers
C34. My business does not send unsolicited email to customers without prior
permission and to provide an option to discontinue the receipt of unsolicited
emails.
C35. My business does not engage or tamper with customers browsers and
computers without obtaining prior permission
C36. My business recognises that children should be treated differently from adults
and any communication targeted at children should be appropriate and nonexploitative
Protection of Minors
and the Elderly
C37. My business limits the information collected from children and protects the
confidentiality of the information
C38. My business only accepts orders from children after obtaining verified consent
from parents
C39. My business takes into account the level of sophistication of the elderly and
ensure that communication targeted at the elderly is appropriate, easily
understood and non-exploitative
03 December 2013
CaseTrust Department
Criteria
C40. My business has a system for ensuring the quality of products and services
offered for sales. Goods and services offered should be fit for purpose and not
past the expiry date
C41. My business engages in practices and communications that create truthful and
trustworthy impression of ownership or relationship with intellectual property,
so authorized by the intellectual property owner
D. PERSONNEL
Area
Criteria
D1. My business ensures customer support and service staff do not practice any
unethical sales tactics by providing sales ethics induction training.
Performance
D2. My business respects the privacy of customers and does not jeopardise the
integrity of my businesss information security policy
D3. My business provide training to ensure that the staff are able to provide
accurate, timely and comprehensive product and service information to
customers
Knowledge
03 December 2013
D4. My business has a policy to ensure that the relevant staff are trained in
information security and security systems
CaseTrust Department
Step 1:
Step 2:
Step 3:
v Conduct selfassessment
v Request list of
consultants if
assistance
needed to
prepare for
assessment
Step 4:
Step 5:
Assessment
Note: Time taken for application and assessment depends on how complete and how early forms &
docs are sent in to CaseTrust. The process would take between 2 - 4 months to complete.
03 December 2013
CaseTrust Department
8
Step 1:
Step 2:
Step 3:
Step 4:
v
v
v
v
Note:
03 December 2013
CaseTrust Department
9
WEBFRONT
Type of Fee
Medium Business:
$15M < Sales
Turnover > $1M
Large Business:
Sales Turnover >
$15M
CaseTrust Basic:
Application Fee
S$214
S$214
S$214
CaseTrust Basic:
*Full Assessment
S$1,177
S$1,177
S$1,177
Interim Assessment
S$588.50
S$588.50
S$588.50
CaseTrust Basic:
Annual Management Fee
S$642
S$642
S$642
IMPORTANT NOTES:
1. Fees are inclusive of the prevailing GST rate and are subject to change, depending on economic
situation and discretion of the CaseTrust Department.
2. Application Fee and Full Assessment Fee, where applicable, is to be paid in advance.
3. Applicant must go through the full assessment first, and the interim assessment after 2 years.
4. If the applicant does not pass the assessment, it must pay a re-assessment fee equivalent to the full
assessment fee.
5. The annual management fee is payable only after the applicant clears the assessment process.
6. The application will be considered NULL & VOID, with the applicant considered to have failed
the assessment if
a. Documents for assessment are not submitted within 6 months from date of
application.
b. The applicant failed to obtain CaseTrust within the period of 1 year.
7. Below are the cancellation fees in the event the CaseTrust applicant cancels application under the
following circumstances:
a) Application Fee is strictly non-refundable.
b) Assessment Fees are refundable if withdrawal request is made within 14 days after
the submission of your application.
c) If withdrawal request is made at least 3 days before commencement of Site
Assessment, 50% of the Assessment Fees will be refundable.
d) Assessment Fees are strictly non-refundable if withdrawal request is made within the
3 days before Site Assessment.
03 December 2013
CaseTrust Department
10
Type of Fee
Application fee
Year 1
Year 2
Year 3
Year 4
$1,177
$214
Grand Total
Assessment fee
Full
Interim
$588.50
Membership fee
$642
$642
$642
$642
$2,033
$642
$1230.50
$642
Total
Illustration 1:
$4,547.50
03 December 2013
CaseTrust Department
11
Greater Exposure. CaseTrust has stepped up its publicity efforts for its members:
Media Coverage through Press Releases & Advertisements
Free listing on st701.com
CASE fortnightly electronic newsletter C@SEBites
CASE quarterly magazine "The Consumer"
Listed on CaseTrust website www.casetrust.org.sg
Prepares merchants for the Consumer Protection (Fair Trading) Act, thereby having
a Competitive Edge over non-accredited businesses.
03 December 2013
CaseTrust Department
12
2.
The Applicant must not have five (5) or more complaints lodged
against it with breaches of the Consumer Protection Fair Trading
Act (CPFTA), and must have a clean track record with CASE and
relevant Authorities (within a period of 12 months before the
date of application) in order to qualify for the accreditation
scheme.
3.
(a)
(b)
(c)
4.
5.
6.
03 December 2013
13
CaseTrust Department
7.
Membership Details
8.
9.
Standards
10.
11.
12.
13.
03 December 2013
14
CaseTrust Department
Condition Precedent
14.
Audit/Investigation
15.
16.
17.
Termination
18.
19.
03 December 2013
15
CaseTrust Department
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03 December 2013
16
CaseTrust Department
CaseTrust Basic
CaseTrust Gold
Fax:
Website:
Email:
Contact Particulars
Name & Title of Organisation Head:
Name & Title of Contact Person for CaseTrust:
Tel:
Fax:
Email:
03 December 2013
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CaseTrust Department
Size of Business:
Small Sales Turnover less than S$1M and Non-GST Registered
Medium Sales Turnover between S$1M & S$15M
Large Sales Turnover more than S$15M
Type of Owner:
Wholly Local
Wholly Foreign, Country: _____________________
Foreign/Local Joint Venture
Foreign Country: ___________________
Foreign Equity (%): _________________
Nature of Business:
Department Store
Department Store cum Supermarket
Supermarket
Mini-mart
Confectionery & Biscuits
General Provision Store
Food, Beverages & Tobacco
Pharmacy/Drug Store
Cosmetics/Toiletries
Textiles
Household Electrical Appliances
Hotelier
Banking
Renovation/Contractor
03 December 2013
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Jeweller
Sporting & Athletic Goods
Gifts/Handicrafts/Hobbies
Telecommunications Equipment
Books, Magazines & Stationery (including
News Vendor)
Optical Store
Watches & Clocks
Spas
Travel Agents
Employment Agencies for Foreign
Domestic Workers
Service Providers
Type: ___________________
Others, please specify __________________
CaseTrust Department
Server Particulars:
Physical Location of Server & Address:
Name of company hosting your server:
Contact person at company hosting your server:
Tel & Fax:
Email:
Fax:
Email:
Number of outlets
Total no. of Staff:
03 December 2013
19
CaseTrust Department
Declaration
I / We declare that:
i.
ii.
Name / Title:
____________________________________
Date:
____________________________________
Company Stamp:
_____________________________________
03 December 2013
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CaseTrust Department
Fax:
No. of Staff:
Outlet Name:
Address:
Tel:
Fax:
No. of Staff:
Outlet Name:
Address:
Tel:
Fax:
No. of Staff:
Outlet Name:
Address:
Tel:
Fax:
No. of Staff:
Outlet Name:
Address:
Tel:
Fax:
No. of Staff:
03 December 2013
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CaseTrust Department