Car-sharing accreditation scheme launched in Singapore

“Membership subscriptions and renewals must follow an opt-in model, and operators should not charge renewal fees when user accounts are suspended,” said the statement.

Thirdly, operators are required to provide transparent rules on customer liability, including late returns, repair charges and excess payable, on the issue of liabilities for late returns and damages.

They must also offer a collision damage waiver, said LTA and Case, to offer users a “fair way” to limit their financial exposure in the event of an accident.

Lastly, 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.

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The aim of the scheme is to raise service standards across the industry and address common consumer concerns, such as proper vehicle maintenance, pricing transparency and dispute resolution.

The Business Times has reached out to LTA and Case to enquire if the scheme is voluntary.

In 2025, Case received 184 complaints against the car-sharing industry, down from the 189 complaints recorded in 2024, but higher than the 127 complaints received in 2023.

Common complaints included alleged overcharging, lack of transparency in damage assessments and repair costs, and refunds that were delayed or not properly processed.