COMPLAINTS BY TOURISTS AGAINST UNSCRUPULOUS SHOPKEEPERS

Mr Yeo Toon Chia asked the Minister for Trade and Industry how many complaints against unscrupulous shopkeepers were received from tourists in 1987, 1988 and 1989; what action had been taken by the Singapore Tourist Promotion Board against these errant shopkeepers; and what measures are being implemented by the STPB to investigate tourists' complaints within 24 hours.

The Minister of State for Trade and Industry (Mr Mah Bow Tan) (for the Minister for Trade and Industry): Mr Speaker, Sir, in the past three years, the Singapore Tourist Promotion Board has received the following complaints against shopkeepers: 1987 - 507 1988 - 612 1989 - 644

The complaints have increased because more tourists are visiting Singapore. However, as a ratio of visitor arrivals, the figure has been fairly constant, at about one case per 7,000 visitors.

When a tourist complains to STPB against an unscrupulous shopkeeper, STPB contacts the shop concerned to arrange for an amicable settlement. And about half the cases are resolved this way. But if a settlement cannot be reached, for example, where there has been a breach of contract or misrepresentation, STPB advises the tourist to lodge his complaint with the Small Claims Tribunal. The Small Claims Tribunal will schedule hearings within 24 hours to deal with complaints from tourists who are still in Singapore.

For more serious complaints, eg, involving criminal assault of tourists by salesmen, if necessary, STPB will fly in foreign witnesses to testify in court.

Since May 1989, the Consumers' Association of Singapore has been handling tourist complaints on behalf of STPB.

Mr Yeo Toon Chia (Ang Mo Kio): Sir, will the Minister of State consider requesting the STPB to set up a committee together with the Singapore Consumers' Association to see that all the complaints can be more effectively dealt with?

Mr Mah Bow Tan: There is currently a mechanism within the STPB which deals with all complaints. But I will pass on the Member's suggestion to the STPB to see how they can further strengthen this mechanism.