Oral reply to PQ on Strengthening dispute resolution mechanisms for small e-commerce sellers

Question:

Ms Yeo Wan Ling: To ask the Minister for Energy, Trade and Industry (Energy and Industry) whether, notwithstanding existing avenues available to small businesses and individual merchants for e-commerce disputes, such as the Small Claims Tribunals and mediation and adjudication services provided by bodies such as the Singapore Mediation Centre, the Government has any plans to strengthen disputeresolution or representative mechanisms for small e-commerce sellers.

Oral Answer (to be attributed to Minister for Energy, Trade and Industry (Energy and Industry) Dr Tan See Leng

1.       We recognise the concerns that small e-commerce sellers can face when disputes arise with much larger platforms. For a small merchant, a dispute involving payments, account access or the terms imposed by a platform can have a real impact on their business and livelihood. We therefore want to ensure that merchants are treated fairly and have practical avenues to seek redress when disputes arise. 

2.       Our approach has three parts. 

a.       First, we want to encourage fair practices and prevent disputes from arising in the first place. The Competition and Consumer Commission of Singapore (CCS), together with Singapore Standards Council under Enterprise Singapore, worked with industry stakeholders, including the major e-commerce platforms, to enhance the Technical Reference 76 Guidelines for electronic commerce transactions (TR 76) in September 2025. The enhanced guidelines set out best practices for the fair treatment of merchants and for maintaining an open and competitive e-commerce market. 

b.       Second, where disputes do arise, small merchants already have accessible avenues for redress. The relationship between individual merchants and e-commerce platforms is governed by their contractual agreements. Small businesses and individual merchants may bring eligible claims of up to $30,000 before the Small Claims Tribunals, which offer a quicker and less costly process than a civil trial. Businesses may also seek mediation and adjudication services provided from bodies such as the Singapore Mediation Centre. 

c.       Third, where the issue goes beyond an individual contractual dispute and raises concerns about competition or abuse of market power, the Government will act. CCS actively monitors market developments and will investigate and intervene where there is evidence of anti-competitive conduct, including abuse of market power by dominant e-commerce platforms that prevents small merchants from competing effectively. 

3.       Overall, our approach is not to assume that every dispute requires a new statutory mechanism, but neither do we expect small merchants simply to fend for themselves. 

4.       We will undertake a study on digital platforms and continue to monitor developments in the e-commerce market, including the treatment of small merchants and effectiveness of existing avenues, and consider whether further measures are needed as the market evolves.