CEA executive director Chionh Chye Khye said: "Staff will carry out inspection and compliance checks to ensure that estate agents have proper systems in place for management and supervision of sale persons, complaint handling, advertisement control and maintenance of proper records."
Mr Chionh was speaking at an inaugural seminar for key executive officers of property firms in Singapore yesterday.
As of end-September, he said, the CEA had received 1,239 complaints this year - an average of five a day.
Being a customer-oriented industry, Mr Chionh said estate agencies should treat all complaints as customer feedback and strive to improve their frontline services.
He added that further training of property agents in service delivery, managing expectations and handling difficult customers will help.
The CEA also announced at the seminar that it would conduct a nation-wide survey to gauge public perception of the real estate agency industry. The survey will cover four areas, including consumer satisfaction and expectations.
The CEA said 2,100 consumers are expected to be interviewed face-to-face, and 1,500 industry players will be interviewed over email. The real estate agency industry generated more than S$1.25 billion in commissions earned from property transactions last year.
As of end-September, there are more than 1,500 licensed estate firms and 33,000 agents registered with CEA.
ORIGINAL SOURCE
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