First 48 hours
- Stop further payments until the situation is clear
- Write to the firm (WhatsApp and email): state what's wrong and ask for a reply by a date
- Check the company status on ACRA BizFile. Has it been struck off or wound up?
- Photograph and video the site, with dates
- Gather your records: contract, quotes, VOs, receipts, messages
Build your record
| Keep | Why |
|---|---|
| Signed contract and quotation | Shows what was agreed |
| Every variation order | Shows changes you agreed to, and their prices |
| Payment receipts and bank transfers | Shows what you've paid |
| Messages and emails | Shows promises, delays and replies |
| Dated site photos | Shows how far the work got |
| A quote from another contractor to finish or fix the work | Helps estimate your loss |
Your options
| Route | When to use it | Good to know |
|---|---|---|
| Talk to the firm in writing | First step, always | Be specific: what, by when |
| CASE | Help negotiating or mediating with the firm | You can submit a complaint without being a member. Members get CASE officers to correspond with the firm for them. Hotline 6277 5100. |
| CaseTrust protections | If the firm was accredited | Deposit performance bond and CASE mediation may apply |
| Small Claims Tribunals | Claims up to $20,000, or up to $30,000 if both sides agree in writing | File within 2 years of the event. Covers disputes over goods and services. |
| Police report | If you believe you've been cheated | Especially for payments to personal accounts or forged receipts |
| Lawyer | Larger or complex claims | Get advice early if a lot of money is involved |
A tribunal order doesn't always mean you get paid. In a 2026 case, a firm with 14 payment orders against it said it had gone bankrupt. Acting early matters.
Getting the work finished
- Get 2 quotes from new contractors to complete or fix the works
- Keep the old site as it is until you've documented it
- For HDB flats, use a contractor listed in HDB's Directory of Renovation Contractors
- Pay the new firm in stages, and keep the deposit small
Next time: prevention
Most cases share the same patterns: big payments ahead of the work, payments outside the company account, and prices that look too good. Read real cases and patterns and a safer payment schedule.
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