Singapore: CCCS issues warning to car detailing firm for posting fake AI-generated customized five-star reviews

30 Jul 2025    3 minute read
Consumer Protection

In brief

On 3 July 2025, the Competition and Consumer Commissioner of Singapore (CCCS) reported taking action against a car detailing firm for posting fake AI-generated customized five-star reviews on a forum.

The car detailing firm has since admitted to posting the reviews, removed them from their website and gave an undertaking to CCCS to, among others, stop posting fake reviews and remove any more such reviews.

Contents

In more detail

A customer discovered unauthorized reviews posted under her name on a car forum and lodged a complaint with CCCS. CCCS commenced its investigations in January 2025. In the course of its investigations, CCCS confirmed with seven other customers that fake reviews contained their names, vehicle registration numbers and vehicle photographs. CCCS found that a car detailing firm had used the relevant customers' information without their knowledge or consent.

The car detailing firm posted the fake reviews between October 2024 and January 2025, and CCCS found that it had used an AI platform to generate the customized reviews.

CCCS stated that posting fake reviews constitutes an unfair practice under the Consumer Protection (Fair Trading) Act 2023 (CPFTA) as consumers may, as a result of such reviews, be deceived or misled into thinking that the product is more well received than it actually is, and thus make misinformed purchase decisions.

The car detailing firm admitted to engaging in such unfair trade practices and provided undertakings to CCCS to do the following:

  • Stop posting fake reviews
  • Set up a feedback channel for a six-month period for customers to report fake reviews
  • Notify customers whose details were used in reviews
  • Publish notices on forums where fake reviews were posted to inform customers that it had posted fake reviews and alert them of the feedback channel
  • Remove reviews verified by CCCS or itself to be fake

The car detailing firm's director has also undertaken to CCCS not to engage in any unfair practice under the CPFTA.

In the wake of the investigations, CCCS reaffirmed its commitment to taking firm action against businesses engaging in unfair practices, in view of the important role online reviews play in influencing customers' purchasing decisions and their trust. CCCS highlighted that this is the second fake review case it has uncovered.

Key takeaways

This case demonstrates CCCS' continuing strict enforcement against errant companies for engaging in unfair practices in contravention of the CPFTA. If necessary, CCCS can seek declarations and court injunctions against errant businesses. The court may also issue accompanying orders, such as requiring the business to notify its consumers about the declaration or injunction before entering into contracts with its consumers and include a statement about the declaration or injunction in every invoice or receipt. Failure to comply with the court's order may result in contempt of court.

* * * * *

LOGO_Wong&Leow_Singapore

© 2025 Baker & McKenzie. Wong & Leow. All rights reserved. Baker & McKenzie. Wong & Leow is incorporated with limited liability and is a member firm of Baker & McKenzie International, a global law firm with member law firms around the world. In accordance with the common terminology used in professional service organizations, reference to a "principal" means a person who is a partner, or equivalent, in such a law firm. Similarly, reference to an "office" means an office of any such law firm. This may qualify as "Attorney Advertising" requiring notice in some jurisdictions. Prior results do not guarantee a similar outcome.

Contact Information
Andy Leck
Principal
Singapore
Read my Bio
andy.leck@bakermckenzie.com
Ren Jun Lim
Principal
Singapore
Read my Bio
ren.jun.lim@bakermckenzie.com

Copyright © 2025 Baker & McKenzie. All rights reserved. Ownership: This documentation and content (Content) is a proprietary resource owned exclusively by Baker McKenzie (meaning Baker & McKenzie International and its member firms). The Content is protected under international copyright conventions. Use of this Content does not of itself create a contractual relationship, nor any attorney/client relationship, between Baker McKenzie and any person. Non-reliance and exclusion: All Content is for informational purposes only and may not reflect the most current legal and regulatory developments. All summaries of the laws, regulations and practice are subject to change. The Content is not offered as legal or professional advice for any specific matter. It is not intended to be a substitute for reference to (and compliance with) the detailed provisions of applicable laws, rules, regulations or forms. Legal advice should always be sought before taking any action or refraining from taking any action based on any Content. Baker McKenzie and the editors and the contributing authors do not guarantee the accuracy of the Content and expressly disclaim any and all liability to any person in respect of the consequences of anything done or permitted to be done or omitted to be done wholly or partly in reliance upon the whole or any part of the Content. The Content may contain links to external websites and external websites may link to the Content. Baker McKenzie is not responsible for the content or operation of any such external sites and disclaims all liability, howsoever occurring, in respect of the content or operation of any such external websites. Attorney Advertising: This Content may qualify as “Attorney Advertising” requiring notice in some jurisdictions. To the extent that this Content may qualify as Attorney Advertising, PRIOR RESULTS DO NOT GUARANTEE A SIMILAR OUTCOME. Reproduction: Reproduction of reasonable portions of the Content is permitted provided that (i) such reproductions are made available free of charge and for non-commercial purposes, (ii) such reproductions are properly attributed to Baker McKenzie, (iii) the portion of the Content being reproduced is not altered or made available in a manner that modifies the Content or presents the Content being reproduced in a false light and (iv) notice is made to the disclaimers included on the Content. The permission to re-copy does not allow for incorporation of any substantial portion of the Content in any work or publication, whether in hard copy, electronic or any other form or for commercial purposes.