In more detail
In January 2025, following a complaint from a customer who discovered unauthorised reviews posted under her name, the CCCS launched its investigation and confirmed with seven other customers that fake reviews had been submitted using their names, vehicle registration numbers and photographs — without their knowledge or consent.
Quantum Globe's actions were classified as unfair trade practices under the Consumer Protection (Fair Trading) Act 2003 (CPFTA) as they misled consumers by creating a false impression of customer satisfaction, potentially influencing purchase decisions.
Quantum Globe admitted to engaging in such unfair trade practices. To address the CCCS’ concerns, Quantum Globe undertook to:
- Stop posting fake reviews.
- Set up a feedback channel for a six-month period to allow customers to report any fake reviews on Sgcarmart.
- Notify customers whose details were used to post fake reviews between October 2024 and January 2025 and invite them to report any fake reviews through the feedback channel.
- For a period of six months, publish notices on Sgcarmart and any online platforms used for marketing Lambency. Detailing's brand or services to inform customers that it had posted fake reviews, and alert them of the feedback channel.
- Remove reviews verified to be fake from Sgcarmart within eight working days, including the seven reviews identified by CCCS.
Mr. Matthew Lim Jun Ho, Quantum Globe's director, also gave a personal undertaking not to engage in any unfair trade practice or facilitate any business under his control to do so.
Key takeaways
This case is the second fake review case that CCCS has uncovered.
Businesses should take note of the increased regulatory scrutiny on deceptive digital trade and marketing practices such as dark patterns and ensure that their marketing practices remain transparent and compliant with the CPFTA. This case is also a timely reminder for platforms to implement safeguards to preserve the authenticity of user-generated content and audit the use of AI in customer engagement and marketing on their platforms.
For CPFTA violations, the 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 to include a statement about the declaration or injunction in every invoice or receipt. Failure to comply with the court's order may result in an offence of contempt of court.
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