22 out of 81 Case complaints against 
New Station

New Station Beauty and Hair Salon accounted for more than a quarter of all complaints against the hair industry in the first nine months of this year.

Of the 81 hair-related complaints received by the Consumers Association of Singapore (Case) over this period, 22 were against New Station.

Complaints against the company have been on the rise. In 2011, there was one complaint, then three in 2012 and four last year.

Most of them had to do with the company's sales tactics, unsatisfactory services and a misrepresentation of its services and products.

New Station, which started in 2009, has a chain of nine salons islandwide, according to its Facebook page.

Most of its outlets are located in the heartland in estates such as Jurong, Bedok and Toa Payoh.

Case executive director Seah Seng Choon said there was currently no mandatory cooling-off period for the hair industry.

But there is a CaseTrust Spa and Wellness Accreditation Scheme which covers beauty-related services such as spa, facials, massages, hair treatments and slimming.

Since 2008, businesses that are registered with the scheme have to commit to a five-day cooling-off period, during which consumers who sign packages with them can change their minds and get a full refund.


The companies also promise not to engage in any form of selling while the client is undergoing treatment.

There are about 235 companies under the scheme, according to the Case website.

Mr Seah said some hair salons might commit to a cooling-off period of their own accord.

"Consumers should do their own research, read the terms and conditions of their contracts carefully and ask about the cancellation and refund policies of the hair salon," he said.

"Consumers should keep in mind that they can always walk away if they are not interested or do not feel comfortable in making a purchase.

"If they are detained against their will, consumers can call the police."