[PC103S078] Complaint handling skills & Past disciplinary cases

CPD Category: Structured Learning (4 training hours awarded)

Course Duration: 4.0 hours

Course Synopsis:

This course aims to raise professionalism among real estate salespersons by reinforcing the importance of effective complaint handling, adherence to CEA’s regulatory framework, and maintaining high ethical standards.

The course covers the Dispute Resolution Scheme, common complaint types, service rectification procedures, and real disciplinary cases to highlight pitfalls and appropriate conduct. It also strengthens RESs’ understanding of CEA’s Code of Ethics, Professional Client Care, and due diligence expectations.

Learning Outcome(s)

At the end of the course,  participants will be able to : –

  • Understand the Dispute Resolution Scheme & processes
  • Identify common complaint types & how to manage them professionally
  • Understand penalties and actions under disciplinary proceedings
  • Apply due diligence to prevent regulatory breaches

About the Trainer

Mr Adam Wang

Adam brings over two decades of experience in the real estate industry, specialising in the sale and lease of HDB, private residential, and strata-titled commercial and industrial properties. He is currently the Key Executive Officer (KEO) of a licensed estate agent, where he leads and mentors a team of real estate professionals.

He holds a Certificate-in-CEHA from the Singapore Institute of Surveyors and Valuers (SISV) and served as President (2021–2025) of the Singapore Institute of Estate Agents (SIEA), representing over 10,000 real estate professionals. In this role, he actively champions professionalism, ethical conduct, and digital transformation within the industry.

A passionate trainer and mentor, Adam holds an Advanced Certificate in Learning and Performance (ACLP) and is committed to nurturing both new and experienced salespersons. His wealth of industry experience, leadership contributions, and dedication to continuous learning make him a valued advocate and educator in the real estate profession.