Consumer rights are gaining prominence in Malaysia as the nation grapples with increasingly complex marketplace dynamics and a growing need for consumer protection in the digital age.
The rise in e-commerce and technological advancements has heightened the risk of consumers falling victim to unscrupulous practices, making awareness and empowerment more critical than ever.
“Consumer awareness in Malaysia is currently at a moderate level,” said Domestic Trade and Cost of Living Ministry director (Consumerism Movement) Zaid Idris.
Zaid Idris highlights the importance of education and awareness in boosting consumer empowerment and protection.
In an interview, Zaid referenced the 2020 Consumer Empowerment Index (CEI) study conducted by the ministry, which revealed a consumer empowerment score of 63.1% across three key areas: consumer skills and knowledge, financial literacy and consumer involvement.
While Malaysia fared better than the European Union (50%) and Indonesia (48%) in their latest respective studies, it trails slightly behind South Korea (65%). This is a benchmark, he remarked, indicating that there are plans for a follow-up study in 2025 or 2026 to measure progress.
While Malaysian consumers scored well on understanding basic financial products, they lagged in making claims for compensation, with a score of 56.1%.
“Consumers know what to do, but they do not take action,” Zaid explained, pointing out a cultural tendency to rely on authorities instead of self-advocacy.
Recognising these gaps, the ministry has launched several initiatives to boost consumer involvement. Prime Minister Datuk Seri Anwar Ibrahim recently officiated the government’s “Kita Gempur” campaign to combat unethical business practices.
The initiative aims to address issues such as online business fraud and cartel behaviour.
As reported by The Star on Oct 19, 2024, the initiative includes a reporting platform accessible through QR codes, enabling the public to report misconduct via WhatsApp, hotline and MyCC portal.
The ministry plans to display these QR codes prominently in various locations across Malaysia to facilitate efficient reporting.
The ministry has also been promoting the Tribunal for Consumer Claims Malaysia (TTPM) as a quick, easy and affordable avenue for consumers to file claims.
“It’s a quasi-judicial process that costs only RM5 and can handle claims up to RM50,000,” Zaid noted, emphasising its accessibility compared to the traditional court system. TTPM aims to resolve cases within 60 days, although the timeline can vary based on case complexity.
Consumer rights and protection
Consumers in Malaysia have eight fundamental rights to safeguard them from unscrupulous practices.
These rights include access to basic needs, the right to make choices, the right to secure goods and services, accurate information, the ability to voice opinions, access to live in a safe and healthy environment and the right to consumer education.
Importantly, consumers also have the right to fair compensation for misleading or poor-quality goods and services.
“An informed consumer is an empowered consumer,” Zaid emphasised.
Filing claims can be done through straightforward means, either manually at one of the TTPM branches or online via the e-Tribunal V3 system.
If a defendant fails to comply with a TTPM decision, the ministry can take enforcement action, potentially leading to criminal charges.
Channels for complaints and claims
The ministry has developed various channels for consumers to lodge complaints, including the e-Aduan portal, a hotline, and various digital platforms.
Additionally, consumers can submit claims through manual submissions at TTPM counters or online. Zaid stressed the importance of consumer participation in enhancing consumer rights in Malaysia.
“We need to improve the mentality of our society,” he remarked, encouraging Malaysians to take an active role in asserting their rights. The upcoming CEI study will serve as a crucial tool in measuring advancements and identifying areas for further improvement.
Zaid stressed that the ministry is committed to fostering a balanced and ethical consumer ecosystem, where informed consumers can make educated purchasing decisions and assert their rights confidently.
As Malaysia continues to develop, empowering consumers remains a fundamental goal in achieving a socially and economically balanced nation.
A key aspect of consumer empowerment is ensuring that consumers are well-informed.
“It’s crucial for consumers to have knowledge and make sound decisions,” Zaid pointed out.
For instance, when purchasing food products, consumers should be aware of ingredients and nutritional content as indicated on labels. This transparency is part of the government’s effort to protect consumer rights by providing necessary information, allowing consumers to make informed choices.
The ministry also emphasises the importance of manufacturers providing clear contact information, ensuring consumers know who to reach out to if issues arise.
By equipping consumers with the right knowledge and encouraging proactive engagement, the ministry aims to elevate consumer rights and protection in Malaysia.
For enquiries and complaints, Whatsapp to 019-848 8000, call the KPDN hotline at 1-800 886 800 or visit eaduan.kpdn.gov.my from 9am to 5pm, Monday to Friday (Sunday to Thursday in Johor, Kedah, Kelantan and Terengganu.
Or download the KPDN app ezAdu via the Apple App Store or Google Play Store.
For more information, visit www.kpdn.gov.my/ms/
