Consumer rights are gaining importance in Malaysia as the nation faces increasingly complex market dynamics and a growing need for consumer protection in the digital age.

The rise of e-commerce and technological advancements has increased 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 Zaid Idris, director of the Ministry of Domestic Trade and Cost of Living (Consumer Movement).

Zaid Idris highlights the importance of education and awareness to drive consumer empowerment and protection.

In an interview, Zaid referred to the 2020 Consumer Empowerment Index (CEI) study conducted by the ministry, which revealed a consumer empowerment score of 63.1% in three key areas: consumer skills and knowledge, education financial and consumer participation.

While Malaysia fared better than the European Union (50%) and Indonesia (48%) in their latest respective studies, it is slightly behind South Korea (65%). This is a benchmark, he stressed, indicating that there are plans for a follow-up study in 2025 or 2026 to measure progress.

While Malaysian consumers performed well in understanding basic financial products, they lagged behind in filing compensation claims, with a score of 56.1%.

“Consumers know what to do, but they don’t take action,” Zaid explained, pointing to a cultural tendency to rely on authorities rather than self-defense.

Recognizing these gaps, the ministry has launched several initiatives to boost consumer participation. 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 commercial fraud and cartel behavior.

As reported by The Star on October 19, 2024, the initiative includes a reporting platform accessible through QR codes, allowing the public to report misconduct through WhatsApp, the hotline and the MyCC portal.

The ministry plans to prominently display these QR codes at various locations in Malaysia to facilitate efficient reporting.

The ministry has also been promoting the Consumer Complaints Tribunal of Malaysia (TTPM) as a quick, easy and affordable avenue for consumers to file complaints.

“It is a quasi-judicial process that costs only RM5 and can handle claims of up to RM50,000,” Zaid said, emphasizing its accessibility compared to the traditional court system. TTPM aims to resolve cases within 60 days, although the timeline may vary depending on the complexity of the case.

Consumer rights and protection

Consumers in Malaysia have eight fundamental rights that safeguard them from unscrupulous practices.

These rights include access to basic needs, the right to make decisions, the right to obtain safe goods and services, accurate information, the ability to express opinions, access to live in a safe and healthy environment, and the right to education. of the consumer.

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 emphasized.

Submission of claims can be done by simple means, either manually at one of the TTPM branches or online through the e-Tribunal V3 system.

If a defendant fails to comply with a TTPM decision, the ministry can take coercive action, which could lead to criminal charges.

Complaints and claims channels

The ministry has developed several channels for consumers to lodge complaints, including the e-Customs portal, a hotline and several digital platforms.

Additionally, consumers can file complaints through manual submissions at TTPM counters or online. Zaid highlighted the importance of consumer participation in improving consumer rights in Malaysia.

“We need to improve the mentality of our society,” he said, encouraging Malaysians to take an active role in demanding their rights. The upcoming CEI study will serve as a crucial tool to measure progress and identify areas for further improvement.

Zaid highlighted that the ministry is committed to fostering a balanced and ethical consumer ecosystem, where informed consumers can make informed purchasing decisions and assert their rights with confidence.

As Malaysia continues to develop, empowering consumers remains a key objective in achieving a socially and economically balanced nation.

A key aspect of consumer empowerment is ensuring they are well informed.

“It is essential that consumers are knowledgeable and make wise decisions,” Zaid said.

For example, when purchasing food products, consumers should be aware of the ingredients and nutritional content indicated on the labels. This transparency is part of the government’s effort to protect the rights of consumers by providing the necessary information, allowing them to make informed decisions.

The ministry also emphasizes the importance of manufacturers providing clear contact information, ensuring consumers know who to contact if problems arise.

By equipping consumers with adequate knowledge and encouraging proactive participation, the ministry aims to elevate consumer rights and protection in Malaysia.

For queries and complaints, send a 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 ezAdu app through the Apple App Store or Google Play Store.

For more information, visit www.kpdn.gov.my/ms/