KUCHING, Feb 22: Minister of Domestic Trade and Consumer Affairs Datuk Seri Alexander Nanta Linggi reminds consumers to file complaints when faced with misleading advertisements or representations by online businesses in order to protect themselves.
Nanta in a statement today said consumers can also opt to file a complaint with the e-commerce platforms directly as many e-commerce platforms such as Shopee and Lazada have their own policies for dealing with misleading offers.
“For example, Shopee prohibits price manipulation and fake discounts as they create a false impression of the product prices. Listings with misleading discounts will be suspended by Shopee for a first offense, with no penalty as a warning.
“However, if there is any subsequent offense by the seller in the future, all listings found with the behavior of misleading discounts will be deleted as it would be a “Prohibited Listing”.
“Similarly, sellers on Lazada are not allowed to offer misleading discounts during the campaign period such as 11.11, 12.12, and many others. Lazada may remove the products from listing if the sellers are found to be in breach of the policy,” he said.
Nanta noted there are several avenues where consumers can choose to lodge their complaints such as the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP)’s Consumer Complaints Management Centre (PPAP) or the National Consumer Complaints Centre (NCCC) or with the ministry itself.
He pointed out PPAP is the official KPDNHEP complaints channel and was established on May 26, 2010. It is staffed with personnel who manage various complaint channels such as the call hotline 1-800-886-800, the e-Aduan system, e-mails, WhatsApp, and walk-in complainants.
One the other hand, he said, the NCCC, which is a non-profit organisation in Malaysia, is a local complaint centre aimed at helping consumers solve their problems and complaints without resorting to government intervention, and they act as mediators to help consumers and businesses resolve disputes.
“Consumers can also file redress claims with the Tribunal for Consumer Claims (Tribunal) against sellers, manufacturers and service providers for any loss suffered by the consumers in respect to goods and services purchased or acquired.
“The tribunal, an independent body established under the Consumer Protection Act 1999, provides an alternative forum to the civil courts for consumers to redress claims, in an inexpensive, simple and fast manner,” he added.
Nanta revealed from 2015 until January 2021, the tribunal has received 32,135 claims for the amount of RM173,111,548.27 and has given awards valued at RM47,265,117.85.
At the same time, he reminded, although there are a number of ways for consumers to protect their interests when encountering fake or misleading discounts, consumers themselves ought to be circumspect and careful when buying goods and services online, and to undertake their own research on pricing of products as questionable businesses that use questionable tactics are appearing in droves in this day and age.
“Online shopping platforms should also consider improving their policies when it comes to allowing the businesses using their platform to arbitrarily price their goods.
“These platforms should heighten their controls over these businesses so that when a problem such as fake or misleading discounts arise, these issues may be dealt with in a speedy and satisfactory manner to the consumers affected by such tactics,” he said. — DayakDaily
