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Products & Services

Nature of Complaints

Issues

Solutions

Products and Services FAQ

Helpie FAQ

  • Fake Product

    Issue
    I believe that I have purchased fake food (e.g. fake eggs, fake rice, fake seaweed, etc).
    Solution
    Before we can determine if any kind of food is fake it must first be lab tested. As such you can send the food item to the Ministry of Health Food Safety and Quality Division for testing. http://fsq.moh.gov.my/v6/xs/index.php or send the food item to a private lab to be tested.

  • Extended Warranty

    Issue
    Purchased extended warranty together with the electronic appliance (e.g. TV, washing machine, refrigerator, etc). Problem occurred while extended warranty is valid but the shop is not giving a 1 to 1 exchange.
    Solution
    The terms and conditions of a manufacturing warranty is very different from a shop’s extended warranty. You need to check the extended warranty policy to see exactly what it covers.

  • Motor Vehicle Warranty

    Issue
    Purchased a car first hand. Now there is a problem that needs to be fixed and the warranty should still be running. However, the car company has stated that the warranty is void.
    Solution
    Car warranty’s can become void if you have taken your car to a third party workshop while the warranty is still running or you did not send your car for servicing according to the servicing schedule that was given to you. In this case it is a contractual matter between you and the car company. You may choose to write in an appeal to the car company’s HQ, consult with a lawyer or accept that the warranty is now void.

  • Housing

    Issue
    Disagreement/dissatisfaction with the management (MC/JMB) of a high rise (flat/apartment/condominium).
    Solution
    File a complaint with the Commissioner of Buildings (COB). It is a department under the local council and is the authority over strata property matters.

    Issue
    Purchased a property (landed/high-rise) of a new project and now there are defects.
    Solution
    If the defects appear within the defect liability period (check the Sales and Purchase Agreement) then the developer is responsible for fixing the problems. If the developer refuses to fix the problem then the owner should file a case against the developer in the Tribunal Perumahan dan Pengurusan Strata (Housing and Strata Management Tribunal)
    https://www.kpkt.gov.my/index.php/pages/view/423

    Issue
    I live in a high-rise (flat, apartment, condominium) and there is water leaking from my ceiling.
    Solution
    The Strata Management Act 2013 states that if there is inter-floor leakage then the unit above is the one responsible for rectifying the leak and if you live on the top most floor – meaning that there is only the rooftop above – the management is responsible for fixing the leak. Nevertheless, leakages are rarely that straight forward to deal with. As such, do not confront your upstairs neighbour and demand that they fix the problem. Instead report the leakage to the building management so that they can facilitate an inspection to find the source of the leak and determine who is responsible for repairing it. If you are not happy with how the management is handling the matter then report your dissatisfaction in detail to the Commissioner of Buildings (department under the local council) and they will take the necessary action.

    Issue
    A property owner has passed away. He/she had purchased MRTA when they purchased the property. Since this is the case why is the family still paying the loan after he passed away.
    Solution
    Before the insurance company has approved the claim the family still needs to service the housing loan. Once there is approval by the insurance company, the bank will return any excess payment.

    Issue
    Tribunal Perumahan dan Pengurusan Strata (Housing and Strata Management Tribunal) ordered the developer to fix the leak in the roof of my new house that is still under the Defect Liability Period. The developer did so but the job was poorly done, thus the problem persists.
    Solution
    Refer the matter back to the Tribunal Perumahan dan Pengurusan Strata (Housing and Strata Management Tribunal) for their further action.

  • Pricing

    Issue
    Price of goods/food is too high – more than the “market price”
    Solution
    Unfortunately, there is no such thing as “market price”.
    There is only fixed price for controlled items. If a controlled item is being sold for more than its fixed price then the matter can be reported to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP).
    If it is not a controlled item, then the seller can sell the item at their chosen price as long as they display the price of the item clearly so that consumers are aware of the cost and can choose whether they want to patronise that shop or not. If a seller does not display the price of the items being sold then he/she can also be reported to the KPDNHEP at eaduan.kpdnhep.gov.my.

  • Defective Product

    Issue
    Purchased a product that has too many problems/has a problem that the company has tried to fix many times.
    Solution
    Malaysian consumer law states that you must give the company a chance to rectify the problem. If the problem is still present after repeated attempts by the seller/manufacturer to fix it then you can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

    Issue
    Send motorcycle for repair and problem remains the same/worse and the mechanic refused to entertain complaint.
    Solution
    Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) at email to eaduan.kpdnhep.gov.my.

    Issue
    Purchased a new car from a car company but the car has defects from the start.
    Solution
    If you are looking for a refund, a claim can be made with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home
    if the car cost RM50,000.00 or less. If more than that you have no choice but to hire a lawyer if you wish to take action against the car company.

  • Expiry Date

    Issue
    Purchased packaged food from the supermarket that is spoiled even though the expiry date is still valid.
    Solution
    According to our Malaysian consumer law you are entitled to refund or a replacement in this case. Look for the contact information of the company on the packaging or online and report the matter to them. If they refuse to give you a refund or replacement of the food item then you can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Deposit / Refund

    Issue
    Purchased a flight ticket from an airline company but the flight was cancelled
    Solution
    The airline should give a refund in either cash or airline credit (which will have an expiry date). If the airline is refusing to give the refund, then it should be reported to the Malaysian Aviation Commission (MAVCOM). https://www.mavcom.my/en/consumer/make-a-complaint

    Issue
    Paid money to a tour agency for an overseas/local tour. Unfortunately the tour was cancelled/has been postponed multiple times and the company does not want to return the money that was paid.
    Solution
    File a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

    Issue
    My grandparent(s)/parent(s) had been placed in an old folks’ home. Now they are no longer staying there but the old folks’ home does not want to return the deposit that was given.
    Solution
    In this case deposit would be used to cover outstanding monthly payments or any damages that was caused by the former resident. Otherwise the old folks’ home should return the deposit. If they refuse, file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home

    Issue
    Purchased a facial treatment package consisting of x number of sessions. After going for one session I found that the treatment is not suitable for me. I would like to get a refund.
    Solution
    If it can be proven that the facial treatment is not suitable/has damaged your skin then you can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home. If you wish to claim for more than what you have spent (compensation) then you will have to hire a lawyer and sue the facial treatment centre.

    Issue
    I purchased a beauty package consisting of x number of sessions at a beauty centre close to my home. Now the beauty centre near my home closed down and I was asked to go to another branch xx km away which I will not be able to do. As such I want to get a refund for the sessions that I have not used but the beauty centre refused.
    Solution
    You can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM).
    https://ttpm.kpdnhep.gov.my/portal/home.

    Issue
    Paid deposit for new house furniture then realised that the furniture was too big to fit into the hall. Order was cancelled the order but the shop refused to refund.
    Solution
    File a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Misrepresentation of Item / False Advertising

    Issue
    Purchased a product or service but did not get what was promised / advertised.
    Solution
    File a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Tenancy (Tenant)

    Issue
    Landlord refuses to return/refund the deposit after the tenant had moved out.
    Solution
    The tenant has the rights to file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Tenancy (Landlord)

    Issue
    Tenant didn’t pay rental for x months and didn’t want to move out.
    Solution
    Get a lawyer to apply for a court order to evict the tenant.

    Issue
    Can I change the locks in the house and cut the utility supplies when the tenant refuses to move out?
    Solution
    It is illegal to change the locks in the property, cut utility supplies, or remove the tenant’s property from the premises.

    Issue
    Tenant maliciously damaged the house.
    Solution
    It advised to sue the tenant if there is evidence that your property had been maliciously damaged (not through normal wear-and-tear).

  • Telco

    Issue
    My internet service is very bad. The service is always disrupted/frequently there is no service.
    Solution
    Report the problem to the Malaysian Communication and Multimedia Commission (MCMC)
    https://aduan.skmm.gov.my

    Issue
    Telco charged for ringtones and wallpapers not requested for handphone.
    Solution
    Lodge a complaint with the Malaysian Communications and Multimedia Commission (MCMC) at https://aduan.skmm.gov.my.

  • Permanent Disability Claim

    Issue
    Why did PERKESO allow the personal disability claim to go through but the insurance company reject claim that is made on personal accident (PA) insurance for permanent disability.
    Solution
    PERKESO’s criteria for labelling a person as permanently disabled is different from private insurances’ personal accident (PA) policies; this is why even though the SOCSO claim goes through the PA claim may not. You can always file an appeal with the insurance company; ensure that all the necessary evidence is also submitted. If the claim is rejected a second time, you can file a case with the Ombudsman for Financial Services (OFS) and they will review the case as long as it is under their jurisdiction.

  • Insurance

    Issue
    There was a road accident and the other party is at fault. However, it seems like they do not have motor insurance so I have to claim from my own motor insurance.
    Solution
    If you are forced to claim for damage repair from your own motor insurance you will lose your NCB (no claim benefit). However, if you can prove that it was the other party at fault with the police report then there is a possibility that your NCB can be reinstated.

  • Illegal Business / Shop

    Issue
    There is a business/shop operating illegally from a house in the neighbourhood.
    Solution
    If you suspect that there is a business/shop operating illegally in your neighbourhood then you should file a complaint with your local council.

  • Government Services

    Issue
    Reported a problem to a government agency but not happy/satisfied with how the government agency/government officer handled the complaint/problem.
    Solution
    File a complaint with the Public Complaints Bureau (PCB). You can also file your complaint online at http://www.pcb.gov.my/en. Each state in Malaysia also has a branch.

  • Courier Service

    Issue
    Courier service / logistics company lost my package/parcel
    Solution
    The courier service/logistics company should compensate you. If you are not satisfied with the compensation/the company refuses to compensate you then you can file a complaint about the matter with the Malaysian Communication and Multimedia Commission (MCMC)
    https://aduan.skmm.gov.my/
    If you wish to get a refund, you can file a case at the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

    Issue
    Courier service / logistics company did not handle my package/parcel with care and it ended up damaged.
    Solution
    File a complaint about the matter with the Malaysian Communication and Multimedia Commission (MCMC) at https://aduan.skmm.gov.my as they are the authority over this matter. If you wish to get a refund, you can file a case at the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Customer Service

    Issue
    A shopkeeper/shop attendant was very rude.
    Solution
    Unfortunately, the Malaysian consumer law does not cover customer service. If you are not happy with how you were treated then do not visit the shop again.

  • Scam

    Issue
    Applied for a RM xxxx.xx loan that was advertised on social media (e.g. Facebook) but so far have not gotten any of the loan money from them. Instead, the company has collected RM xxxx.xx from me.
    Solution
    This is most likely a scam. Firstly, do not give the company any more money. Secondly, make a police report so that they can investigate the matter – include any evidence you have (images, documents, information, etc).

    Issue
    Wanted to sell my car so found a car dealer and handed everything over to him/her. Suddenly after some time has passed the bank is coming after me for outstanding payment.
    Solution
    When a car is purchased under a Hire Purchase Agreement the right way to sell the car would be to inform the bank of your intention to sell it and then transfer the care to the car dealers name at the JPJ. If you did not do this then it is likely that the car and the car loan are both still under your name and the bank came after you because the car dealer has stopped servicing the loan. If this is the case then you need to find the car dealer to get this matter settled.

  • Price Dispute

    Issue
    Admitted to private hospital and upon discharge found that the charges are too high.
    Solution
    Private hospital charges are subjected to schedule 13 of the Private Healthcare Facilities and Services Regulations which states the maximum fee for a consultation/procedure/treatment. As such if you feel that you have been cheated then you can file a complaint with the Ministry of Heath
    https://moh.spab.gov.my/eApps/system/index.do.

    Issue
    Found that PBA/TNB bill is too high.
    Solution
    File an official complaint with the utility company so that they can investigate the matter and find what the problem is (e.g. they will check if the meter is in good working condition, if there are any leakages, etc.).

  • Maid Agency

    Issue
    Hired a maid through a maid agency. The maid is not good at her job/ran away.
    Solution
    You can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM) against the maid agency
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Online Shopping

    Issue
    Purchased a product through social media (Facebook, WhatsApp, etc) but never received the product. The seller has gone missing.
    Solution
    If the seller has disappeared then this is most likely a scam. Report the matter to the social media platform (e.g. Facebook, WhatsApp, etc); the Malaysian Communication and Multimedia Commission (MCMC) at https://aduan.skmm.gov.my; and the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) at eaduan.kpdnhep.gov.my.

    Issue
    Purchased product from online shopping platform (e.g. Lazada, Shopee, etc) but have not received it even after the estimated arrival date has passed.
    Solution
    Contact the seller and find out what is happening. If the seller cannot be contacted/managed to contact the seller but feel that they cannot be trusted the report the matter to the online shopping platform to request a refund. If the online shopping platform does not cooperate then you can file a claim against the seller and/or the online shopping platform with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM)
    https://ttpm.kpdnhep.gov.my/portal/home.

  • Non-delivery of Service

    Issue
    Paid a contractor for renovation work on my house. I have almost paid the contractor in full/have already made full payment. However, the contractor has done a very bad job/refuses to finish the job.
    Solution
    As long as the cost of the renovation done is below RM50,000.00/what you would like to refunded is less than RM50,000.00 then you can file a claim with the Tribunal for Consumer Claims Malaysia/Tribunal Tuntutan Pengguna Malaysia (TTPM).
    https://ttpm.kpdnhep.gov.my/portal/home
    If the claim amount is more than RM50,000.00 then you will have to hire a lawyer and sue the contractor.

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