Ministry receives 10,377 complaints involving online transactions

KUALA LUMPUR - A total of 10,377 consumer complaints involving various online transaction-related cases have been reported to the Domestic Trade and Consumer Ministry in the first eight months of the year.

Its deputy minister Fuziah Salleh said the number of complaints received was 35 per cent of all the complaints the ministry received as of Aug 31.

She said the highest number of consumer complaints came from e-commerce platforms, followed by social media platforms such as Facebook and Instagram.

"With the development of the e-commerce sector, there are several challenges faced by consumers today, including items purchased online not being delivered or not meeting customer requirements as well as product safety standards not meeting the criteria.

"What is happening now is that e-commerce service providers are not taking responsibility. So, if there are issues related to items not meeting their advertised specifications, how can we ensure that consumers get their rights and compensation, among other things," she said.

She said this during a press conference after officiating the ‘Today's Malaysian E-Commerce and Consumer Protection Regulatory Framework: The Way Forward’ seminar held at a hotel here, today.

Fuziah said to address these issues, KPDN was currently reviewing existing e-commerce legislation and proposing suitable regulatory mechanisms to ensure the well-being of industry players and consumers.

Fuziah further elaborated that the Electronic Commerce Act 2006, Consumer Protection Act 1999 and Consumer Protection (Electronic Trade Transactions) Regulations 2012 fell under the purview of KPDN.

"Before we draft new laws or acts, it involves a lengthy process (two years), so we need to discuss with service providers. So, today's seminar is crucial for the industry to brainstorm ideas and resources on how to implement these changes," she added.

On the sale of basic necessities such as rice, sugar and cooking oil through online platforms and related e-commerce platforms, Fuziah confirmed that the ministry had received complaints about it yesterday.

"I have instructed our enforcement officers to investigate the matter.

"So far, there are no laws to regulate the sale of goods on e-commerce platforms and there are no laws that require or compel sellers on these platforms to ensure the existence of the products they offer," she said.

Furthermore, service providers cannot take action against sellers if any issues arise.