Tuesday, November 10, 2009

 

CI : November 2009 FOMCA


November 2009

FOMCA: November 2009 Member in the spotlight

The NCCC

The National Consumer Complaints Centre (NCCC) is a dedicated complaints handling service for consumers. It is an initiative by FOMCA and ERA Consumer Malaysia. Since September 2008, NCCC has been registered as an independent foundation under the Companies Commission of Malaysia, which has the same objectives.

Getting started

FOMCA and affiliated Consumer Associations in Malaysia started the NCCC in response to the difficulty consumers faced in resolving issues or complaints with private and government service providers.




Before the NCCC

Before the NCCC, the consumer associations could act as a united voice to solve problems of members and the public. However, part-time volunteers provided all these activities.
As time went by, some of the consumer associations recruited full-time personnel to handle administrative work and to deal with complaints. As the public increasingly used the consumer associations to resolve their complaints, those managing the complaints found they needed qualified and experienced personnel for rapid handling of the increasing number of complaints.
This situation prompted FOMCA through the Selangor Consumer Association (SCA) and ERA Consumer Malaysia to launch NCCC as an operational unit under FOMCA in 2004.


Funding

Since 2005, the SCA has received funds from a project grant from the Ministry of Domestic Trade and Consumer Affairs (MDTCA) to partly fund the NCCC.
The remaining funds are raised from individuals and foundations through fund-raising activities.


Publicising the NCCC to consumers

Initially NCCC publicity was through the 'Buletin Pengguna', a monthly consumer newsletter of the MDTCA, published and distributed by FOMCA.

Joost Martens meets with FOMCA. FOMCA: November 2009 Member in the spotlightBusiness cards

The NCCC was also promoted through business cards, given out at events by FOMCA and its affiliates.
Newspaper columns
In 2006, a regular column in the The Malay Mail both canvassed complaints and published success stories of cases that were solved by the NCCC. This showed consumers that the NCCC could be an effective tool.
Press releases and the media
Since 2007, NCCC continues to use newspapers, television and radio to reach out to consumers by providing an analysis of complaints and publicising current prominent consumer complaints. These stories get picked up and receive wide and extensive coverage by the local media. They are spread through regular press conferences and press releases.


Public discussion

In 2008, a weekly 1-hour radio talk show on Radio 24 in Malaysia allowed members from NCCC, FOMCA and ERA Consumer Malaysia to discuss specific consumer issues. Both the program and NCCC were promoted throughout the week with jingles.


FOMCA: November 2009 Member in the spotlightCompanies learn their responsibilities

Since 2004, an increasing number of companies are aware of the NCCC. Every interaction with companies and corporations is an education process - but it is the companies that are educated. They are becoming aware of the rights of consumers and their responsibilities as a company in complying with the relevant laws in place.


Consumers learn their rights

The NCCC is important in assisting ordinary consumers who are still unaware and less vocal in demanding their rights. Consumers dealing with the NCCC are made aware of their rights and the avenue available to them to resolve their complaints.

Many use NCCC to pursue their complaints with suppliers or service providers for them; but there are also consumers who request advice and guidance to pursue their cases on their own, and do so with success.



The most common complaints

The top three complaints received by the NCCC relate to:


Consumers post their complaints in the FOMCA mailbox. FOMCA: November 2009 Member in the spotlightA real case

Consumer M paid a deposit on a super-bike, hoping to be approved for a bank loan. But the loan was rejected, so Consumer M returned to the supplier for the deposit.
However, the supplier refused to repay the deposit and Consumer M gave up on getting his deposit back.
One year later, Consumer M heard about the NCCC and contacted them for help. The NCCC sent a letter to the supplier on Consumer M's behalf. Still the supplier refused, pointing out that the deposit receipt clearly stated that 'All deposits are not refundable', and that Consumer M was fully aware of this.
The NCCC wrote back promptly, quoting a paragraph in the Malaysian Consumer Protection Act 1999 that provides the right to consumers for a full refund of any deposit in the event of a cancellation of a contract.
The supplier immediately replied to Consumer M with a cheque for the full deposit.
The case shows that traders are often not fully aware of their legal responsibilities to consumers.


Dealing with businesses

Most service providers are initially slow or do not reply to the NCCC's letters and emails. The NCCC has to depend on carbon copies it sends to the heads of regulatory agencies to force replies or resolutions.


Even government agencies need pushing

In one such case, after failing to get any reply from a government regulatory agency, the NCCC carbon copied a follow-up email to the Chief Secretary to the Government. The reply was swift. The Chief Secretary 'replied to all' at 9pm the same evening with the simple message '???'. The very next day at 10am, the NCCC received the response they had been wanting from the regulatory agency.


Causing trouble pays off

As the NCCC continues to demand attention in this way, it has found that this encourages many organisations to provide a dedicated contact point to handle complaints from the NCCC.


Advice

NCCC Muhammad Sha'ani b. AbdullahMuhammad Sha'ani b. Abdullah, Chief Executive of the NCCC, offers advice to other organisations wishing to start a similar complaints centre.

What are the challenges?

'Lack of resources is still a challenge, to provide a prompt and effective service to consumers in need.'


Why is setting up a complaints centre worthwhile?

'An increasing number of consumers are now willing to come forward to demand resolution to their complaints.'
'Meanwhile, an increasing number of traders are becoming aware of their responsibility to their customers with regard to good service provision as well as engaging with customers who complain.'
'There has also been positive support from the government in promoting the role of the NCCC among all the government agencies to educate front-line government personnel to be proactive in consumer complaints handling.'

Have you got any advice for other organisations who want to set up a similar complaints line?

'Complaints line services must empower consumers themselves and social advocacy groups to deal with ordinary complaints directly with service providers. This helps complaints services being overwhelmed with complaints.'


Read more...


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CI Newletter - November 2009

Featured member highlight





FOMCA: November 2009 Member in the spotlightThis month’s Member in the spotlight features the Federation of Malaysian Consumers Associations (FOMCA). FOMCA is a national umbrella body founded in 1973, which serves as the coordinating, consultative and advisory agency of 13 consumer associations in Malaysia and works at the national and international levels. FOMCA goes beyond the traditional role of strengthening consumer protection in the marketplace through advocacy, lobbying, networking, representation, campaigning and education.
FOMCA represents the consumer interest in policy making and policy implementation in various ministries and agencies such as the Ministry of Domestic Trade and Consumer Affairs, the Ministry of Health, Ministry of Finance, etc. It also advocates a social shift of values from value for money to ‘value for people’ and seeks to empower and educate responsible consumers in the context of a developing country with a growing consumerist society.


Medicines

Concerned about self-medication and consumer non-compliance with prescription advice and the adverse effects of drugs, FOMCA launched the 'Know-Your-Medicines' campaign in the 1980s. It launched the Patient's Charter in 1993 as an educational tool recognising the rights and responsibilities of consumers in the quality use of medicines. One of the key objectives in FOMCA's 2006-2008 project on the Rational Use of Medicines was to promote the quality use of medicines.


Consume less

Last year FOMCA launched a four-year awareness and education campaign called ‘3K’ on the theme 'Change Begins With Me' with the aim to help consumers change their lifestyle and produce more responsible and resilient consumers. Examples include changing to cheaper brands, eating in more than out, reducing luxuries, choosing cheaper hotels, recycling and using more public transportation. FOMCA declared July 16 a 'Buy Nothing Day' as a day for consumers to review and reflect their personal values, especially in relation to consumerism.


Junk Food Generation

As part of the aim to change consumers’ eating habits for more healthy options FOMCA published Cereal Deceptions, a report on the marketing of breakfast cereals to children in Malaysia. FOMCA has been very prominent in CI’s Junk Food Generation campaign to stop the marketing of unhealthy food to children up to 16 years old.


Energy Efficiency

In May this year, Fomca launched a consumer awareness campaign on energy efficiency through a switch website with an online tool that can calculate the costs versus energy efficiency of electrical items and compare claims made by manufacturers. Furthermore, FOMCA called on the Government to make energy efficiency labelling mandatory and introduce a tax incentive for energy-efficient products.


Read the feature

November 2009: FOMCA: National Consumer Complaints Centre

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Saturday, October 31, 2009

 

Outsource inspection, Government urged


Saturday October 31, 2009

PETALING JAYA: Certified workshops should be allowed to inspect vehicles aged 15 years and above, said Federation of Malaysian Consumers Associations secretary-general Muhammad Shaani Abdullah.

He said Puspakom would not be able to cope with the number of vehicles if it had to conduct inspections on these cars.

“Currently, commercial vehicles make up only 10% of the vehicle population but owners are already spending long hours waiting for the inspections to be done.

“If Puspakom is going to inspect cars aged 15 years or older, there will be an additional 20% to 30% of the total vehicle population that needs to be checked.

“Puspakom will be unable to cope with this and will definitely have to outsource it to certified workshops,” he said.

On the prohibition of used automotive parts and components from June 2011, Muhammad Shaani said the Government must ensure that all spare parts sold in the country complied with international standard.

“It will not be feasible to impose such a ban if we do not have local mandatory standards to ensure that consumers get to buy materials with quality.

“Otherwise, they might have to waste more money repairing their vehicles,” he said.

Thursday, October 29, 2009

 

FREE TRADE: A liberalised mart has its benefits


2009/10/30

DATUK PAUL SELVARAJ, Consumer Research and Resource Centre Kuala Lumpur

JUST last month, the minister dealing with consumer issues issued a strong statement that the Competition Policy or Fair Trade Policy would be tabled in Parliamentthat month.

He emphasised that the act would protect consumers against businesses that manipulated the prices of goods. To date, there has been no further news on the act.

Then, contradicting his earlier statement in support of competition and fair trade, the minister said last week that liberalising the sugar trade would cause problems for local sugar-based industries.

Well, the whole idea of liberalising the market is to allow more competitors to break the power of the holders of approved permits, who can and do manipulate prices.

The issue is not that more competitors would reduce supply; rather it is that the price of sugar is controlled.

In liberalising the market, the government should provide a safety net for the marginalised through food coupons or other forms of support; the rest of the consumers will have to learn to adapt to the market.

In the short term, prices may go up because of crop failure in some key sugar producing countries.

Currently, the government spends RM720 million on sugar subsidies.

After ensuring the poor get the support, the government will need to educate consumers to adapt to the market; that might simply mean consuming less sugar.

For the agricultural and food sector as a whole, the supply chain needs to be liberalised to prevent importers, wholesalers and other traders from colluding and manipulating prices to the detriment of other businessmen -- especially small businessmen who may otherwise be left out either because they simply lack the connections or because they are not part of the collusion -- as well as consumers. In the long term, a competitive market benefits society as a whole.

Then the minister said if petrol stations are allowed to charge prices below the ceiling price set by the government, there would be inflation. When there is competition and competition forces prices down; there is less, not more inflation.

The beneficiaries are the consumers. The ceiling price ensures, again through government subsidies, that prices do not go above the price fixed by the government.

In the long term, for a viable and sustainable economy, three significant factors are important.

Firstly, the market has to be liberalised at every level (imports, wholesale trade and retail trade) so that competition and not price-fixing is the primary vehicle for price determination.

Secondly, there should be a social safety net for the poor and marginalised so that they are not left out and society is able to sustain them through some form of food and basic support system.


Thirdly, consumers must learn to change their mindset and their lifestyle to reflect market realities.

The time when consumers expect the government to keep prices low through increasing subsidy schemes is over. They have to take personal responsibility over their lifestyle and consumer behaviour.

Finally, in enhancing consumer protection and consumer welfare in Malaysia, a minister more committed to consumer issues also helps.

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BUDGET 2010 : Budget's water, energy allocations need focus



Piarapakaran Subramaniam
Oct 29, 09
4:37pm
I refer to the Malaysiakini report PM slashes spending in Budget 2010.

The world community condemns the 'divide and rule' policy used by the colonial powers. However, our water and energy sectors are still being managed in such manner. Both sectors are managed by many parties with minimal integration except for meetings and seminars.

The Water and Energy Consumer Association of Malaysia (Wecam) sees both water and energy as basic needs of the people to survive and they eventually will becomes a national security issue.

On these consumer rights, we urge the federal and state governments to put their differences aside and protect the rakyat. We also urge that both the sectors are to be integrated and managed throughout their life cycles.

The water sector needs to ensure that water catchment areas are protected. State governments should gazette these areas as permanent reserves. There are also issues highlighted by the latest Auditor-General's report on the quality and pricing of water.

In addition to that, wastewater management is still below performance and underutilised. The country's water demand management is also of immediate concern as there are organisations that are pushing for alternative resources such as groundwater with many risky elements overlooked.

The energy sector is also not spared from lack of implementation while Malaysia is facing depleting energy resources. Furthermore, we are still on the learning curve for alternative energy. Energy efficiency - which is a core part of energy management - has not yet been achieved.

The government also made a 'quick policy' on nuclear energy as an option. Besides this, in a recent study conducted by the Economic Planning Unit (EPU), they omitted the transportation sector's energy usage. This again proves fragments implementation.

Overall, we did request a balancing fund to mitigate immediate energy resources price fluctuations. This is to ensure there is no immediate fluctuation of energy prices in all sectors to prevent burdening the consumers.

The new Green Technology sector will definitely be challenged to look at both these sectors as the improvement planned for them are placed in the recent National Green Technology Policy release.

Before the country steps forward to achieve Vision 2020, fundamental issues must be solved and we need to build both the energy and water sectors on solid foundation.

In many communications, meeting, seminars, reports and memorandums, we together with Fomca have raised many issues and solutions. We will continue to give constructive views with a technical background to push for changes and enhancement.

Working together does not make any of us less, it only builds us up further. We hope for a strong restructuring of both the water and energy sector to improve implementation efficiency. Merging is definitely an option.

The writer is secretary-general, Water and Energy Consumer Association of Malaysia.

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Tuesday, October 27, 2009

 

NGOs: Govt need to be more open on procurement policies


Tuesday October 27, 2009
By IZWAN IDRIS and SHARIDAN M. ALI

PETALING JAYA: The Government needs to be more “open” on issues related to its procurement policy, urged two non-governmental organisations (NGOs).

“As it is now, there is more suspicion than trust in the system,” Federation of Malaysian Consumer Associations (Fomca) secretary-general Muhammad Shaani Abdullah said in a response to Starprobe’s articles published yesterday.

This, he said, was due to the lack of transparency on how most of the public contracts were awarded, as well as lack of publicly available information about the project status.

“The Government needs to do more in sharing information with the public,” Shaani said, adding that this could be achieved through the media and publishing such information on government websites.

The latest Auditor-General’s report and Starprobe findings published yesterday revealed that the Government could be losing billions of ringgit every year through excessive payments made for projects and procurements from private contractors.

Transparency International Malaysia (TI Malaysia) secretary-general Dr Loi Kheng Min said putting a proper procurement system would help curb corrupt practices, which had been long-associated with government contracts.

He said that the effectiveness of existing systems, like e-Perolehan and e-Tender should be enhanced, while perennial issues like non-compliance to procedures should be dealt with.

TI Malaysia, a globally-linked anti-graft independent body, has also come up with its own procurement guide called Integrity Pact.

Recent adopters of this Integrity Pact include Pos Malaysia Bhd.

Loi said the Integrity Pact programme was designed to prevent corruption, bribes and any other unethical practices.

Meanwhile, a government officer met by the Starprobe team at National Asset and Facility Management Convention 2009 yesterday said it was definitely a waste to lose billions of ringgit every year through excessive payments for contracts and procurements.

“I think the current Government will definitely do something to curb this problem.

“And the real cost of contract for any projects should be audited to avoid any ‘hidden’ charges with vested interests.

“Nobody in the right mind would let this happen and if unnecessary cost or expenditure is revealed, such as the acquisition of the over RM40,000 laptop, somebody should be held responsible,” said the officer, who declined to be named.

A businessman at the convention yesterday also lauded the effort to probe such issues as it involved taxpayers’ money.

“Although some contracts are through open tender, a background check on the company and unnecessary costs of the project is very important to avoid this kind of wastage.

“Maybe a third independent party should be roped in to do the audit,” he said.

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Wednesday, May 13, 2009

 

Malay Mail : Mixed response from NGOs, taxi operators over his CVLB promises

Nazri's big taxi test

Mixed response from NGOs, taxi operators over his CVLB promises
Thursday, April 23rd, 2009 08:13:00

cvlb

SOME wounds are just to deep to be healed by mere promises, no matter how good they sound.

That was the impression Malay Mail received after speaking to various taxi organisations and consumer groups on the pledge made by the latest minister to oversee of the troubled Commercial Vehicle Licensing Board (CVLB). CVLB has come under fire from various quarters following a series of exposes carried out by Malay Mail in recent weeks into the weaknesses and abuses in the coupon taxi system.

The probes uncovered a litany of abuses, from dearer- than-standard fares to different fares to the same destination – charged by the same company.

Many criticised the CVLB for being ineffective, with some even calling for the coupon system to be disbanded and the board to be overhauled.

Yesterday, we reported that Minister in the Prime Minister's Department in charge of Law and Parliament Affairs, Datuk Seri Nazri Abdul Aziz, had been tasked with overseeing the board after CVLB was recently placed under the purview of the PM's Department.

Upon meeting with CVLB on Monday, Nazri stated he was reviewing the whole taxi system, and had given CVLB one month to prepare solutions to prevent further express bus accidents and curb errant taxi drivers.

His statement was met with a mixed response by the parties involved, who preferred to adopt a "wait and see" attitude.

Here are their views. Malaysian Limousine, Taxi and Hired Car Drivers and Operators Association (Petekma) president Yusoff Lahir:

"The minister first has to prove that he is capable. It is like an engineer; if he (Nazri) builds a straight road, then taxi operators and all will also move straight.

" Federation of Malaysian Consumer Associat ions (Fomca) president Datuk N. Marimuthu:

"It is still too early to comment on the minister's assurance.

Act first and then we will see as there have been too many problems with CVLB and the country's taxi system.

The question isn't about who takes over CVLB or the promises that he makes, it is more important that he listens to the people and takes positive action before any praise can be given." Subang and Shah Alam Consumers' Association pre s ident Dr Jacob George:

"I am glad that the troubled CVLB will be under Nazri's purview as he has a reputation as a no-nonsense man.

This, however, isn't enough as I still feel CVLB should be revamped or it will be the case of 'same old wine in a new bottle'.

" National Consumer Complaints Centre (NCCC) chief executive officer Muhammad Sha'ani Abdullah.

"The minister should get public feedback first before implementing any changes. We have seen too many ministers come and go and they all do what they think is best.They all made plans which have not helped the public transportation industry much.That is why before any changes are implemented he needs to go to the ground and consult consumers and drivers as they will know best.I hope he will implement what consumers want without any interference from any government agency."

K.K. Lee, manager of Top Station Sdn Bhd, the coupon taxi operator at Berjaya Times Square:

"We support the minister's call to review the whole taxi system including the coupon system, as it could ensure consistency.However, in defence of the coupon system, operators only garner 10 per cent of the rates charged and the rest goes to the cabbies themselves.The rates are sometimes higher than the meters because we have to take into consideration the rental charges and staff wages.Contrary to general perception, we coupon operators only earn a small profit."


Sunday, April 12, 2009

 

消費人投訴中心指部份銀行•罔顧法律及持卡人權益

消費人投訴中心指部份銀行•罔顧法律及持卡人權益

  • (圖:星洲日報)

  • (圖:星洲日報)

(雪蘭莪•八打靈再也)全國消費人投訴中心(NCCCC)首席執行員莫哈末沙亞尼指責部份銀行為了自身利益,罔顧法律的規定和信用卡消費者的權益。

信用卡投訴佔半

娛樂圈十大太平公主是誰?沒有魔鬼身材要如何紅?

他今日(週五,4月3日)在新聞發佈會上表示,此中心於2008年接獲1200宗與銀行相關的投訴,其中600項與信用卡相關。

他指出,部份銀行業者違反銀行與金融業法令(BAFIA)下的信用卡指導方針規定,提供信用卡持有者長期借貸,和允許消費者以多張信用卡支付大宗消費,致使許多許多信用卡持用者因業者強迫行銷而購買上萬令吉的容、纖體等套。

“雖然政府允許消費者在購買商品後的10天內退費,但許多消費者並不清楚這項權益,致使他們在非完全自主的形下簽卡後,蒙受損失數千至數萬令吉的損失。”

美容纖體配套投訴最多

他指出,2008年關於美容、纖體配套消費的強迫行銷佔與銀行業務相關的投訴中佔40%,即480宗,是被投訴最多的項目。

他也指出,許多銀行業者也沒善盡提醒的義務,在銀行網頁列下信用卡遺失者僅需支付最高250令吉未授權消費的義務,反之當事情發生時卻要求遺失者繳足所有的款項。

他也認為,銀行業者應扛起支付不合法商品的消費如刮刮樂,因為銀行是個服務性的行業,應對信用卡持有者的消費項目預先調查,以免消費者蒙受損失。

莫哈末沙亞尼鼓勵信用卡持有者,在信用卡消費上若遇見違反常理的現象,應主動向全國消費人投訴中心等投訴,投訴電話是03-78779000或電郵nccc@nccc.org.my,或向國家銀行、大費消費人聯合會(FOMCA)等銀行以的第三者投訴。

全國消費人投訴中心2008全年接獲約2萬宗投訴案件,其中600宗與信用卡相關。

星洲日報•2009.04.03

Friday, April 10, 2009

 

NST : CONSUMER HABITS: No one has to fall for those sales gimmicks

NST Online
NST Online » Letters
2009/04/09
 
CONSUMER HABITS: No one has to fall for those sales gimmicks
By : TAM YONG YUEE, Muar

IT'S right that the authorities should clamp down on unfair practices as suggested by National Consumer Complaints Centre chief executive officer Muhammad Sha'ani Abdullah ("Banks ignoring credit card grouses" -- NST, April 4).

However, we must also accept that the core business of banks, or any other business entities for that matter, is to make a profit.

Regarding "fraudulent marketing methods", consumers or credit-card users have a choice -- to buy or not to buy; to acknowledge or ignore the sales gimmicks.

Someone once said that in our so-called supermarket civilisation, "the joy of living is often confused with consumerism". And someone else said: "Success is getting what you want; happiness is wanting what you get." And it pays to know the difference.

Does one need to have so many credit cards? Does one really need to have all the latest gadgets, or that spa and gym membership or that medical plan? The question is, how can any sensible person get carried away and fall for these gimmicks.

Being aware of what we really need and what we want would surely help guard against falling victim to those "fraudulent marketing methods" and sales gimmicks.


 

600 aduan bank bocor maklumat

Utusan Online
ARKIB : 06/04/2009

600 aduan bank bocor maklumat

PETALING JAYA 5 April - Pusat Khidmat Aduan Pengguna Nasional (NCCC) menerima 600 aduan daripada pengguna kad kredit yang mendakwa institusi perbankan 'membocorkan' maklumat peribadi mereka kepada syarikat jualan produk sepanjang tahun lalu.

Ketua Eksekutifnya, Muhammad Sha'ani Abdullah berkata, pengguna mendakwa syarikat berkenaan menggunakan maklumat tersebut untuk 'memperdayakan' mereka dengan pelbagai tawaran.

"Sebagai contoh, banyak pusat kecergasan dan rawatan kecantikan akan menghubungi pengguna kad kredit dengan menawarkan pakej yang menarik dan sesi percuma.

"Sesi percuma itu tidak diberikan sebaliknya pengguna dibawa untuk taklimat dan seterusnya akan dipaksa untuk melanggan pakej yang harganya mencecah ribuan ringgit," katanya.

Beliau berkata demikian pada sidang akhbar mengenai isu bank-bank melanggar peraturan dan garis panduan perbankan di Institut Pemasaran Malaysia (IMM) di sini kelmarin.

Muhammad Sha'ani kesal kerana pihak bank tidak mengamalkan sistem keselamatan kad kredit pelanggan yang sewajarnya sehingga ia dapat digunakan oleh pihak ketiga.

"Beban lain yang ditanggung pengguna ialah pihak bank masih lagi menghantar notis pembayaran faedah meskipun mangsa telah membuat laporan kehilangan kad kredit di bank berkenaan," jelasnya.

Orang ramai yang ingin membuat aduan boleh menghubungi talian 03-78779000 atau e-mel kepada nccc@nccc.org.my


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