Pengguna perihatin

KUALA LUMPUR: It takes more than just a click of a mouse to win your consumer complaint case.

Contrary to what some users of the e-Tribunal System may believe, consumers who submit their complaints online must still follow through with their case by attending the ensuing court hearing.

Federation of Malaysian Consumers Associations (Fomca) secretary-general Muhammad Sha'ani Abdullah said most consumers think their cases could be solved just by entering their complaint into the system.

"This is a huge misunderstanding.

"The system only provides access to legal advice so consumers don't have to go to the tribunal's counter.
"But if they don't show up in court for the hearing, they'll lose the case," he said at the Consumerism Competition's prize-giving ceremony yesterday.

The system, which comes under the Domestic Trade and Consumer Affairs Ministry's Consumer Claims Tribunal, was set up to enhance and facilitate the tribunal's work.

It also allows consumers to make online enquiries and complaints without having to make the trip to the tribunal office.

Muhammad Sha'ani said there was a case where the complainant did not show up in court and lost as he thought that his case could be solved online.

Fomca's chief executive officer Mohd Yusof Abdul Rahman said a majority of consumers were unaware of their rights and usually lost their case as they did not have strong arguments.

He said consumer awareness had not reached a satisfactory level and consumers did not know how to get compensation or fight for their rights.

"Straightforward cases like 'scratch and win' are easy to win, but consumers usually lose because of negligence.

"It's hard to win in service transactions because it involves contracts and agreements.

"So consumers should check the documents thoroughly before buying anything," he said.

Present at the ceremony was the Domestic Trade and Consumer Affairs Ministry deputy secretary-general Daud Tahir, who presented the prizes to more than 60 winners.

P. Dick Horton Ganai, of Sabah, received RM7,000 for winning in the categories of best director and best short film on consumerism.