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CI : November 2009 FOMCA

2009-11-10T14:05:00.000-08:00

November 2009

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.

Business 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.

Companies 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:

housing
scams, and
poor customer service.

A 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

Muhammad 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.'

CI Newletter - November 2009

2009-11-10T14:02:00.000-08:00

Featured member highlight

This 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

Outsource inspection, Government urged

2009-10-31T23:30:00.000-07:00

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.

FREE TRADE: A liberalised mart has its benefits

2009-10-29T18:56:00.000-07:00

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.

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

2009-10-29T18:07:00.000-07:00

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.

NGOs: Govt need to be more open on procurement policies

2009-10-27T18:34:00.000-07:00

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.

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

2009-05-13T20:12:00.001-07:00

Nazri's big taxi test

Mixed response from NGOs, taxi operators over his CVLB promises

Darshini Kandasamy

Thursday, April 23rd, 2009 08:13:00

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."

消費人投訴中心指部份銀行•罔顧法律及持卡人權益

2009-04-12T18:53:00.001-07:00

消費人投訴中心指部份銀行•罔顧法律及持卡人權益

2009-04-03 19:31

（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美容、纖體等配套。

“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情形下簽卡後，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）等銀行以外的第三者投訴。

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

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

2009-04-10T21:50:00.001-07:00

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

2009-04-10T21:43:00.001-07:00

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

NST : The choice is yours, but don't be fleeced

2009-04-04T01:22:00.001-07:00

NST Online » Local News

2009/04/04

The choice is yours, but don't be fleeced

Paul Selvaraj wants Internet users to verify claims they read with consumer watchdog bodies

WHILE it makes good consumer sense to gather and share information online, it makes good sense for the consumer to be wary.

Muhammad Shaani Abdullah says consumers must be careful about believing what they read on the Net

Since anyone using the Internet can become an influencer, there is also the possibility of brand owners exploiting the channels, says Muhammad Shaani Abdullah, chief executive of the National Consumer Complaints Centre (NCCC) .

"With the new media, it is easy to convince others to believe something which may or may not be true.

"Therefore, consumers must exercise caution and be alert whether materials posted on online channels are credible."

Going online to seek information and share their knowledge with other users of products and services is good consumer practice, says Paul Selvaraj, chief executive officer of Consumer Research and Resource Centre.
The Web provides a platform for consumers to take on a more active and creative role in consumerism. Selvaraj feels people trusting a stranger's recommendation online is not necessarily bad.

Rather than believing in strangers, he says, consumers are trusting experienced users who are stating their views without any agenda, he says.

Nonetheless, Selvaraj also cautions Internet users not to take everything they read and see online as the absolute truth

"It is always good that people refer to consumer watchdog groups which take on a neutral stand. This can be good reference point for consumers.

"Online magazines like Choice, which provides unbiased trusted information, can be a good referral point."

As information is shared on a global scale, consumers can easily learn about a product from someone across the globe even before the product comes to their country. "They then become more aware of the quality of the product."

With products and services coming under a higher level of scrutiny, Selvaraj says companies and brand owners have to be more transparent and honest in their advertising.

NST : Banks ignoring credit card grouses

2009-04-04T00:35:00.001-07:00

NST Online » Local News

2009/04/04

Banks ignoring credit card grouses

By : Veena Babulal

National Consumer Complaints Centre chief executive officer, Muhammad Sha'ani Abdullah says the authorities should clamp down on unfair practices.

PETALING JAYA: Banks are closing an eye to the misdeeds of merchants at the expense of millions of credit card users nationwide.

National Consumer Complaints Centre chief executive officer Muhammad Shaani Abdullah claimed banks were hounding card holders and siding with businesses which subscribed to their services, regardless of the latter's fraudulent marketing methods.

More than 500 complaints received by the centre yearly in 2007 and last year were lodged against banks, based on its "plastic" services and in almost 80 per cent of the complaints, there was evidence that banks allowed merchants to gain the upper hand.

A total of 510 and 600 of these complaints were lodged with the NCCC in 2007 and last year respectively.

"Credit card users are force-sold goods and services but when they decide to cancel the purchase, banks refuse to do so because they have entered into written agreements with these companies," said Shaani here yesterday.

He estimated that 100 complaints about this problem were lodged in 2007 while 300 complaints were lodged last year.

The number of reports lodged against beauty and fitness outfits had also increased from 20 per cent to 50 per cent of the total number of complaints in the same period.

Shaani also pointed out the coincidence that consumers only seemed to get SMS on "hot deals" after signing up for a card.

"The modus operandi is the same. Card users would be promoted a free spa, time share packages or such by some establishments and when they reach there, they would be forced to subscribe for the service for a year or two," he said.

Shaani also added that most who bought into the gimmick claimed that no packages were available upon arrival.

And besides being given cryptic omens about their health and so forth, they were also persuaded to buy products as there were bouncers present.

"We have been calling the authorities to clamp down on this unfair practice for a long time. Even though Bank Negara and the Domestic Trade and Consumer Affairs Ministry met and discussed a proposal two months ago to empower banks to withold transactions once card users retract purchases, until now there's been no word from them," he said.

Shaani added that for the first three months of the year, there were already some 50 complaints against banks refusing to cancel such transactions.

Meanwhile, he said banks were increasingly allowing credit cards to be used for long term debts such as down payments on homes, investment schemes, gym memberships, time share packages, medical plans and other subscriptions that stretch over a year or two to pay and cost thousands of ringgit.

He also pointed out that many fitness centres swiped cards for membership fees for branches which had either closed down or had yet to open.

Packages also cite promotions applicable for cardholders from certain banks only.

Last year alone there were 50 of the 125 reports on fitness centres named.

Besides that, the NCCC also received 80 credit card reports on gyms and fitness centres in 2007 alone, some of which had shutdown altogether but banks continued to bill card holders.

"Despite being informed, banks are still billing and sending legal notices to members of these phantom gyms. Why should the onus be on the consumer to prove that the establishment was up and running. Shouldn't the banks investigate a company or individual agreeing to be their service provider?

"The crux of all these issues is why should banks care when they are getting a service charge of two to three per cent as well as interest on subsequent late payment?

"Why should the institution cancel one's debt when they can continue receiving money from a person?" asked Shaani.

Harian Metro : Perangkap hutang

2009-04-04T00:22:00.001-07:00

myMetro » Setempat 4hb April 2009

Perangkap hutang

Oleh Mohd Azam Shah Yaacob
mohdazam@hmetro.com.my

PETALING JAYA: Orang ramai khususnya pemegang kad kredit diminta berhati-hati berikutan peningkatan penyelewengan kad kredit yang dipercayai turut didalangi pihak bank.

Ini berikutan, Pusat Khidmat Aduan Pengguna Nasional (NCCC) mengesan ada antara pihak bank melanggar peraturan perbankan yang sudah ditetapkan dengan menawarkan pemilikan lebih dari satu kad kredit dalam memerangkap pengguna untuk berbelanja daripada jumlah termampu.

Ketua Eksekutifnya, Muhammad Sha'ani Abdullah, berkata pada tahun lalu, sebanyak 1,200 aduan diterima pihaknya membabitkan pihak bank terutamanya dalam urusan kad kredit.

Katanya, ada antara aduan itu membabitkan pengurusan pihak bank yang menjerat mangsa dengan meluluskan sehingga empat kad kredit kepada seseorang individu sehingga mangsa tidak mampu membayar hutang atau ansuran kad berkenaan.

"Kita melihat perkara ini sebagai satu masalah serius kerana jumlah aduan yang diterima sehingga kini adalah sangat tinggi.

"Malah, ada antara pengadu memberitahu mereka terjerat apabila pihak bank meluluskan empat pemilikan kad kredit pada satu masa bagi membolehkan mereka membeli barangan yang melebihi daripada jumlah had perbelanjaan dalam satu kad kredit yang dimiliki sebelum itu," katanya dalam sidang akhbar mengenai pelanggaran garis panduan dan perbankan oleh pihak bank, di sini semalam.

Bernama : Fiscal Package Can Spur Growth - Economist

2009-03-31T18:31:00.001-07:00

General

March 10, 2009 21:15 PM

Fiscal Package Can Spur Growth - Economist

KUALA LUMPUR, March 10 (Bernama) -- The RM15 billion fiscal injection in the RM60 billion stimulus package is a short-term measure to avoid the contraction of the economy, said an economist.

Prof Dr Mansor Jusoh of Universiti Kebangsaan Malaysia (UKM) said the fiscal injection would ensure that the Gross Domestic Product (GNP) growth would not be negative due to lower demand for Malaysian products from abroad.

"However, the effect will depend on how the allocation is spent," he said when commenting on the mini budget tabled by Deputy Prime Minister and Finance Minister Datuk Seri Najib Tun Razak at the Dewan Rakyat here today.

The RM60 billion package, to be implemented over 2009 and 2010, includes RM15 billion as fiscal injection, RM25 billion in Guarantee Funds, RM10 billion for equity investments, RM7 billion for private finance initiatives and off-budget projects, as well as RM3 billion in tax incentives.

Prof Mansor said the fiscal injection would ensure that the unemployment rate would not worsen and the workers would not be victimised.

He said in the long run the fiscal stimulus would influence the perception of the people and the international communities and create a good investment climate.

National Union of the Teaching Profession (NUTP) secretary-general Lok Yim Pheng said the fiscal stimulus was timely as facilities at missionary schools needed to be upgraded.

"This is good news for schools including those in the interior which needed funds to upgrade their facilities and basic infrastructure like access roads to schools," she said.

West Malaysia Malay Teachers Union president Mohamed Sabri Mohd Arsad said basic amenities in schools ought to be upgraded for students' convenience and safety.

He said technical officers at district education offices should inspect the schools in their areas and recommend repair and upgrading works.

"This will ensure repair and upgrading works can be carried out quickly as schools are rather slow in filing complaints on the maintenance and repair works needed," he said.

In MELAKA, Melaka Chief Minister Datuk Seri Mohd Ali Rustam said the people should participate actively in the economic activities to earn extra income.

"As the package will benefit everybody, it shows that the government is not neglecting the people in facing the economic downturn," he said, adding that, the implementation of the fiscal stimulus should be monitored to ensure its effectiveness.

In IPOH, Perak Menteri Besar Datuk Dr Zambry Abdul Kadir said the opposition should help make the second economic stimulus a success and cut down on politics.

"It is a comprehensive package that will benefit the people, and the public and private sectors.

"It should not be viewed as a political expediency to serve the interest of certain groups," he told reporters at his residence here today.

Human Resources Minister Datuk Dr S.Subramaniam said the additional RM50 million allocated under the second economic stimulus package would be spent to rebuild 40 Tamil schools.

"With RM50 million allocated under the first economic stimulus package and RM30 million more approved before the last general election, we now have RM130 million to rebuild Tamil schools," he said.

National House Buyers Association (HBA) honorary secretary-general Chang Kim Loong described the RM200 million allocation to build more low-cost houses as a dream come true for the lower income group.

He said the mini budget should have allocate funds to revive abandoned housing projects to help buyers who had become victims.

Federation of Malaysian Consumer Association (Fomca) president Datuk N.Marimuthu said the package would benefit all sectors and hoped it would be implemented effectively.

"More importantly, it will ease the burden of the lower income group as we can be rest assured that essential items like prices of sugar, flour and bread, and toll charges will not be increased," he said.

Fomca secretary Muhamad Sha'ani Abdullah said the package would create confidence among consumers that their purchasing power would not be decreased.

"With more jobs being created, the purchasing power will increase. How strong will it be is yet to be seen," he said.

-- BERNAMA

TechRadar UK : Nobody takes videogame ratings seriously

2009-03-31T18:28:00.001-07:00

Gaming News

Nobody takes videogame ratings seriously

Opinion: it is time that parents were properly educated

March 17th | 2009

Does this even mean anything to most parents buying games for their kids?

As we await the outcome of the ongoing debate in the UK as to the best ways of rating videogames – with the industry-sponsored PEGI system currently pitted against the traditional ratings body the BBFC – it seems that the problem is, if anything, far more acute over in the Far East.

According to the Malaysian New Straits Times, the Secretary General of the Malaysian Consumers' Association and Chief Exec of the country's National Consumer Complaints Centre (NCCC), Muhammad Sha'ani Abdullah, said this week that Malaysian game retailers and buyers simply do not take ratings seriously.

"These classifications [ESRB ratings] are given by the producers of the games but when they are sold, traders rarely make it a practice to sell according to the recommended age group. They do not see how serious an impact it can have on children," he said.

Renegade retailers

Much the same can be said of many UK retailers and game consumers and the issue is becoming increasingly more worrying for those of us that consider ourselves responsible adult gamers.

We don't want to see gaming become demonised any more so that it currently is, clearly, but at the same time we really want to see parents and retailers act a little bit (in fact, a LOT) more responsibly than they currently appear to be doing.

While there has been some controversy in the British games industry of late regarding a recent UK Government sponsored campaign to promote healthy lifestyles among children (featuring pictures of young gamers slumped and lifeless) there is obviously the vital need for all parents to ensure that their children don't spend too long gaming at the expense of their health and education.

This is in no way a slur on gaming or the games industry. It is just basic and very obvious common sense.

Fine line of good parenting

It is a fine line, but it is one which the parent needs to learn how to negotiate. Communicating with their offspring about the games they play (and the games they are not allowed to play, and why not) is key.

"It is similar to what happened when junk food and fast food became available to children. We are now seeing many obese children," added Muhammad Sha'ani Abdullah

"Similarly, in 20 years, we may have adults who practise the wrong values... Parents must ensure they are not building a generation of fat, violent kids."

By Adam Hartley

NST : Video Games: Fighting violence

2009-03-16T18:21:00.000-07:00

Video Games: Fighting violence

NST Online » Frontpage

2009/03/16

By : Lydia Gomez

DO parents really know what they are buying when they pick up video games for their children?

Video games have ratings to warn parents of their contents but in many cases, parents and vendors are not aware of how important these ratings are, or even of their presence.

Federation of Malaysian Consumers' Association secretary-general and chief executive of the National Consumer Complaints Centre (NCCC), Muhammad Sha'ani Abdullah, said traders and buyers alike did not take the ratings seriously.

"These classifications are given by the producers of the games but when they are sold, traders rarely make it a practice to sell according to the recommended age group. They do not see how serious an impact it can have on children," he said.

Sha'ani said exposure to negative content at a very young age could affect children later in their life.

"It is similar to what happened when junk food and fast food became available to children. We are now seeing many obese children.

"Similarly, in 20 years, we may have adults who practise the wrong values," he said.

He added that it was important for parents to check the ratings of games bought by their children.

"There is no law on video games. Therefore, these ratings must be actively promoted to parents."

Another consumer advocate said the government should consider imposing rules on the sale of video games, much like the way children were not allowed to watch certain movies.

He admitted, however, it could be difficult to enforce because many of the video games on the market were pirated copies and sold "underground".

"The onus is on parents. Just as many failed to realise the dangers posed by junk food, today's parents are also failing to realise the dangers of violent video games and television shows," he said.

He said the government was doing something about violence on TV by having certain programmes aired only later in the night.

"However, for video games, it is the parents' duty to ensure they don't contain violent content.

"Parents must ensure they are not building a generation of fat, violent kids."

THE Entertainment Software Rating Board is a self-regulatory body that puts up ratings, advertising guidelines and online privacy principles for computer and video games and other entertainment software in the United States. These ratings are a general guide to the age limit set for various genres of video games available in most countries.

- EC (Early Childhood): Contains content that is considered suitable for children aged 3 and older. Contains no material that parents would find inappropriate.

- E (Everyone): Contains content that is considered unsuitable for children under 6. Titles in this category may contain minimal cartoon, fantasy or mild violence and/or infrequent use of mild language.

- E10+ (Everyone 10 and older): Contains content that is considered unsuitable for children under 10. Titles in this category may contain more cartoon, fantasy or mild violence, mild language and/or minimal suggestive themes.

- T (Teen): Contains content that is considered unsuitable for children under 13. Titles in this category may contain violence, suggestive themes, crude humour, minimal blood, simulated gambling, and/or infrequent use of strong language.

- M (Mature): Contains content that is more suitable for people aged 17 and above. Those below that age must be companied by adult in order to play the games. Titles in this category may contain intense violence, blood and gore, sexual content and/or strong language.

- AO (Adults Only): Contains content that is not suitable for people under 18. These may include adult video games that depict sex and nudity and/or extreme depictions of violence that include blood and gore.

- RP (Rating Pending): Product has been submitted to the Entertainment Software Rating Board and is awaiting final rating. This symbol appears only in advertising prior to a game's release.

Govt Urged To Renegotiate Contracts With Highway Operators

2009-02-28T05:04:00.000-08:00

February 28, 2009 19:31 PM

Govt Urged To Renegotiate Contracts With Highway Operators

By Voon Miaw Ping

KUALA LUMPUR, Feb 28 (Bernama) -- Transparency International Malaysia (TI-M) today urged the government to renegotiate highway concession contracts will all operators.

The concessionaires, meanwhile, should justify their toll collection structure and make public their annual revenue from toll collections, said TI-M president Tan Sri R.V. Navaratnam.

"There is still a nagging question that goes unanswered for so long -- why are they overcharging the people?

"The public wants more transparency and accountability on the profit made by the concessionaires," he said to Bernama.

Works Minister Datuk Seri Mohd Zin Mohamed announced on Thursday that toll rates for five expressways -- North-South Expressway, Western Kuala Lumpur Traffic Dispersal System Expressway, Ampang-Kuala Lumpur Elevated Highway, Sungai Besi Highway and New Pantai Expressway -- would increase between 0.68 sen and 50 sen from March 1.

The next day, however after a public outcry, the Cabinet decided to postpone the hike indefinitely and as a result, the government now would have to fork out at least RM287 million this year to compensate the concession holders.

While welcoming the Cabinet's latest decision, Navaratnam said the government should have been more transparent and accountable as the compensation "involves a wastage of huge amount of public funds".

"The people wants to know why the government need to compensate so much to these concessionaires," he said.

Meanwhile, the Federation of Malaysian Consumers Association (Fomca) called on the government to rectify any unfairness in the concession agreements which it said was tantamount to "daylight robbery".

Fomca secretary-general Muhammad Sha'ani Abdullah said the agreements only benefited certain stakeholders and the government should seriously consider buying out the concessionaires now for all the people to benefit in the long run.

"The government can buy out these concessionaires as the government owns a majority of the shares. Why it needs to bow to their demands while the welfare of the largest stakeholder -- the people -- is at stake," he said.

-- BERNAMA

Groups call for buyouts, new highway deals

2009-02-27T04:32:00.000-08:00

Friday February 27, 2009
Groups call for buyouts, new highway deals

PATTAYA (Thailand): Prime Minister Datuk Seri Abdullah Ahmad Badawi has asked for the decision to increase the toll rates on five major highways to be reconsidered.

Abdullah, who joined a chorus of various consumer-related bodies in the call for the reconsideration, said the matter would be discussed in the Cabinet meeting today chaired by Deputy Prime Minister Datuk Seri Najib Tun Razak.

Mohd Zin had said road users would have to pay higher tolls for five major highways beginning March 1.

The highways affected are the North-South Expressway (PLUS), Sprint / Kerinchi / Damansara Link highways, Ampang-Kuala Lumpur Expressway (Akleh), Sungai Besi Highway and the New Pantai Expressway (NPE).

Abdullah said the decision to increase the toll rates was made two or three weeks ago.

“However, the situation has now changed, and the economy has not become better as yet, he said.

“People are having difficulties. The situation is not right for a toll increase. I feel the matter needs to be discussed again in the Cabinet.”

“The decision may come in the form of measures that will included in the second stimulus package or through some other measures.

“I think that’s the best that we can do – conduct a review and decide on whatever that is appropriate,” he told reporters after attending the Third Asean Defence Ministers’ Meeting here yesterday. Today he will be in Hua Hin to attend the Asean Summit.

In Petaling Jaya, the Federation of Malaysian Consumer Associations said the Government must immediately renegotiate all concession agreements.

Secretary-general Muhammad Sha’ani Abdullah said the Government’s decision to allow highway concessionaires to increase toll rates was not in line with the economic policies to deal with the current economic situation.

Pan-Malaysian Bus Operators Association president Datuk Ashfar Ali said the timing of the toll increase was bad.

“It is ridiculous for the Government to keep increasing the rates when they are dragging their feet on a fare increase for the bus industry,” he said.

Pan-Malaysian Lorry Operators Association president Er Sui See said he proposed that the Employees Provident Fund buy over the highways.

Fomca: Smart traffic lights can ease jams

2009-02-25T04:35:00.000-08:00

Wednesday February 25, 2009
Fomca: Smart traffic lights can ease jams

KUALA LUMPUR: Traffic congestion in the city during peak hours can be minimised by using smart traffic lights, said the Federation of Malaysian Consumers’ Association.

Association secretary-general Muhammad Shaani Abdullah said the lights would allow the traffic police to concentrate on enforcing rules and regulations instead of guiding motorists.

“It is often the queue jumping and overtaking at the double line that causes traff ic congestions,” he told Bernama.

Muhammad said the smart traffic lights could easily be synchronised to ensure smoother traffic flow.

On the government’s move to install closed circuit television camera to nab speeding motorists or reckless drivers, Muhammad said it would not be effective if not monitored closely.

“This is nothing new. It was done before and the results were not encouraging,” he added.

Lupakan pelaris: Bersih, layanan baik kunci tarik ramai pelanggan

2009-02-24T04:41:00.000-08:00

ARKIB : 24/02/2009
Lupakan pelaris: Bersih, layanan baik kunci tarik ramai pelanggan

KUALA LUMPUR 23 Feb. - Lupakan pelaris. Kebersihan dan layanan baik serta cekap adalah faktor utama untuk menarik pelanggan.

Rahsia kejayaan itu dikongsi oleh Pengarah Urusan Restoran Hakim Sdn. Bhd., Hakimsa Abdul Karim yang menguruskan perniagaan Restoran Hakim sejak lebih 40 tahun lalu.

"Saya tak percaya pelaris. Kalau Tuhan tak izinkan hikmat pelaris itu, ia tetap takkan menjadi. Kalau begitu, yang paling penting minta tolong daripada Tuhan.

"Setiap pengusaha kedai makan perlu jujur terhadap pelanggan. Gunakan bahan yang halal dan segar dalam masakan," katanya.

Sepanjang pengalaman membuka puluhan cawangan Restoran Hakim, Hakimsa mengakui ada pengusaha kedai makan menggunakan bermacam jenis pelaris bagi menarik pelanggan.

"Ada pengusaha restoran jumpa bomoh di dalam atau luar negara bagi mencari barang pelaris. Itu bertentangan dengan ajaran Islam.

"Segelintir pengusaha yang buat perniagaan kedai bersebelahan sampai jatuh. Ada yang gantung ayat tertentu sebab percaya ada kuasa melariskan perniagaan mereka, ini pun salah," katanya ketika dihubungi Utusan Malaysia di sini hari ini.

Beliau mengulas laporan khas Utusan Malaysia semalam mengenai penggunaan pelaris dalam perniagaan restoran untuk menarik pelanggan dan mendapatkan untung lumayan dengan cara cepat serta mudah.

Laporan berkenaan mendedahkan ada peniaga meminta pertolongan makhluk halus iaitu jin untuk menjatuhkan perniagaan orang lain.

Hakimsa menambah, faktor lain yang menjanjikan kejayaan perniagaan seseorang pengusaha ialah layanan baik kepada para pekerja dan menunaikan tuntutan Islam.

Jelasnya, pengusaha tidak jujur pasti menerima kesan daripada perbuatan mereka menggunakan pelaris, termasuk apabila pelanggan menipu mereka dengan tidak membayar makanan, akhirnya mereka rugi.

"Rezeki hasil jualan akan menjadi darah daging dan keturunan, jadi perniagaan yang halal penting bagi melahirkan generasi yang baik," katanya.

Presiden Ikatan Rakyat Insan Muslim Malaysia (IRIMM), Amir Amsa Alla Pitchay menegaskan, tiada jalan pintas untuk berjaya dalam perniagaan.

"Perniagaan dengan hati ikhlas pasti akan dibantu dan diberkati oleh Allah.

"Apa yang saya dengar dan lihat, pelaris digunakan semua kaum. Apa pun alasannya ia tetap salah, karut dan khurafat dalam mana-mana agama.

"Dengan layanan yang baik dan mesra di samping kedai yang bersih akan membuatkan pelanggan datang berulang kali ke kedai kita," katanya.

Sementara itu, Setiausaha Agung Gabungan Persatuan Pengguna Malaysia (FOMCA), Muhammad Sha'ani Abdullah pula berkata, pengusaha restoran yang menggunakan pelaris hanya mementingkan keuntungan.

Sehubungan itu, katanya, apa yang dijual di restoran itu pastinya lebih menjurus kepada mencari untung semata-mata termasuk dari segi perkhidmatan dan harga makanan.

"Pelanggan kena berhati-hati masuk ke kedai makan. Kalau tahu ada tanda-tanda mereka guna pelaris, jangan datang lagi," katanya.

Police Should Concentrate On Enforcement - Fomca

2009-02-24T04:29:00.000-08:00

February 24, 2009 14:48 PM

Police Should Concentrate On Enforcement - Fomca

KUALA LUMPUR, Feb 24 (Bernama) -- Traffic congestion in the city during peak hours can be minimised by using smart traffic lights, the Federation of Malaysian Consumers Association (Fomca) said.

The lights would also free traffic police to concentrate on enforcing rules and regulations, Fomca secretary-general Muhammad Shaani Abdullah said, adding that police could be more productive in ensuring that motorists adhere to rules and avoid queue jumping rather than guiding motorists, he added.

"It was often the queue jumping, crossing double line and speeding that caused traffic slow down and congestions," he said told Bernama.

Muhammad said the lights could easily be synchronised to ensure a smoother flow of traffic.

On the government's move to install closed-circuit television (CCTV) camera to nab speeding motorists or reckless drivers, Muhammad said, this would not be effective if it was not monitored closely.

"This is nothing new, it had been done before and the results were not encouraging," he added.

-- BERNAMA

Selangor diminta segera muktamadkan perjanjian air

2009-02-22T04:24:00.000-08:00

Selangor diminta segera muktamadkan perjanjian air

22/02/2009 2:26pm

KUALA LUMPUR 22 Feb. — Forum Air Malaysia (FAM) dan Gabungan Persatuan Pengguna Malaysia (FOMCA) hari ini meminta kerajaan Selangor dan pemegang konsesi air swasta yang berkenaan supaya segera memuktamadkan rundingan mereka demi kepentingan pengguna.

Kerajaan Selangor, yang merupakan pemegang saham minoriti dalam konsesi itu, belum dapat menyelesaikan beberapa perkara berhubung rancangannya untuk membeli kepentingan rakan kongsinya bagi menyusun semula sistem penyampaian dan merawat air di kawasan tertentu .

“Kelewatan ini akan memberi kesan besar terhadap tarif air di Selangor, Kuala Lumpur dan Putrajaya,” kata pertubuhan itu dalam kenyataan bersama kepada Bernama.

FAM bertindak sebagai penasihat kepada Suruhanjaya Perkhidmatan Air Kebangsaan (SPAN) mengenai isu berkaitan pengguna, manakala FOMCA memperjuang kepentingan seluruh masyarakat pengguna dalam semua isu.

Kenyataan yang ditandatangani bersama oleh setiausaha agung FAM Piarapakaran Subramaniam dan setiausaha agung FOMCA Muhammad Shaani Abdullah itu menyatakan bahawa sekiranya rundingan berkenaan tidak dimuktamadkan menjelang 31 Mac ini seperti yang ditetapkan oleh Kerajaan Persekutuan, maka tarik air di tiga kawasan berkenaan akan dinaikkan sebanyak 37 peratus.

Memandangkan rundingan itu tidak menampakkan tanda-tanda akan mencapai kesudahannya, SPAN membayangkan rancangannya untuk mengadakan rundingan secara terus dengan pemegang konsesi terbabit bagi mempercepat urusan berkenaan.

Rancangan ini bagaimanapun dibantah keras oleh kerajaan Selangor.

— BERNAMA

Persatuan mahu harga barang keperluan kekal

2009-02-18T04:22:00.000-08:00

ARKIB : 18/02/2009
Persatuan mahu harga barang keperluan kekal

KUALA LUMPUR 17 Feb. - Persatuan pengguna mahu kerajaan mengekalkan harga asal barang-barang keperluan walaupun harganya kini semakin meningkat di pasaran dunia supaya orang ramai tidak dibebankan lagi dengan kenaikan kos sara hidup.

Presiden Persatuan Pengguna Subang dan Shah Alam (CASSA), Datuk Dr. Jacob George berkata, kebanyakan barangan keperluan termasuk gula dan beras diimport dari luar negara dan harga barangan tersebut meningkat semakin tinggi di pasaran global.

Beliau berkata, pihaknya memahami kerajaan tidak dapat mengurangkan harga barang secara drastik ketika ini bagi meringankan beban rakyat tempatan.

''Dalam situasi sebegini, cadangan kerajaan tidak akan menaikkan harga gula menunjukkan bahawa mereka sangat prihatin terhadap rakyat,'' katanya ketika dihubungi Utusan Malaysia di sini semalam.

Beliau berkata demikian ketika diminta mengulas cadangan Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (KPDNHEP) yang tidak akan menaikkan harga gula dalam masa terdekat selepas mengadakan perbincangan dengan pihak industri.

Tambah beliau, kerajaan juga tidak boleh membenarkan sesebuah syarikat untuk memonopoli sebarang tender pada masa kini.

''Tindakan itu sudah pasti akan memberi impak besar pada industri dan syarikat lain ketika negara menghadapi krisis ekonomi,'' jelasnya.

Sementara itu, Setiausaha Agung Gabungan Persatuan Pengguna Malaysia (FOMCA), Muhammad Sha'ani Abdullah berkata, pihaknya menyambut baik cadangan kerajaan yang tidak akan membebankan masyarakat dengan meningkatkan harga barangan keperluan.

Katanya, jika harga gula dinaikkan, semua barangan yang diperbuat menggunakan campuran gula terpaksa dinaikkan.

''Ini akan mengakibatkan kos sara hidup turut naik dalam keadaan ekonomi yang tidak menentu kini.

''Jika harga barangan keperluan dinaikkan, kerajaan harus menanggung kenaikan harga barangan itu dengan memberi subsidi khas,'' ujarnya.

Pada masa ini katanya, kerajaan harus lebih prihatin terhadap rakyat kerana ramai yang telah diberhentikan kerja ekoran masalah kegawatan ekonomi.

''Kami berharap pihak kerajaan tidak akan memberikan beban kepada masyarakat dengan menaikkan harga barangan keperluan seperti susu, gula dan beras,'' jelasnya.

Toll at PJS2 plaza abolished

2009-02-13T16:45:00.000-08:00

Saturday February 14, 2009
Toll at PJS2 plaza abolished
By LESTER KONG and LOH FOON FONG

PETALING JAYA: Toll collection at the Kuala Lumpur-bound toll plaza at PJS2 on the New Pantai Expressway (NPE) has been abolished from midnight last night.

The Cabinet decided to do away with the RM1.60 toll last week, said Works Minister Datuk Seri Mohd Zin Mohamed yesterday.

“The decision by the Cabinet was a consequence of the Works Ministry’s memorandum to abolish the toll. Since tomorrow is Valentine’s Day, it is also the Government’s way to show love to the rakyat,” he said during the announcement ceremony of the abolishment.

Mohd Zin said removing the toll was also meant to soften the effects of economic uncertainties for the nearby residents who had to pay RM1.60 every time they drove towards Kuala Lumpur since April 2004.

Mohd Zin did not specify the amount of compensation to be paid to concessionaire NPE Sdn Bhd.

Officials of the consessionaire could not be reached for comment.

Meanwhile, a small but noisy crowd of Umno, PAS and PKR supporters turned up to support the abolishment of the toll charge, which was considered a Valentine’s Day gift not only to road users heading to Kuala Lumpur but also for the 30,000 residents of nearby Taman Medan and Kampung Dato’ Haron.

However, PKR’s Taman Medan assemblyman Haniza Mohd Talha said the Government must also abolish toll on the opposite side of the highway, heading towards Subang Jaya and Kelana Jaya.

“The problem is there will still be traffic congestion at peak hours on the Taman Medan and Kampung Dato Harun side (coming from Kuala Lumpur),” she said when contacted yesterday.

Haniza added that road users exiting via Kampung Dato Haron would still have to pay toll to go to Kuala Lumpur since they would have to pay on the Subang Jaya-bound side first before making a U-turn.

She said Taman Medan PKR would continue to fight for the other toll charges to be abolished.

Petaling Jaya Utara MP Tony Pua, who heads the DAP team tasked to scrutinise toll concessionaire agreements, said that he welcomed the abolition of the toll at PJS2.

The concern is whether the Government has to pay compensation and if it needs to, the amount should be scrutinised and it should be minimal, he said.

Fomca secretary-general Muhammad Sha’ani Abdullah said that while the move is good, the reason for the move should be made known.

It would be unfair if the concessionaire is losing money and the Government has to compensate, he said.

Fomca’s stand is that there should be no toll charges for roads because they are common property and the country has the funds to develop these social services, he said.

Banks lower interest rates and penalty for late payment

2009-02-13T16:44:00.000-08:00

Friday February 13, 2009
Banks lower interest rates and penalty for late payment
By FLORENCE A. SAMY and NURBAITI HAMDAN

PETALING JAYA: Credit card interest rates and penalty fees are going down.

Cardholders who pay at least the minimum amount promptly over 12 consecutive months (Tier-1) will pay 13.5% in annual interest from March 31, from the present 15%.

For those who pay promptly for at least 10 consecutive months (Tier-II), the interest rate will be 16%, down from 17%.

For those who do not fall into both these categories (Tier-III), the interest rate will be 17.5%, a minimal 0.5% reduction from 18%.

The present minimum late payment fee of RM10, or 1% of the total outstanding balance will also be reduced to RM5, and the RM100 maximum fee cut to RM75.

ABM chairman Datuk Seri Abdul Hamidy Abdul Hafiz, who announced the changes in a statement yesterday, said banks “have listened” to encourage good repayment habits and instil financial discipline.

“Existing local credit card charges are already among the lowest in Asia, which range from 18% to 42% elsewhere in the region. “We hope the latest measures will motivate credit card holders to diligently make at least the monthly minimum payment of 5% of their total outstanding balance promptly,’’ he added.

Sunday Star front-paged consumers rallying for credit card interest rates to be reduced to help them get out of debt.

There are 10.3 million cardholders in the country with total debt standing at RM22.8bil as of December last year.

“The reductions in interest rates should give rise to savings for all credit cardholders to better enable them to make the minimum payment.

“It is also envisaged that more Tier-I cardholders can now afford to plan to settle their outstanding amount in full every month,” Abdul Hamidy added.

He said the different incremental reduction in interest rates of 1.5% between Tier-III and Tier-II and 2.5% between Tier-II and Tier-I would also encourage prudent repayment habits and instil strong personal finance management.

“The revisions not only demonstrate a reasonable, responsive and dynamic Malaysian financial system but are also in line with the underpinning principle of the tiered interest rate scheme introduced last year, that is to encourage good repayment habits and financial discipline,” he added.

Credit risk costs, he added, was expected to climb in a worsening economic environment, but banks would be closely monitoring the situation in the months ahead.

“The public must still exercise great caution and control over personal spending and live within one’s means,” he advised.

Fomca secretary-general Muhammad Sha’ani Abdullah said although the reduced interest rates would help cardholders who had outstanding balances, “the numbers are still toosmall.”

“Muhammad Sha’ani suggested that banks allow cardholders to reschedule loans by converting their credit card balances to term loans with a 10% interest rate.

Don't be fooled by disclaimers

2009-02-13T16:43:00.000-08:00

NST Online » Local News
2009/02/14
Don't be fooled by disclaimers
By Lydia Gomezlegomez@nst.com.my

PETALING JAYA: Who says that "goods sold are not returnable", "deposits are non-refundable", or "once broken considered sold"?
According to the National Consumer Complaints Centre, the public should not be fooled by these disclaimers which are not based on the law.

Its chief executive, Muhammad Shaani Abdullah, said they were unlawful and should not be displayed on receipts or within shops.

The centre received 1,500 complaints last year on warranty and guarantee issues.

"The consumer has several laws to protect him from traders and retailers who do not take responsibility for their products.
"It is wrong to exclude warranties and guarantees for goods and services rendered."

He said the culture of placing such disclaimers was more of a case of "follow the leader".

"Traders just follow this practice without knowing that there are laws against it.

"It creates an impression that they can deny buyers the right to have their money back or items replaced."

Shaani said it was only when the law was pointed out to them did they realise that it was unlawful to have disclaimers in their shops and on receipts.

"When consumers read notices like this, they just follow them.

"In actual fact, when they adhere to it, they are losing out on their right to not buy sub-standard products, especially in cases of automobiles, hand phones and electrical goods."

The problem also extended to misleading advertisements, delays in warranty services, unavailable spare parts and parking lots.

"Parking lot operators are offering a service and the consumer is paying for it.

"They cannot make claims like 'park at your own risk'. If there is theft or a break in, they should be responsible."

He traced the problem back to the lack of awareness and enforcement by authorities.

Muhammad said there were ethical guidelines for traders which have not been promoted.

"Nobody has the right to hold deposits paid.

"Consumers should ask the service provider to justify why money has been forfeited.

"It is not easy for the authorities to track down all these traders, but they can send them circulars."

NCCC complaints manager Yesotha Balakrishnan said in many cases, the fault was not solely with traders, but with manufacturers as well.

Many retailers, when approached by officers from NCCC, claimed that they were not given warranties by manufacturers which made it "acceptable" not to provide customers the same protection.

"They have not even heard of it. In the present economic crisis, people are looking for cheaper goods and these traders should stick to quality standards.

"We have had cases where engines of brand new cars fall off, electrical items exploding and hand phones not returned after being sent for repair."

She said electrical goods had to be certified by Sirim.

"But if you buy a kettle and it bursts the first time you use it, do you just go back and ask for a replacement?

"If these standards are taken seriously, the whole batch should be recalled."

NCCC manager Shashi Kumar Nagesvaran said it was unlawful for retailers not to take responsibility for defects and malfunctioning goods as they were also responsible for the buyer's safety.

But what happens if the disclaimer notice has been signed by the consumer?

"They can still demand a warranty or guarantee because that notice is not valid by law.

"The consumer can take the manufacturer to the Consumer Claims Tribunal and the responsible party can be fined."

Electricity tariff down by 2.5%

2009-02-12T16:51:00.000-08:00

Thursday February 12, 2009
Electricity tariff down by 2.5%
By SIM LEOI LEOI

PUTRAJAYA: Malaysians will enjoy cheaper electricity from next month.

Some 5.2 million domestic users and households can expect a 2.54% reduction in electricity tariffs, while commercial and industrial users will see cuts of 2.7% to 5%. The Government also announced the reduction of gas prices for industrial use of between 32% and 35%.

On average, the price of electricity will come down to 31.31 sen per kilowatt hour from 32.5 sen previously.

Energy, Water and Communications Minister Datuk Shaziman Mansor said the electricity rates would be reviewed again on July 1, and subsequently every six months, to reflect the global price of gas and coal.

“We hope this reduction will benefit all users, particularly those in the industrial sector, and help lower their operational costs during the current economic crisis,” he said yesterday.

“For domestic users, the Government would have liked to reduce the electricity rates by a bigger margin. However, when we reviewed the electricity tariffs last July, we only allowed a slight increase despite the spiralling prices of oil and gas at that time.

“The reduction today will better reflect market prices. Our energy generation is also by coal, which has not shown any significant reduction in price.”

Shaziman said the price of coal was now US$85 (RM307.70) a tonne, up from US$75 (RM271.50) last July.

Shaziman said another reason for the lower than expected reduction was that the Government had decided to divert 100 million standard cubic feet per day’s supply of gas meant for the electricity sector to industries starting this year.

“This is meant to spur the economy as well as enhance investor confidence in Malaysia,” he said.

The reduction received mixed reactions from consumer groups. Most said the cut could have been lower. Fomca secretary-general Muhd Sha’ani Abdullah said the reduction was too small to make any significant impact.

Help consumers with easy loans, banks told

2009-02-12T16:40:00.000-08:00

Help consumers with easy loans, banks told

Published on: Thursday, February 12, 2009

Kuala Lumpur: Banks should take proactive measures to help boost consumers' confidence by providing easy term loans, overdraft facilities and other forms of flexible credit, the Federation of Malaysian Consumers Association (Fomca) said Wednesday.

Its secretary-general Muhammad Shaani Abdullah said such credit availability would be useful, particularly to small businessmen intending to expand their businesses and those wanting to buy houses and motor vehicles or invest in the stock market.

He said there was sufficient liquidity in the banking system to allow such a move which would go a long way to create a positive ripple effect on the country's current economic situation.

Muhammad Shaani said at present small businesses and self-employed people were finding it difficult to obtain credit facilities from banks.

Banks, according to him, were placing too many conditions for these groups to obtain credit.

"We are not suggesting that banks should not be cautious or diligent in approving loans, but they could at least be more flexible and humane," he said.

Meanwhile, banking sources told Bernama that some financial institutions, including major banks, were already providing such facilities to existing customers and new account holders.

The sources said that most institutions were, however, waiting for the government to unveil the supplementary mini budget.

The government is expected to table in Parliament a special mini budget as an economic stimulus package soon.

It had announced a RM7 billion economic package last November which was being disbursed.

However, some economists and financial analysts were of the view that the effects from the package would take some time to be felt in the local economy.

This was because some of the projects to be undertaken under the package would take a year or two for gestation and to produce the desired results.

"We cannot wait for such a long period, what we need is something which can produce immediate contagious effect and give a boost to the sluggish economy in the shortest possible timeframe," said economist P.K. Chua of Majujaya Investors Bhd.

Freelance financial analyst Mohd Akmal Majid agreed with FOMCA that during an economic downturn, consumers' confidence should be enhanced so that they would not be afraid to spend.

"Once consumers are assured of job security and steady income, then they can begin confidently to spend and this will boost the economy," he said.- Bernama

Shahrir: Cut in power rates will benefit all

2009-02-09T16:49:00.000-08:00

Monday February 9, 2009
Shahrir: Cut in power rates will benefit all

JOHOR BARU: The people will benefit from the electricity tariff reduction as it would have an impact on everyone, said Domestic Trade and Consumer Affairs Minister Datuk Shahrir Samad.

He said a reduction would also help companies during this difficult period.

“It is the intention of the Government to transmit the benefit to everyone,” he said yesterday.

He was asked to comment on the announcement that electricity tariffs would be reduced between 5% and 10% from March 1.

Shahrir said it was inevitable that the tariffs come down as its pricing was linked to the price of medium fuel oil.

“We have to do it fast since the reduction is very steep.

“As crude oil price comes down, this also has to come down,” he said.

The Federation of Malaysian Manufacturers said lower tariffs for industries and households would help manufacturers cope with the global economic crisis and the higher operational costs.

Its president Datuk Mustafa Mansur said members were glad that the Government had acted on its promise to help businesses cope with the slowdown.

“While we appreciate the Government’s move, we are still waiting for further announcements on the tariff changes before commenting further,” he said.

The Federation of Malaysian Consumers Associations (Fomca), however, felt that the proposed tariff reduction would not result in significant savings for consumers.

Its secretary-general Muhammad Sha’ani Abdullah said that an average family that did not use a lot of electrical appliances and spent less than RM100 monthly for electricity would just save a few ringgit with the reduced tariff.

He said the savings were not significant enough for consumers but felt that if electricity was too cheap it might encourage wastage.

Pengguna semakin sedar

2009-02-06T04:42:00.000-08:00

RENCANA UTAMA
6/2/2009

Pengguna semakin sedar

Pengguna perlu sentiasa peka dan berhati-hati serta tidak mudah terpedaya dengan tipu-helah peniaga, terutama dalam keadaan kegawatan ekonomi sekarang.

"VOKALIS kumpulan Def Gab C, Ashed menunjukkan laporan yang dibuatnya kepada Persatuan Pengguna mengenai burger berkulat di Kuala Lumpur. – Gambar hiasan"

KERAP kali kita membaca berita penipuan yang dilakukan oleh segelintir peniaga ke atas pengguna.

Pelbagai helah juga digunakan untuk memperdaya pengguna, antaranya menawarkan potongan harga atau pemberian hadiah percuma.

Namun di sebalik pendedahan yang dibuat media, masih ada lagi pengguna yang berjaya 'digula-gulakan' peniaga sehingga membuat pembelian yang tidak perlu atau terpaksa membayar harga yang tinggi.

Justeru, pengguna perlu sentiasa peka dan berhati-hati dan tidak mudah terpedaya dengan tipu-helah peniaga, terutama dalam keadaan kegawatan ekonomi sekarang.

Pengguna juga perlu berani menggunakan hak mereka untuk tampil membuat aduan jika menyedari diri telah diperdaya atau produk yang dibeli kurang berkualiti.

Dewasa ini terdapat pelbagai saluran untuk pengguna membuat aduan. Antaranya ialah Pusat Khidmat Aduan Pengguna Nasional dan Tribunal Tuntutan Pengguna Malaysia (TTPM) serta Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna.

Aduan meningkat

Laporan Tahunan 2007 NCCC menunjukkan peningkatan 33 peratus jumlah aduan yang diterima pada 2007 iaitu 24,873 berbanding 2006 (18,345).

Sepuluh aduan tertinggi diterima pada 2007 ialah terhadap pemaju perumahan (2,076), jualan langsung (1,933), pendidikan tinggi swasta (1,856), perbadanan pengurusan (1,739), telekomunikasi (1,721), produk kurang bermutu (1,519), jualan murah (1,410), pengangkutan awam (1,254), institusi kewangan (1,044) dan pasar raya hiper (975).

Mengulas kenaikan itu, Ketua Eksekutif NCCC, Muhammad Sha'ani Abdullah berkata, sebahagian besar adalah hasil kesedaran pengguna tentang hak mereka untuk menuntut ganti rugi atau pun pembaikan apabila tidak berpuas hati dengan barang atau perkhidmatan yang diperoleh.

"Meskipun hebahan tentang perkhidmatan NCCC masih kurang dan terhad kerana kekangan sumber dan dana tetapi majoriti pengguna yang menghubungi pusat itu memperoleh maklumat selepas melayari Internet untuk mencari saluran bagi mengutarakan masalah mereka," katanya.

Beliau berkata, trend membuat aduan kepada NCCC dijangka terus meningkat.

"Melihat statistik 2008 yang sedang dikumpul, sehingga Oktober tahun itu, jumlah aduan melebihi 20 peratus bagi tempoh yang sama pada 2007," kata Muhammad Sha'ani sambil menyatakan Laporan Tahunan 2008 NCCC dijangka dikeluarkan pada penghujung Mac ini.

E-aduan KPDNHEP

Di bawah kementerian, terdapat beberapa saluran untuk pengguna membuat aduan termasuk menggunakan sistem eAduan menerusi laman web kementerian.

Sistem yang beroperasi sejak 14 Jun 2004 itu membolehkan pengguna menghantar terus aduan kepada kementerian, dan pengadu kemudian boleh menghubungi KPDNHEP jika tidak menerima maklum balas dalam masa tiga hari bekerja.

Menurut Pengarah Bahagian Hal Ehwal Pengguna kementerian, Dr. Mohd. Mokhtar Tahar, sehingga 16 Disember 2008, pihaknya menerima 10,385 aduan berbanding 8,879 pada 2007 dan 6,350 pada 2006.

"Peningkatan jumlah aduan menunjukkan pengguna di negara ini sudah tahu menggunakan hak mereka untuk membuat aduan dan ke mana hendak menyalurkan aduan itu," katanya.

Beliau berkata, sekiranya aduan yang diterima adalah untuk tindakan agensi lain di bawah kementerian itu, pihaknya akan mengemukakan aduan itu kepada pihak yang berkenaan.

Katanya, susulan akan dibuat untuk melihat tindakan yang telah diambil ke atas aduan tersebut.

ADUAN terhadap pemaju perumahan yang gagal menyiapkan rumah mengikut jadual merupakan yang tertinggi dalam Laporan Tahunan 2007 NCCC. – Gambar hiasan

Impak kesedaran

Kesedaran kepenggunaan dalam kalangan rakyat negara ini sudah tentu akan memberi impak ke atas peniaga dan pengeluar barang tempatan.

Seperti kata Muhammad Sha'ani, golongan berkenaan akan terdorong untuk menjadi lebih bertanggungjawab dengan menambah baik amalan pemasaran dan perniagaan mereka.

"Mereka juga akan sedar tentang tanggungjawab serta had kebebasan dari segi pernyataan tawaran dalam iklan dan bahan promosi," jelasnya.

Dalam masa yang sama, kata beliau, peniaga juga sudah tentu akan meningkatkan kemampuan untuk menarik pelanggan dengan bukan sahaja menawarkan perkhidmatan yang mesra pelanggan tetapi juga barang yang bermutu.

Menurutnya, peniaga dan pengeluar barangan juga mungkin terpanggil untuk mewujudkan saluran pengendalian aduan pengguna mereka sendiri berhubung perkhidmatan pelanggan dan mekanisme menangani pembaikan dan tebus ganti.

Bagaimanapun, di sebalik pelbagai saluran aduan yang ada dan supaya 'nasi tidak menjadi bubur', sewajarnyalah masyarakat pengguna negara ini mengamalkan sikap bijak berbelanja.

Peniaga yang sudah tentu mahu mengaut keuntungan akan melakukan apa sahaja untuk melariskan jualan barang atau perkhidmatan mereka.

Justeru, pengguna perlu terus mengamalkan sikap bijak berbelanja dan 'beringat sebelum kena' dan 'berjimat sebelum habis'. - Bernama

Cash vouchers for low-income group suggested

2009-02-05T18:45:00.000-08:00

04-02-2009: Cash vouchers for low-income group suggested

KUALA LUMPUR: The government should introduce retail purchase vouchers as cash assistance for low-income group of Malaysians under its second economic stimulus plan, Federation of Malaysian Consumers Association (Fomca) secretary-general Muhammad Shaani Abdullah suggested yesterday.

He said that the vouchers could be exchanged for daily basic neccessities like milk, sugar, oil and rice.

“This would help increase the spending power of consumers and also help to stimulate the retail trade,” he told Bernama here.

Last November, the government unveiled a RM7 billion economic package to help the country cope with the present economic crisis. A second package is expected to be announced soon.

Muhammad Shaani said such vouchers were also widely being used in Thailand and Taiwan.

Fomca’s other suggestion was to increase fuel subsidy for public transport operators and cut down on fares, he added

This he pointed out would help operators who were burdened with increasing operational costs and provide savings for consumers.

Muhammad Shaani felt that the proposal to increase the public transportation fares should be shelved for the time being, adding that the existing mechanics to manage subsidy should be fine-tuned and with additional allocations for this sector.

The subsidy for the operators should be tied down with their level of service and this should be monitored by a committee under the Economic Planning Unit of the Prime Minister’s department.

Meanwhile, the Malaysian Retail Chain Association, in welcoming the cash voucher scheme, suggested that the vouchers should be confined to the purchase of locally manufactured goods.

Its secretary-general, Nelson Kwok, said by doing this it would serve a dual purpose in that it would help the retailer as well as the local manufacturer.

He hoped an efficient and speedy system to distribute the vouchers could be devised.

He also suggested that the government could assist retail shop owners to lower rental and electricity charges.

“If our members can reduce their operational costs, we can then pass this savings to the consumers by lowering prices,” he said.

On employment in the retail sector, Nelson said priority was still given to Malaysians.

“However, we regret that the locals are not keen to work in the retail sector and we are forced to take in foreigners,” he claimed. — Bernama

More Consumers 'Flexing' Their Muscles

2009-02-04T16:48:00.000-08:00

February 04, 2009 14:57 PM

More Consumers 'Flexing' Their Muscles

By Melati Mohd Ariff

KUALA LUMPUR, Feb 4 (Bernama) - News on unscrupulous traders resorting to various tricks and gimmicks as well as gifts and other 'sweeteners' to fleece unsuspecting consumers is nothing new.

Despite the media highlighting these scams and ploys, many consumers were still fleeced into buying goods that they really did not need or that at inflated price.

People should be willing to exercise their rights as consumers and there are several channels that they could submit their complaints through.

Among these are the National Consumer Complaints Centre (NCCC), Consumer Claims Tribunal and the Domestic Trade and Consumer Affairs Ministry.

MORE COMPLAINTS

According to the NCCC, there were 33 per cent more complaints, at 24,873 for 2007 as compared to 18,345 the year before.

The highest number of complaints for 2007 was against housing developers at 2,076 followed by direct selling (1,933), private high education institutions (1,856), management organisations (1,739), telecommunications (1,721), inferior quality products (1,519), cheap sale (1,410), public transport (1,254), financial institutions (1,044) and hypermarkets (975).

On the higher number of complaints, NCCC Chief Executive Muhammad Sha'ani Abdullah said this was due to the consumers' awareness over their rights over the dissatisfaction in the price and quality of goods and services.

"Despite the lack of publicity on the NCCC, the majority of consumers contacted the NCCC to air their complaints after getting information on the Internet," he told Bernama here recently.

He said the trend is expected to pick up.

"Judging on the number of statistics for 2008 which is still being compiled as of October for that year, the number of complaints is 20 per cent higher for the same period in 2007," he said, adding that the report for 2008 is expected to be ready by end of March.

He said the NCCC would also boost its efficiency to shorten the time taken to act on each of the complaints to about five days.

For this, the information communication technology (ICT) for the NCCC personnel handling the complaints would be improved apart from being provided the exposure on the legal points relevant to the issues, he said.

OTHER COMPLAINTS

For the Consumer Complaints Tribunal, the highest number of complaints the agency received for 2008 was that on the 'scratch-and-win' and SMS scams that totalled 1,288 out of 7,440 cases.

Tribunal Chairman Rungit Singh, quoted in recent news reports, said most of the companies involved in the scratch-and-win scam deployed strategies that confused the public.

He said the companies set aside purportedly lucrative prizes to lure people to participate in their scams.

Other complaints received by the tribunal were on purchases of cars (412), handphones (336), tourism (327), time-sharing packages (241), workshops (223), high education institutions (85) as well as haj and umrah packages (82).

E-COMPLAINT

For the Domestic Trade and Consumer Affairs Ministry, the 'e-Complain' has been available on the ministry's website since June 14, 2004.

Via this mechanism, consumers could file their complaints direct to the ministry and they could contact the ministry if there is no respond within three days.

The ministry's Consumer Affairs Division Director Dr Mohd Mokhtar Tahar, said as of Dec 16, 2008, there were 10,385 complaints as compared to 8,879 in 2007 and 6,350 the year before.

"The increase shows that consumers in the country are now more aware and willing to exercise their rights. They also know where to file their complaints," he said.

AWARENESS

The rise in consumer awareness is definitely going to have an impact among the traders and producers of local goods.

As Muhammad Sha'ani put it, this has made the traders and producers be more responsible when offering their products and services.

"They (traders) would be more responsible with what they offer in advertisements and promotions," he said.

This means the traders would improve their attitude that translates into better-quality goods and services.

According to Muhammad Sha'ani this could prompted the traders and producers to set up their own channel to deal with complaints in relation to their goods and services.

-- BERNAMA

Cash Vouchers For Low Income Group Suggested

2009-02-03T18:34:00.000-08:00

Cash Vouchers For Low Income Group Suggested

KUALA LUMPUR, Feb 3 (Bernama)--The government should introduce retail purchase vouchers as cash assistance for low income group of Malaysians under its second economic stimulus plan, Federation of Malaysian Consumers Association (FOMCA) secretary-general, Muhammad Shaani Abdullah, suggested today.

He said that the vouchers could be exchanged for daily basic neccessities like milk, sugar, oil and rice.

"This would help increase the spending power of consumers and also help to stimulate the retail trade," he told Bernama here.

Last November, the government unveiled a RM7 billion economic package to help the country cope with the present economic crisis. A second package is expected to be announced soon.

Muhammad said such vouchers were also widely being used in Thailand and Taiwan.

FOMCA's other suggestion was to increase fuel subsidy for public transport operators and cut down on fares, he added

This he pointed out would help operators who were burdened with increasing operational costs and provide savings for consumers.

Muhammad felt that the proposal to increase the public transportation fares be shelved for the time being.

The mechanics to manage subsidy already in existence should be fine-tuned and with additional allocations for this sector.

The subsidy for the operators should be tied down with their level of service and this should be monitored by a committee under the Economic Planning Unit of the Prime Minister's department.

Meanwhile, the Malaysian Retail Chain Association in welcoming the cash voucher scheme suggested that the vouchers should be confined to the purchase of locally manufactured goods.

Its secretary-general, Nelson Kwok, said by doing this it would serve a dual purpose in that it would help the retailer as well as the local manufacturer.

He hoped an efficient and speedy system to distribute the vouchers could be devised.

He also suggested that the government could assist retail shop owners to lower rental and electricity charges.

"If our members can reduce their operational costs, we can then pass this savings to the consumers by lowering prices," he said.

On employment in the retail sector, Nelson said priority was still given to Malaysians.

"However, we regret that the locals are not keen to work in the retail sector and we are forced to take in foreigners," he claimed.

-- BERNAMA

Retail purchase vouchers proposal to help low income group

2009-02-03T18:21:00.000-08:00

NST Online » NewsBreak
2009/02/03
Retail purchase vouchers proposal to help low income group - Bernama

KUALA LUMPUR, Tues:

The government should introduce retail purchase vouchers as cash assistance for low income group of Malaysians under its second economic stimulus plan, Federation of Malaysian Consumers Association (FOMCA) secretary-general, Muhammad Shaani Abdullah, suggested today.
He said that the vouchers could be exchanged for daily basic neccessities like milk, sugar, oil and rice.

“This would help increase the spending power of consumers and also help to stimulate the retail trade,” he told Bernama here.

Last November, the government unveiled a RM7 billion economic package to help the country cope with the present economic crisis. A second package is expected to be announced soon.

Muhammad said such vouchers were also widely being used in Thailand and Taiwan.
FOMCA’s other suggestion was to increase fuel subsidy for public transport operators and cut down on fares, he added.

This, he pointed, out would help operators who were burdened with increasing operational costs and provide savings for consumers.

Muhammad felt that the proposal to increase the public transportation fares be shelved for the time being.

The mechanics to manage subsidy already in existence should be fine-tuned and with additional allocations for this sector.

The subsidy for the operators Unit of the Prime Minister’s department.

Raise fuel subsidy for transport operators

2009-02-02T04:07:00.000-08:00

Monday February 2, 2009
Raise fuel subsidy for transport operators

WHILE the Malaysian Government is planning its second economic stimulus package, it should consider ways to increase the spending power of consumers in the low-income group.

Many countries in the region are giving coupon vouchers as cash assistance to consumers.

The proposal to increase the public transport fare to address the rising cost of operation must be revised to consider increasing fuel subsidy as a solution at current situation.

Malaysia can increase fuel subsidy to public transport operators and slash the fares.

This will help the operators burdened with increasing operational cost, as well as provide savings to consumers in the face of rising costs of daily needs and sustain consumer consumption.

Also the mechanism to manage the fuel subsidy is already in existence and the Government only need to allocate the funds required.

The subsidy must be provided together with a timeline for the operators to comply with the service level set by the Committee on the Improvement of Public Transport under the Economic Planning Unit (EPU) in the Prime Minister’s Department over the next three years.

This will achieve the three-prong target of priming the economy, providing part of the social safety net and improving public transport, which may not happen with increased fares.

MUHAMMAD SHA’ANI ABDULLAH,
Secretary General,
Federation of Malaysian Consumers Association.

Get-Rich-Quick Schemes Tarnishing Civil Service Image

2009-01-30T01:21:00.001-08:00

January 30, 2009 14:31 PM

Get-Rich-Quick Schemes Tarnishing Civil Service Image

By Sajad Hussein

KUALA LUMPUR, Jan 30 (Bernama) -- The "get-rich-quick" schemes are causing a negative impact on the civil service as more than 50,000 government employees are believed to be actively involved in promoting the dubious deal.

What was most worrying was that many senior officers and heads of departments were encouraging their subordinates to participate in such schemes which promised quick and multiple returns for a small investment.

Cuepacs secretary-general Ahmad Shah Mohd Zin told Bernama today that the congress was very concerned with the development as it eroded the people's confidence in the service.

He said that the problem was so serious that the Public Services Department (PSD) issued a special circular banning civil servants from joining such schemes.

The Circular 2/2009, signed by PSD Director-General Tan Sri Ismail Adam, and took effect on Jan 13, bans all categories of civil servants from promoting, participating or investing in such schemes.

The circular, which also covered those in the statutory bodies, local authorities and state government authorities, also instructed those involved in such schemes to cease the activities immediately or face disciplinary action.

It said that the participation by a large number of civil servants in such schemes could mislead the public into thinking that the schemes were approved by the government.

The circular described get-rich-quick schemes as a marketing method which promised high returns with small investment while the organisations that promoted such a scheme were not registered with any of the licensing authorities.

The Federation of Malaysian Consumers Association (Fomca) fully supported the government's move to ban civil servants from the activities.

Its secretary-general, Muhammad Shaani Abdullah, said the schemes were not only promoted by Malaysians but also foreigners through the internet.

The schemes were usually based on the multi-level marketing model where early entrants gained more than those who joined later.

Muhammad Shaani described the schemes as a "victimisation of the majority by the minority early birds."

He said the scheme thrived on greed and eroded the true business value of honesty and fair play.

Ahmad Shah said that although the government had given permission to some civil servants to engage in business on a part time basis, it did not mean that they should get involved in dubious activities.

-- BERNAMA

Be wary of debit cards, warns Fomca

2009-01-30T01:06:00.001-08:00

NST Online » Local News
2009/01/30
Be wary of debit cards, warns Fomca

KUALA LUMPUR: The Federation of Malaysian Consumers Associations (Fomca) has cautioned the public on the use of debit cards as users risked losing all their savings if they fell into the wrong hands.
Secretary-general Muhammad Shaani Abdullah reasoned that this was because the debit card was linked to the holder's current or savings accounts, and any purchase made on the card was directly deducted from the balance in that account.

He said this meant the debit card was used at the holder's risk, and the bank was not liable for any loss due to misuse -- unlike credit cards where the banks had certain liabilities and in that sense, the holder was protected.

"If credit cards were misused, holders could dispute the amount and claim refund from the bank," said Muhammad, who is also National Consumer Complaints Centre chief executive.

He said that since last year, local banks were aggressively promoting the debit card and consumers must be wary and careful in owning one.
Bernama understands that Maybank had already issued about a million debit cards.

Meanwhile, banking sources explained that the debit card functioned similar to a credit card and it was a better product in that it was a win-win proposition for both the card holders and the bank.

While appreciating Fomca's concern, the sources explained that the risk for debit card holders was minimal when used locally as the usage was based on signature and the cards had security chips embedded in them.

However, the sources conceded there might be some risk if cards were used overseas at outlets or merchants which did not have chip readers as security features could be compromised. -- Bernama

50,000 civil servants involved in get-rich-quick schemes

2009-01-30T01:04:00.000-08:00

Published: Friday January 30, 2009 MYT 2:04:00 PM
Updated: Friday January 30, 2009 MYT 4:24:46 PM
50,000 civil servants involved in get-rich-quick schemes

KUALA LUMPUR: More than 50,000 government employees are believed to be actively involved in promoting dubious “get-rich-quick” schemes.

Worse, many senior officers and heads of department were encouraging their subordinates to participate in such schemes, which promised quick and multiple returns for a small investment, said Cuepacs secretary-general Ahmad Shah Mohd Zin.

He said that Cuepacs was very concerned with the development as it eroded the people’s confidence in the civil service.

He said that the problem was so serious that the Public Services Department (PSD) had issued a special circular banning civil servants from joining such schemes.

Circular 2/2009, signed by PSD director-general Tan Sri Ismail Adam, took effect on Jan 13 and bans all categories of civil servants from promoting, participating or investing in such schemes.

The circular, which also covered those in statutory bodies, local authorities and state government authorities, also instructed those involved in such schemes to cease their activities immediately or face disciplinary action.

It said that the participation by a large number of civil servants in such schemes could mislead the public into thinking that the schemes were approved by the Government.

The circular described get-rich-quick schemes as a marketing method which promised high returns with a small investment while the organisations that promoted such schemes were not registered with any licensing authority.

The Federation of Malaysian Consumers Associations (Fomca) fully supported the Government’s move to ban civil servants from these activities.

Its secretary-general, Muhammad Shaani Abdullah, said the schemes were not only promoted by Malaysians but also foreigners through the Internet.

The schemes were usually based on the multilevel marketing model where early entrants gained more than those who join later.

Muhammad Shaani described the schemes as a “victimisation of the majority by the minority early birds.”

He said these schemes thrived on greed and eroded the true business value of honesty and fair play.

Ahmad Shah said that although the Government had given permission to some civil servants to engage in business on a part time basis, it did not mean that they should get involved in dubious activities. -- Bernama

大马消协联合会告诫公众　慎用签账卡免失积蓄

2009-01-30T00:25:00.000-08:00

大马消协联合会告诫公众　慎用签账卡免失积蓄
二零零九年一月三十日凌晨十二时一分

(吉隆坡29日讯) 大马消费人协会联合会告诫公众谨慎使用签账卡，因为若落在他人手里，可能会导致他们失去所有的积蓄。

消协联合会总秘书莫哈末沙尼阿都拉指出，这是因为签账卡与持卡人的来往和储蓄户口连结，而每次通过该卡购物将直接从户口结存中扣除。

他说，这意味着用户须自担风险，而银行对滥用所造成的任何损失一概不负责，不像信用卡，银行负有特定的责任，因此持卡人受到保护。

也是全国消费人投诉中心首席执行员的莫哈末周四告诉马新社："如果信用卡被滥用，用户可为有关数额争议，并向银行索回退款。"

他说，自去年起，本地银行积极促销签账卡，消费人若拥有此卡务必小心谨慎。

据马新社了解，马来亚银行已发行约100万张签账卡。

另一方面，银行消息人士说，签账卡的功能类似信用卡，而且是较好的产品，对卡主与银行来说是双赢。

不过，他们坦承，如果持卡人在国外一些没有晶片解读器的门市或商店使用签账卡，可能要承担一定的风险，因为其保安特徵可能受到损害。
http://www.kwongwah.com.my/news/2009/01/30/5.html

東禪寺平安燈會暨花藝展

2009-01-27T03:33:00.000-08:00

更新: January 27, 2009 17:42

東禪寺平安燈會暨花藝展
大臣：互尊重不怨恨
危難中展現勇敢力量

拉惹東姑再尼拉欣沙（前排左2起）、卡立、阿都拉沙尼及覺誠法師，聯合為東禪寺平安燈會主持開幕剪綵儀式。
（仁嘉隆27日訊）首次以大臣身份與州民共慶華人新年的雪州大臣丹斯里卡立，蒞臨仁嘉隆東禪寺，向州民拜年。

他說，只要大家互相尊重，民族間不怨恨，相信能把2009年轉變成更好的一年。

卡立希望大家勇敢面對接下來的挑戰，在危難中更能展現出勇敢的力量。

他也讚揚仁嘉隆新村是雪州新村典範，因設有一座享譽大馬，甚至國外的佛光山東禪寺。

他說，東禪寺不僅是宗教場所，也是我國旅遊勝地，它把仁嘉隆這個小新村發展成一個名聞暇邇的地方，對雪州發展也有所幫助，因此，東禪寺也讓雪州享譽到全世界。

他在昨晚大年初一為“2009佛光山東禪寺平安燈會暨花藝展”主持開幕典禮致詞時，這么指出。

他說，2009年是非常重要的年份，國家面對經濟不景，而華人農曆稱今年為牛年，牛代表了勤奮，希望我們都能像牛般勤奮。

東禪寺享譽全世界

另外，馬來西亞佛光山總住持覺誠法師期許，這個燈會將是集體創作、團結合作的好因好緣，把仁嘉隆變得更進步。

陪同卡立出席的尚包括雪州皇室拉惹東姑再尼拉欣沙、雪州行政議員塞維爾、瓜拉冷岳國會議員阿都拉沙尼及直落拿督區州議員陳春水等。

同時，大會也安排不同民族的文化表演，其中四川的變臉讓卡立讚不絕口，對中華文化的精湛表演給予熱烈掌聲。過后，一行人在覺誠法師帶領下到東禪寺參觀。

Skim 'gores dan menang' masih berleluasa - NCCC

2009-01-27T01:07:00.000-08:00

ARKIB : 27/01/2009
Skim 'gores dan menang' masih berleluasa - NCCC

KUALA LUMPUR 26 Jan. - Kegiatan skim gores dan menang yang diharamkan oleh kerajaan dua tahun lepas masih berleluasa di seluruh negara dengan aduan penipuan sentiasa diterima dari pengguna.

Ketua Eksekutif Pusat Perkhidmatan Aduan Pengguna Nasional (NCCC), Muhammad Sha'ani Abdullah berkata, pihaknya menerima aduan hampir setiap hari dan meminta pengguna supaya berwaspada dengan taktik tersebut.

Beliau menggesa pihak bank membantu mangsa penipuan skim "gores dan menang" dengan membatalkan transaksi syarikat tersebut kerana urusan penipuan membabitkan penggunaan kad ATM atau kad kredit.

Muhammad Sha'ani memberitahu Bernama di sini hari ini bahawa bank bukan sahaja harus menyenarai hitam syarikat atau peniaga yang terbabit dalam kegiatan penipuan tetapi juga membenarkan pemegang kad kredit menghalang urusan transaksi yang mencurigakan.

Buat masa ini, katanya, bank hanya meminta mangsa kembali kepada syarikat atau peniaga jika mahu membatalkan transaksi yang dipertikaikan itu.

Beliau berharap Bank Negara akan meneliti aduan dan rintihan mangsa penipuan akibat aktiviti jualan langsung seperti skim gores dan memang.

Katanya, NCCC telah mencadangkan supaya peraturan jualan langsung diperketatkan kerana Akta Jualan Langsung 1993 tidak memberi perlindungan yang secukupnya kepada pengguna.

"Ia semata-mata menyediakan peraturan dalam industri untuk menjalankan operasi. Sudah tiba masa untuk peruntukan melindungi hak pengguna dimasukkan ke dalam akta tersebut,' katanya.

Katanya, Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna harus memainkan peranan yang lebih luas dalam menguatkuasakan undang-undang berkaitan kegiatan jualan langsung serta membatalkan lesen perniagaan syarikat yang didapati menipu pengguna.

Katanya, NCCC menerima sejumlah 1,933 aduan terhadap syarikat jualan langsung pada 2007 berbanding 1,499 aduan pada tahun sebelumnya iaitu peningkatan 29 peratus. - BERNAMA

Outlawed Scratch-and-Win Scheme Rampant

2009-01-26T03:27:00.000-08:00

January 26, 2009 18:10 PM

Outlawed Scratch-and-Win Scheme Rampant

KUALA LUMPUR , Jan 26 (Bernama) -- Although the scratch-and-win promotion scheme was outlawed about two years ago, it continues to be rampant in the country, National Consumer Complaints Centre (NCCC) disclosed today.

Chief executive Muhammad Sha'ani Abdullah told Bernama today that the centre received complaints about the illegal scheme, almost on a daily basis.

He advised consumers not to fall prey to the promoters who used hard selling tactics to lure unsuspecting buyers.

He also called on banks to assist such consumers who were cheated because most of the transactions involved using either the credit or automated teller machine cards.

Muhammad said banks should not only blacklist merchants against whom there were numerous complaints but also accede to request by credit card holders to block such disputed transactions.

What banks currently practised, noted Muhammad, was directing such consumers to return to the merchants if they wanted to cancel such disputed transactions.

"This is akin to a robbery victim intending to report the matter at a police station, only to be told to meet the said robber and claim whatever losses."

He hoped Bank Negara would look into this grouse of the consumers.

Muhammad said the NCCC had proposed for tighter regulations for direct selling as the current Direct Selling Act 1993 did not provide sufficient protection for consumers.

"It (Act) merely provides regulations within which the industry should operate. It is high time that a provision protecting consumers was incorporated in the act," he added.

He pointed out that problems which were peculiar to direct selling included a lack of information about who to complain to and how, and the cost and inconvenience of complaining across distance by telephone or mail.

"This information should be well-advertised and documented and customers must be told that it exists and taught how to use it and what to do if a complaint was not handled satisfactorily."

Muhammad said a redress mechanism should also be accessible so that customers could access it easily and with minimal cost.

He added that the domestic trade and consumer affairs ministry should play a bigger role in enforcing the law and in fact, terminate the licences of errant companies.

In 2007, the NCCC received a total of 1,933 complaints against direct sales companies as compared to 1,499, the previous year -- an increase of 29 per cent.

-- BERNAMA

Pastikan bekalan gula cukup

2009-01-23T01:08:00.000-08:00

ARKIB : 23/01/2009
Pastikan bekalan gula cukup

Oleh SITI ATHIRAH DZULKIFLY
pengarang@utusan.com.my

KUALA LUMPUR 22 Jan. - Kerajaan perlu memastikan bekalan gula di negara ini mencukupi bagi meredakan kebimbangan rakyat terhadap kemungkinan pengedar dan peniaga menyorok bahan keperluan tersebut.

Setiausaha Agung Gabungan Persatuan Pengguna Malaysia (FOMCA), Muhammad Shaani Abdullah berkata, masalah tersebut tidak akan berlaku sekiranya kerajaan mengekalkan harga gula pada kadar sedia ada iaitu RM1.45 sekilogram.

''Kita bimbang kalau harga gula naik maka harga barang keperluan lain juga akan turut naik, ini akan menambah lagi beban pengguna.

''Kenaikan harga barang sebelum ini pun masih ramai yang sukar terima. Sekarang timbul pula masalah gula. Tentulah rakyat tidak puas hati. Lebih teruk jika pengedar bertindak menyorokkan bahan tersebut,'' katanya kepada Utusan Malaysia ketika dihubungi di sini hari ini.

Semalam, Menteri Perdagangan Dalam Negeri dan Hal Ehwal Pengguna, Datuk Shahrir Abd. Samad memberitahu, kerajaan akan mengambil tindakan tegas terhadap pihak yang cuba menyorok bekalan gula dengan tujuan mengaut keuntungan berlebihan ekoran harga gula yang dijangka meningkat selepas Tahun Baru Cina.

Katanya, kementerian akan memantau keadaan di semua peringkat daripada peruncit, pemborong sehingga ke pengeluar bagi memastikan tidak berlaku kekurangan bekalan gula.

Sementara itu, Setiausaha Agung Persatuan Pengguna Islam Malaysia (PPIM), Datuk Dr. Maamor Osman berpendapat, selain kerajaan, pengguna juga boleh memainkan peranan untuk menangani masalah tersebut dengan berhenti mengambil gula dalam pemakanan seharian.

Beliau berkata, langkah itu merupakan antara usaha yang boleh dilakukan bagi mengekang permintaan pasaran terhadap bekalan tersebut selain boleh menjamin kesihatan yang baik.

''Jika terpaksa beli sekali pun, elakkan daripada membuat 'pembelian panik' iaitu pada kadar yang banyak dalam satu masa kerana ia memberi mesej kepada pengedar dan pengusaha bahawa permintaan bekalan gula masih tinggi.

''Apabila keadaan ini berlaku, mereka tidak akan teragak-agak untuk menyorokkan bahan tersebut dan kemudian menjualnya dengan harga tinggi kepada pengguna demi mengaut keuntungan berlebihan,'' katanya.

Saranan itu turut disokong oleh Naib Presiden Persatuan Penasihat Pengguna-Pengguna Malaysia (PPPPM), M. Subramanian yang tidak menolak kegiatan menyorok bekalan bahan keperluan dilakukan oleh pengedar sehingga menyukarkan rakyat.

Menurutnya, mengikut kelaziman, pengedar merupakan pihak pertama yang mengetahui akan turun naik sesuatu bahan di pasaran sebelum pemborong, peruncit dan pengguna.

Katanya, bagi menangani kelicikan golongan tamak itu, kerajaan perlu memperhebatkan pemantauan dan bertindak terhadap mereka yang terbabit termasuk membatalkan lesen perniagaan sekiranya gagal mematuhi arahan.

Tambahnya, kempen kurangkan gula dalam makanan juga wajar diperluaskan dalam usaha mendidik masyarakat mengamalkan pemakanan yang sihat dan berkhasiat.

Tempoh menunggu sukar dikurang

2009-01-19T01:14:00.000-08:00

ARKIB : 19/01/2009
Tempoh menunggu sukar dikurang

Oleh WAN SYAMSUL AMLY dan FAIZATUL FARHANA FARUSH KHAN
pengarang@utusan.com.my

MASA yang diambil untuk menunggu berjumpa doktor di Klinik Pesakit Luar, Hospital Sultanah Aminah, Johor Bahru.

KUALA LUMPUR 18 Jan. - Pesakit perlu memahami 'kesukaran' yang dihadapi Kementerian Kesihatan dalam usaha meningkatkan prestasi perkhidmatan serta mengurangkan tempoh menunggu bagi mendapatkan rawatan bagi setiap pesakit.

Beberapa pertubuhan bukan kerajaan (NGO) berpendapat, tempoh 30 minit bukan penentu rawatan yang diberikan berkualiti.

Setiausaha Agung Gabungan Persatuan Pengguna Malaysia (FOMCA), Muhammad Sha'ani Abdullah berkata, jangka masa itu boleh diubah dan mencecah satu jam atau lebih bergantung kepada tahap kritikal pesakit itu sendiri.

''Perlaksanaan tempoh itu perlu mengikut hospital untuk dilaksanakan kerana tidak mungkin hospital yang dikunjungi ratusan pesakit setiap hari mampu mengikutinya," katanya ketika dihubungi Utusan Malaysia baru-baru ini.

Muhammad Sha'ani berkata, dasar itu sepatutnya dikaji kementerian terbabit dan disusun mengikut pusat perubatan yang berkaitan.

Jelasnya, orang ramai juga perlu faham jumlah pesakit yang ramai menyukarkan hospital mencapai sasaran 30 minit seperti yang dijanjikan.

''Kerajaan mungkin boleh mengambil inisiatif lain bagi meningkatkan mutu perkhidmatan di hospital kerajaan yang menjadi tumpuan ramai pesakit," katanya.

Tambahnya, proses pelantikan doktor di negara ini juga perlu dipercepatkan kerana kekurangan doktor menyumbang kepada perkhidmatan yang kurang cemerlang.

Pada masa sama, kata Muhammad Sha'ani, pesakit juga perlu memahami kesukaran yang ditanggung kakitangan hospital dan mencari cara lain bagi memastikan mereka tidak perlu tunggu lama.

''Kebanyakan pesakit terus mengunjungi Jabatan Pesakit Luar di hospital kerajaan apabila sakit walaupun sebenarnya mereka boleh mengunjungi klinik kesihatan kerajaan di kawasan mereka.

''Klinik kecil yang disediakan kerajaan itu mampu menangani penyakit biasa dan jika mereka disarankan ke hospital kerajaan, baru pergi kerana sikap ini akan membantu mengurangkan kesesakan pesakit di hospital kerajaan," katanya.

Mengulas isu yang sama, Naib Presiden Persatuan Penasihat Pengguna-Pengguna Malaysia (PPPPM), Subramaniam Munusamy berkata, masa yang diambil untuk merawat pesakit di Jabatan Pesakit Luar dan Jabatan Kecemasan semakin berkurangan.

Katanya, kakitangan di dua jabatan itu tidak boleh dipersalahkan jika pesakit terpaksa menunggu lama kerana setiap penyakit memerlukan rawatan berbeza dan ada yang memerlukan masa lama.

Keadaan itu, katanya, mungkin menyebabkan ada yang terpaksa menunggu lama untuk mendapatkan rawatan.

Sementara itu, Presiden Persatuan Pengguna Subang dan Shah Alam (CASSA), Datuk Dr. Jacob George, berkata, setiap doktor memerlukan masa untuk memeriksa pesakit bagi memastikan rawatan yang diberikan benar-benar sesuai dan berkesan.

''Bayangkan kalau doktor memeriksa pesakit yang datang kerana sakit tekak secara ala kadar bagi memenuhi tempoh yang disarankan kerajaan, tetapi akhirnya pesakit itu mempunyai ketumbuhan, pasti kesalahan akan diletakkan pada doktor itu sendiri.

''Jangan jadikan isu masa satu perkara besar kerana pesakit perlu sedar cara merawat pesakit dengan sempurna yang dijalankan doktor adalah lebih penting kepada kesihatan mereka," katanya.

Tegasnya, pesakit di negara ini perlu lebih prihatin dan menukar konsep mereka dalam mendapatkan rawatan kesihatan.

''Di negara ini, pesakit terus datang ke Jabatan Kecemasan pada waktu malam walaupun mereka hanya mengalami sakit ringan seperti batuk dan sakit perut.

''Masyarakat di negara lain pergi ke Jabatan Kecemasan jika mengalami penyakit kronik dan kritikal," katanya.

SpotLight/Unrecognised qualifications: It's not quite a UM diploma

2009-01-18T23:49:00.000-08:00

2009/01/18

SpotLight/Unrecognised qualifications: It's not quite a UM diploma
You open the newspapers and an advertisement featuring the logo of a prominent public university jumps out at you. The ad offers an executive diploma programme at affordable rates and, to sweeten the deal, it can be done part-time. But these qualifications may not be recognised by the Public Service Department or the Malaysian Qualifications Agency. SONIA RAMACHANDRAN finds out what such qualifications mean.
MAY (not her real name) wanted to know more about human resources.

An advertisement in the newspaper with a Universiti Malaya (UM) logo caught her eye.

It was offering an executive diploma in human resource management.

"I thought 'Wow! It's UM and it is not easy to get in there' so I joined and paid the deposit," she said.
"I thought it was an accredited and recognised degree as it was from UM. Classes were also held in the UM campus and that added to the impression the qualifications were UM qualifications."

Only after paying more than RM7,000 and joining the course did May realise that she had joined the University of Malaya Centre for Continuing Education (UMCCed) and not UM.

"I still thought it was all right as it carried the UM name."

On the first day of class, May said they were told their diploma was recognised by Open University Malaysia.

Their diploma was not recognised by other public universities or the Public Service Department.

"This centre emphasises life-long learning, but how is this life-long learning when there is no avenue to do so as the diploma is not recognised by any accreditation body?

"If they cannot carry out the mission statement, it is an embarrassment to say this is a centre for continuous education. It is an insult to our intelligence."

Then they found out that their executive diploma in human resource management was not even recognised by UMCCed.

"After finding out that our qualifications were not recognised by Open University Malaysia, I had no choice but to continue with my degree in UMCCed.

"That was when I was told that I could not do so as my diploma in HR management was not approved by the UM Senate," said a student who wanted to be identified only as Sarip.

A Higher Education Department officer said UMCCed was a subsidiary owned by UM and established under the Companies Act.

The qualifications awarded by UMCCed, said the officer, should be treated the same as any qualification offered by a private higher educational institution.

The National Consumer Complaints Centre (NCCC) received 450 complaints in 2007 on misleading advertisements by higher education institutions.

Last year, there were 350 complaints.

Among these complaints were those regarding courses offered by "subsidiaries" of public universities offering "executive" courses.

NCCC chief executive officer Muhammad Sha'ani Abdullah said they received complaints that the students of subsidiaries of public universities received briefings in the public university itself.

"Some of these 'subsidiaries' have a campus outside the public university but when they recruit and give briefings, they do it on the public university's premises.

"The location provides the student with the impression that the course is affiliated with the university."

Sha'ani said the Higher Education Ministry should impose some regulations on these subsidiaries.

Malaysian Qualifications Agency chief executive officer Datuk Dr Syed Ahmad Hussein said most of the courses offered by the commercial arms of public universities, particularly the executive diplomas, did not fall within the Malaysian Qualifications Framework (MQF).

"The commercial arms are subsidiaries of the universities and are subject to their rules and regulations.

"Executive diplomas and other qualifications with the word 'executive' do not fall under us.

"But we have formed a technical committee last month, made up of top scholars, to advise MQA on some qualifications like associate degrees, executive diplomas and executive bachelor degrees that are offered around the world that have not been fitted into our framework."

Syed Ahmad said while seeking accreditation was not compulsory under the MQA Act, other related higher education acts, as well as the provisions made by funding agencies and foreign governments made accreditation of courses mandatory.

The Ministry of Higher Education also makes it compulsory for programmes in all institutions of higher learning to be in compliance with the MQF by 2011.

One proof of this compliance is accreditation.

"We are aware of courses by these commercial arms and are talking to the Higher Education Ministry and the public universities to see how these courses can be brought in line with the spirit and letter of the framework."

He advised students to always check the status of their courses when they were in doubt.

"Our door is always open. We will never reject any query or complaint and will forward it to the relevant agency or department if it does not fall under us."

Higher Education Department director-general Datuk Dr Radin Umar Radin Sohadi said any programme offered by any university in any form, had to be governed by MQF.

Under the framework, he said, the learning outcome, specifications and attributes of the programmes were specified.

"MQF is flexible in the sense that the method of delivery of the course can differ so long as it meets the attributes defined.

"Universities offering programmes in whatever form have to get them accredited."

Consumers against bus-barring, operators seek more details

2009-01-18T23:17:00.000-08:00

Sunday January 18, 2009

Consumers against bus-barring, operators seek more details

PETALING JAYA: Bus operators want more details of the Transport Ministry’s proposal to ban express buses after midnight.

Consumer groups, meanwhile, are totally against the idea.

“The Government must explain why they are implementing such a move. Do more accidents happen at night?

“Maybe they can show us the statistics,” Pan Malaysian Bus Operators Association (PMBOA) president Datuk Ashfar Ali told The Star.

The move, he said, would make it inconvenient for passengers and cause more congestion on the roads as more vehicles would be on the road by day.

“We do trips at night only because there are demands from passengers. About 40% of express buses start their trips after 7pm. You won’t be able to reach your destination in time for long haul trips,” he said.

Ashfar said passengers could opt to start their journey earlier but would waste a day travelling.

“With the midnight ban, this means they have to spend at least two days to get their business done, plus they have to fork out for accommodation,” he said.

Fomca secretary-general Muhd Sha’ani Abdullah called the proposal “impractical” and would not encourage economic growth and efficient movement of people.

“It means no more buses can depart at night. Many people travel at night because they want to save time to do something else during the day,” he said.

He said the move would lead to bus operators cutting corners to make up for lost earnings.

It might be dangerous to passengers if the safety of vehicles was compromised, he added.

Turun tarif elektrik untuk pendapatan rendah saja

2009-01-17T01:11:00.000-08:00

ARKIB : 17/01/2009
Turun tarif elektrik untuk pendapatan rendah saja

KUALA LUMPUR 16 Jan. - Kerajaan diminta tidak menurunkan kadar tarif elektrik secara menyeluruh sebaliknya dihadkan kepada golongan berpendapatan rendah sahaja.

Saranan itu dibuat oleh Gabungan Persatuan Pengguna Malaysia (FOMCA) bagi memastikan mereka yang berpendapatan rendah berpeluang merasai manfaat penurunan tarif elektrik sekali gus membantu meringankan beban.

Setiausaha Agung FOMCA, Muhammad Shaani Abdullah berkata, dalam keadaan ekonomi tidak menentu selain kenaikan harga barang, golongan yang paling banyak menerima tekanan adalah pengguna yang berpendapatan rendah berbanding golongan elit.

"Kalau penurunan tarif elektrik dibuat secara menyeluruh, golongan elit sudah pasti merasai lebih manfaatnya, jadi ini seolah-olah tidak adil,'' katanya kepada Utusan Malaysia di sini hari ini.

Kelmarin, Menteri Tenaga, Air dan Komunikasi, Datuk Shaziman Abu Mansor berkata, kementeriannya memerlukan tiga minggu untuk menyediakan tarif elektrik baru yang selari dengan harga gas baru yang dicadangkan oleh Unit Perancang Ekonomi (EPU) di Jabatan Perdana Menteri.

Menurut beliau, ia selaras dengan penurunan harga minyak selain keprihatinan terhadap cadangan pihak industri dalam usaha merangsang ekonomi negara.

Muhammad Shaani berkata, jika penurunan tarif elektrik dilakukan secara menyeluruh, ia turut menggalakkan pembaziran penggunaan elektrik di kalangan pengguna berkemampuan.

Naib Presiden Persatuan Penasihat Pengguna-Pengguna Malaysia (PPPPM), M. Subramanian turut berpendapat supaya golongan berpendapatan rendah perlu diutamakan.

Namun, pada masa yang sama, beliau harap kerajaan tidak mengenakan tarif elektrik pada kadar yang tinggi berbanding sedia ada.

"Apa yang dilakukan oleh kerajaan sekarang wajar dipuji tetapi kita harap kerajaan dapat mengkaji perkara ini dengan lebih mendalam supaya tidak menekan mana-mana pihak,'' katanya.

Setiausaha Agung Persatuan Pengguna Islam Malaysia (PPIM), Datuk Dr. Maamor Osman berkata, jika kerajaan dapat membuat semakan ke arah pengurangan tarif elektrik, ia mampu memberi kesan kepada kos pengeluaran lain.

Menurutnya, sebagai contoh, sektor perniagaan makanan, pasar raya dan perkilangan merupakan antara sektor yang banyak menggunakan tenaga elektrik bagi tujuan pengoperasian.

"Kalau tarif elektrik diturunkan 15 peratus pun sudah memadai malahan mampu membantu menjimatkan kos pengeluaran sehingga lima peratus,'' ujarnya.

Bank tidak boleh henti urus niaga secara sebarangan

2009-01-17T01:10:00.000-08:00

ARKIB : 17/01/2009
Bank tidak boleh henti urus niaga secara sebarangan

KUALA LUMPUR 16 Jan. - Bank-bank di negara ini tidak boleh menyekat akaun syarikat jualan langsung yang mencurigakan dan menjalankan perniagaan 'gores dan menang' secara sembarangan walaupun yang telah diharamkan oleh kerajaan.

Pengarah Eksekutif Persatuan Bank-Bank Dalam Malaysia (ABM), Chuah Mei Lin berkata, pihaknya hanya boleh berbuat demikian jika mendapat arahan daripada Bank Negara atau pihak polis selepas siasatan dibuat.

''Kami tidak boleh mengambil tindakan unilateral untuk menghentikan urus niaga syarikat yang mencurigakan tanpa merujuk kepada bukti siasatan daripada pihak berkuasa," katanya ketika dihubungi Utusan Malaysia di sini semalam.

Beliau diminta mengulas gesaan Pusat Khidmat Aduan Pengguna Nasional (NCCC) agar bank-bank menghentikan urus niaga syarikat jualan langsung yang mencurigakan dan menjalankan perniagaan 'gores dan menang' yang telah diharamkan oleh kerajaan.

Menurut Ketua Eksekutif NCCC, Muhammad Shaani Abdullah, secara purata pusat itu menerima tidak kurang lima aduan sehari daripada pengguna mengenai kegiatan penipuan syarikat terbabit.

Beliau berkata, pihak bank seolah-olah 'menghalalkan' skim 'gores dan menang' kerana membenarkan proses transaksi syarikat tersebut yang ternyata salah di sisi undang-undang.

Mangsa

Sha'ani juga meminta pihak bank supaya membatalkan penggunaan kad kredit di kalangan peniaga yang menyalahgunakan perkhidmatan itu.

Mei Lin berkata, pihaknya akan mengambil tindakan sewajarnya dan membuat laporan kepada Bank Negara serta pihak polis jika menerima aduan daripada orang ramai yang menjadi mangsa penipuan syarikat jualan langsung.

Menurut beliau, inisiatif untuk meningkatkan kesedaran orang ramai agar berwaspada terhadap skim 'gores dan menang' adalah lebih penting daripada meminta pihak bank menghentikan urus niaga sesebuah syarikat.

''Kami juga menasihati orang ramai agar berfikir semasak-masaknya sebelum terlibat dalam skim tersebut kerana ia mungkin akan merugikan masa depan mereka," katanya.

Sementara itu, Setiausaha Agung Kesatuan Kebangsaan Pekerja-Pekerja Bank (NUBE), J. Solomon turut mengakui bank-bank tidak boleh menghentikan urus niaga syarikat jualan langsung yang mencurigakan tanpa arahan daripada Bank Negara dan pihak polis.

Beliau berkata, orang ramai tidak harus tamak sebaliknya perlu bekerja keras untuk mendapatkan pendapatan melalui usaha sendiri.

''Kita perlu berwaspada dengan pihak yang cuba mengambil kesempatan atas kesusahan orang ramai yang kini sedang berhadapan dengan kelembapan ekonomi negara," katanya.

刮刮樂戶頭交易銀行沒權力限制

2009-01-17T00:36:00.000-08:00

更新: January 17, 2009 23:08

刮刮樂戶頭交易
銀行沒權力限制

（吉隆坡17日訊）大馬銀行公會認為，即使“刮刮樂”商業活動遭政府禁止，但國內銀行沒權力限制與疑涉及該活動直銷公司的戶頭交易。

該會執行主任蔡美玲（譯音）指出，公會在未獲國家銀行或警方指示前，沒權力限制這些公司的戶頭交易。

“我們不能在未經執法單位調查，就單方面停止與他們進行交易。”

她說，該公會一旦接獲公眾受騙投報，將向國家銀行及警方提呈報告。

據全國消費人投訴中心首席執行員莫哈末沙亞尼指出，該中心平均每天接獲至少5宗相關的欺騙案件。

他指責，銀行批准有關公司的交易，形同助長“刮刮樂”騙局。

銀行應具社會道德

2009-01-17T00:34:00.000-08:00

字體設定: 小中大

銀行應具社會道德

2009-01-17 19:50

在新山，刮刮樂活動無人不知無人不曉，因為媒體已報導了數不勝數有關刮刮樂集團的詐騙手段，然而，很不幸的，在資訊流通的這個時代，仍有很多民眾誤陷刮刮樂集團設下的騙局，這是社會的悲哀。

我之所以為此感到悲哀，除了是因為還有很多人忽略吸收社會新知的重要性，另外，就是受騙的這些人士，大部份都是財力有限的受薪階級，而他們被詐騙的錢，都是自己辛苦賺來的血汗錢。

根據以往的案例，一般民眾栽在刮刮樂集團手中，至少要蒙受兩三千至上萬不等的損失。儘管一些案例事後順利通過消費人仲裁庭打勝官司，但遭起訴的刮刮樂公司是否按指示退錢卻是未知數。

刮刮樂集團一般會引誘受害人使用信用卡交易，以致當事人事後想要反悔都來不及，並被迫硬吞這筆賬款。有鑑於此，希望商業銀行能重新檢討其作業方式，以協助消費人逃過被騙之劫。

全國消費人投訴中心早前針對這種社會現象申訴，銀行對這些已被列入黑名單的公司，未採取相應措施以禁止相關的信用卡付費交易，正是間接助長刮刮樂騙局的主要原因之一。

其實，銀行是龐大的企業機構，所謂企業就要背負一定的社會責任，但這種責任不是僅僅囿限於撥出善款幫助有需要的群體而已，更確切的說，企業還需兼顧它的“社會道德”。

君不見中國的有毒奶粉製造商三鹿集團，正因為缺乏社會道德而付出巨大代價嗎？

在這方面，我倒要稱讚國家銀行推出的“AKPK”（Agensi Kaunseling Dan PengurusanKredit）計劃，這項專門提供免費錢財管理、信貸諮詢及債務重組的服務，讓許多遭財務問題困擾的銀行欠債人看見了曙光，並拯救他們，使他們不至於走向絕境。

在這一點上，取之社會的商業銀行，也應該省之、仿之和行之。

光明日報／新聞後花園‧作者：羅素蘭‧2009.01.17

Bank hentikan urus niaga mencurigakan

2009-01-15T23:58:00.000-08:00

ARKIB : 15/01/2009

Bank hentikan urus niaga mencurigakan

KUALA LUMPUR 14 Jan. - Pusat Khidmat Aduan Pengguna Nasional (NCCC) menggesa bank-bank menghentikan urus niaga syarikat jualan langsung yang mencurigakan dan menjalankan perniagaan 'gores dan menang' yang telah diharamkan oleh kerajaan.

Ketua Eksekutif NCCC, Muhammad Sha'ani Abdullah berkata, secara purata pusat itu menerima tidak kurang lima aduan sehari daripada pengguna mengenai kegiatan penipuan syarikat terbabit.

Menurutnya, pihak bank seolah-olah 'menghalalkan' skim 'gores dan menang' kerana membenarkan proses transaksi syarikat tersebut yang ternyata salah di sisi undang-undang.

''Bank-bank perlu bertegas mengawal hal ini dengan membatalkan transaksi serta-merta jika urusniaga itu dicurigai dan terlibat dengan kegiatan seperti itu,'' katanya pada sidang akhbar di sini hari ini .

Sha'ani juga meminta pihak bank supaya membatalkan penggunaan kad kredit di kalangan peniaga yang menyalahgunakan perkhidmatan itu.

Tambahnya, bank perlu menyiasat terlebih dahulu sebelum memberikan perkhidmatan mereka kepada syarikat-syarikat perniagaan jualan langsung di negara ini.

Banks urged to deny card payments

2009-01-15T23:32:00.000-08:00

Thursday January 15, 2009

Banks urged to deny card payments

PETALING JAYA: The National Consumer Complaints Centre wants banks to disallow credit card facilities to a company operating illegal “scratch-and-win” draws.

The centre’s chief executive Muhammad Sha’ani Abdullah said that although the licence of the company was revoked in May last year, its credit card facilities were not terminated.

He also urged Bank Negara, the Association of Banks and Fomca to formulate solutions to stop such business.

“We receive no fewer than five complaints a day from people being fleeced by this company,” he told a press conference yesterday, adding that allowing credit card facilities to such a company was as good as abetment.

The company has branches in the Klang Valley, Ipoh, Kuantan, Batu Pahat and Seremban.

Muhammad said victims of the scam were forced to buy products and services under duress, and suggested that products worth more than RM500 should not be allowed to be sold directly unless specifically permitted by the authorities.

“There have been 1,500 reported cases of people who felt that they were cheated by this kind of draw or contest, “ he said.

全國消費人投訴中心：允刷卡交易‧銀行助長刮刮樂騙局

2009-01-15T00:31:00.000-08:00

字體設定: 小中大

全國消費人投訴中心：允刷卡交易‧銀行助長刮刮樂騙局

2009-01-15 09:20

（雪蘭莪‧八打靈再也）全國消費人投訴中心（NCCC）認為，銀行對被吊銷執照的直銷公司繼續使用信用卡付費方式交易置之不理，等於間接鼓勵及助長刮刮樂騙局。

全國消費人投訴中心首席執行員莫哈末沙亞尼表示，銀行不理會消費者針對刮刮樂的投訴，導致一些非法公司能通過刷卡方式騙錢，與支持刮刮樂活動無異。

他週三（1月14日）出席此中心舉辦的“銀行鼓勵刮刮樂活動”新聞發佈會後表示，刮刮樂活動多是以查詢消費者的信用卡結存為名，盜刷大筆款額，使消費者在不知不覺中遭騙走巨款。

“但銀行只顧及本身的利益，不管這些刮刮樂公司的經營方式是否合法，繼續讓他們使用信用卡交易。”

所有騙案受害者被刷走巨款

他說，去年此中心共接獲1551宗有關刮刮樂公司的欺騙案投訴，幾乎所有欺騙案皆是消費者的信用卡被刷走巨款。

他表示，此中心去年就多次向銀行及相關部門反映此問題，惟沒有任何方面採取適當行動，情況一直不獲改善。

“銀行應不允許這些被吊銷執照的直銷公司使用信用卡交易，因為一般上直銷商品都價格高昂，難以用現金交易，若不讓他們用信用卡，或能遏止問題。”

他說，此中心建議所有銀行查明直銷公司的經營方式和運作情況，停止讓非法的公司使用信用卡交易，並促請執法當局加強對付欺詐消費者的刮刮樂公司，包括以刑事法典的欺詐罪提控涉及者，並對罪成者施予強制性監禁的懲罰。

他表示，此中心也建議國家銀行、銀行公會及大馬消費人聯合會（FOMCA）聯手設立委員會商討問題，並舉辦消費者醒覺運動，宣傳與教育民眾。

星洲日報‧2009.01.15

Bank hentikan urus niaga mencurigakan

2009-01-15T00:02:00.000-08:00

ARKIB : 15/01/2009

Bank hentikan urus niaga mencurigakan

Ketua Eksekutif NCCC, Muhammad Sha'ani Abdullah berkata, secara purata pusat itu menerima tidak kurang lima aduan sehari daripada pengguna mengenai kegiatan penipuan syarikat terbabit.

Menurutnya, pihak bank seolah-olah 'menghalalkan' skim 'gores dan menang' kerana membenarkan proses transaksi syarikat tersebut yang ternyata salah di sisi undang-undang.

Sha'ani juga meminta pihak bank supaya membatalkan penggunaan kad kredit di kalangan peniaga yang menyalahgunakan perkhidmatan itu.

Tambahnya, bank perlu menyiasat terlebih dahulu sebelum memberikan perkhidmatan mereka kepada syarikat-syarikat perniagaan jualan langsung di negara ini.

消費人投訴中心：銀行助長刮刮樂

2009-01-14T00:28:00.000-08:00

字體設定: 小中大

消費人投訴中心：銀行助長刮刮樂

2009-01-14 16:52

全國消費人投訴中心首席執行員莫哈末沙亞尼表示，銀行不理會消費者針對刮刮樂的投訴，導致一些非法公司能通過刷卡方式騙錢，這與支持刮刮樂活動無異。

他今日（週三，1月14日）出席此中心舉辦的“銀行鼓勵刮刮樂活動”新聞發佈會後表示，刮刮樂活動多是以查詢消費者的信用卡結存為名，盜刷大筆款額，使消費者在不知不覺中遭騙走巨款。

“但銀行只顧及本身的利益，不管這些刮刮樂公司的經營方式是否合法，繼續讓他們使用信用卡交易。”

他說，去年此中心共接獲1551宗有關刮刮樂公司的欺騙案投訴，幾乎所有欺騙案皆是消費者的信用卡被刷走巨款。

星洲互動‧2009.01.14

Kempen boikot barangan AS perlu menyeluruh

2009-01-12T01:13:00.000-08:00

ARKIB : 12/01/2009
Kempen boikot barangan AS perlu menyeluruh

KUALA LUMPUR 11 Jan. - Persatuan Penasihat Pengguna-Pengguna Malaysia mengingatkan kempen boikot barangan Amerika Syarikat (AS) hanya akan berjaya jika ia mendapat sokongan menyeluruh masyarakat pengguna.

Naib Presidennya, M. Subramaniam berkata, kempen itu setakat ini belum menampakkan kesan besar kerana penglibatannya masih terhad.

Menurutnya, kempen itu merupakan idea yang baik untuk memberi kesan langsung terhadap ekonomi AS tetapi ia tidak akan mencapai matlamatnya jika hanya segelintir masyarakat pengguna yang terlibat.

''Sekiranya kempen ini mendapat sokongan semua rakyat secara berterusan, kita akan melihat impaknya akan diterima AS dalam masa tidak lebih dua bulan,'' katanya kepada Utusan Malaysia di sini hari ini.

Setiausaha Agung Gabungan Persatuan Pengguna Malaysia (FOMCA), Muhammad Shaani Abdullah pula berkata, kejayaan kempen bergantung sepenuhnya kepada komitmen pengguna.

''Komitmen itu akan muncul jika rakyat merasakan ketidakadilan yang berlaku di Palestin,'' katanya.

Menurutnya, kempen memboikot produk AS bertujuan mendesak pengeluar di sana supaya menekan kerajaan AS mengarahkan Israel menghentikan serangan ke atas Palestin.

Pengarah Projek Persatuan Pengguna Islam Malaysia (PPIM), Noor Nirwandy Mat Noordin pula berharap selain pengguna, pasar raya juga bersama-sama memboikot produk AS.

Komitmen mereka katanya, penting untuk memaklumkan kepada pengguna tentang barangan yang perlu diboikot.

''Mereka perlu menjalankan kempen kepada pengguna untuk membeli barangan buatan Malaysia sebagai tanda sokongan,'' katanya.

Declare revenue shared with highway firms, Government urged

2009-01-08T23:35:00.000-08:00

Thursday January 8, 2009

Declare revenue shared with highway firms, Government urged

By SIM LEOI LEOI

PETALING JAYA: The Government should declare any financial gain it has received from its revenue-sharing agreements with highway operators like Lebuhraya Damansara Puchong, PLUS and SecondLink.

Fomca secretary-general Muhammad Sha’ani said the Government should also rechannel the revenue back to the public by ensuring toll charges remained low.

“Since the Government has to pay compensation each time it asks the toll operators not to increase toll rates, why can’t this be discounted against the revenue it has gained to benefit consumers and road users?

“This will only be fair as toll charges affect the public anyway,” he said here yesterday.

Muhammad was responding to reports that the LDP operator had signed a supplementary agreement with the Government to share its revenue while PLUS and SecondLink had also inked similar deals.

The sharing mechanism kicks in the moment the highway operators have achieved their projected toll revenue for the year.

Muslim Consumers Association secretary-general Datuk Dr Ma’amor Osman said a third party should be engaged to audit the revenue received by the highway operators to ensure the Government got its share.

“The highway operators need to justify their costs of construction and running the highways so that these cannot be inflated.

“Highway operators can also earn millions from outdoor advertising and rentals from stalls in rest and recreation areas,” he said.

MCA information and communication bureau chief Lee Wei Kiat said from the initial reading of the documents, the main aim of the agreements was to generate profits and that it had totally neglected the interests of both the Government and the people.

“The Government should conduct an overall review of the privatisation of our highways to ensure that this is aimed at benefiting the people, not otherwise,” he said, adding that the original objectives of constructing the toll highways should not be forgotten.

Associated Chinese Chamber of Commerce and Industry for the subcommittee on infrastructure and privatisation Goh Bok Yen said in developed countries, any revenue shared with the Government would be channelled into an independent fund.

Kad kredit: Pengusaha stesen minyak enggan tanggung kos

2009-01-08T06:14:00.000-08:00

ARKIB : 08/01/2009

Kad kredit: Pengusaha stesen minyak enggan tanggung kos

KUALA LUMPUR 7 Jan. - Persatuan Pengusaha Stesen Minyak (PDAM) menolak cadangan Pusat Khidmat Aduan Pengguna Nasional (NCCC) berhubung penggunaan nombor pin kad kredit sebagai alternatif pembelian petrol di semua stesen minyak kerana ia membabitkan kos yang tinggi.

Presiden PDAM, Datuk Alang Zari Ishak berkata, pengusaha stesen minyak di seluruh negara pastinya tidak mampu menanggung kos menambah baik ciri-ciri keselamatan berteknologi tinggi yang sudah tentu mencecah ratusan ribu ringgit sedangkan sistem sedia ada dilihat telah memenuhi keperluan tersebut.

''Langkah untuk menaik taraf keseluruhan ciri-ciri seperti pemasangan nombor pin pada kad kredit atau mewujudkan satu perisian baru memerlukan kos tinggi, kita tidak pasti jumlah sebenar tetapi tidak menolak kemungkinan kos yang terlibat mencecah ratusan ribu ringgit malah mungkin berjuta.

''Sebenarnya, kad bercip atau Europe Master Visa (EMV) yang diguna pakai sejak tahun 2005 pada masa ini sudah cukup tinggi dan menepati ciri-ciri keselamatan pengguna berbanding kad berciri magnetik terdahulu, justeru PDAM yakin sebarang penambahbaikan untuk tujuan itu tidak perlu dilaksanakan,'' katanya.

Beliau berkata demikian kepada Utusan Malaysia ketika diminta mengulas berhubung cadangan NCCC yang meminta sektor perbankan memperkenalkan peraturan penggunaan nombor pin dalam urusan pembelian petrol menggunakan kad kredit.

Langkah itu bertujuan membendung gejala penggunaan kad kredit curi di stesen-stesen minyak yang berleluasa ketika ini.

NCCC turut mendakwa telah menerima sebanyak 809 aduan sepanjang 2007 dengan hampir kesemua aduan yang diterima adalah daripada pemilik kad kredit yang kehilangan kad tersebut yang didapati digunakan untuk pelbagai pembelian termasuk petrol selain barangan kemas.

Selain itu, menurut Alang Zari, pihaknya turut menyarankan semua pengguna supaya lebih berwaspada semasa menggunakan kad kredit selain meminta semua pihak berhenti menuding jari terhadap kelemahan sistem keselamatan yang ada di setiap stesen minyak di negara ini.

Katanya, pengguna merupakan orang yang bertanggungjawab untuk menjaga setiap harta benda yang dimiliki dan sebarang kecuaian akan menyebabkan mereka mengalami kerugian.

''Pengguna perlu sedar akan tanggungjawab masing-masing, kadang-kadang kejadian seperti kecurian, rompakan dan sebagainya berlaku disebabkan kecuaian mereka sendiri, justeru jangan letakkan kesalahan kepada orang lain,'' katanya.

Added security to prevent credit card fraud

2009-01-07T23:38:00.000-08:00

Wednesday January 7, 2009

Added security to prevent credit card fraud

PETALING JAYA: The National Consumer Complaints Centre (NCCC) is proposing that credit card purchases of fuel at the pump be authenticated by the cardholder keying in a personal identification number (PIN) or password.

“There should be more security for consumers who use their credit cards to buy fuel,” the centre’s chief executive Muhammad Sha’ani Abdullah told a press conference here yesterday.

He said cases relating to lost credit cards and fraud increased from 809 in 2007 to over 1,000 last year, and most misuse took place at petrol stations.

“This is because the current system only requires the user to swipe the card,” he said. The NCCC will send its proposal to Bank Negara Malaysia this week, added Muhammad Sha’ani, who is also Fomca secretary-general.

He lamented that not all credit card issuers had a flagging system to alert users when irregular transactions were made.

“Some banks could not care less when irregular transactions occur, such as a credit card being used many times at the same premises on the same day,” he said, adding that these banks left the responsibility to the cardholder.

“If banks are not equipped with such a simple security system, then Bank Negara should just stop credit card usage altogether,” Muhammad Sha’ani said.

消費人投訴中心2007年度報告‧公共交通系統投訴1254宗

2009-01-07T07:07:00.000-08:00

字體設定: 小中大

消費人投訴中心2007年度報告‧公共交通系統投訴1254宗

2009-01-07 09:12

（吉隆坡）本地不完善的公共交通系統向來引人詬病，2007年全國消費人投訴中心（NCCC）常年報告指出，此中心於2007年接獲有關公共交通系統的投訴多達1254宗。

大部份公眾的投訴指公共交通不準時、經常延誤、司機態度粗魯和沒有紀律、基本設施不足和服務差勁。

報告說，被投訴的公共交通服務包括巴士、德士、輕快鐵、單軌火車，以及電動火車和普通火車。“巴士和德士的司機經常被人投訴態度粗魯、沒有禮貌、污辱乘客，甚至一些司機聽到乘客說要向警方投報時，還威脅乘客。”

報告指出，很多乘客不敢投報是因為司機送他們回家，知道他們的住處。

第二項遭人投訴最多的是公共交通，是巴士和火車不準時，經常延誤；在一些個案當中，有的巴士最終沒有開往目的地，搭客久候逾小時都不見蹤影，導致乘客上班或上學遲到，一些也因而失約。

此中心接到的投訴，指德士司機往往向乘客徵收過高的車費，慣用的藉口為目的地很遠，不方便行駛或因為繁忙時間交通阻塞。

全國消費人投訴中心也是大馬消費人聯合會附屬機構，此中心向當局提出數個建議，包括政府嚴管公共交通公司的作業，違規者立即終止營業、委任顧問對欠缺完善的公共交通系統作出深入研究、設立全國理事會以糾正現有的公共交通問題；以及執法當局加強執法，常年突襲檢查德士業者。

星洲日報‧2009.01.07

2009-01-07T06:42:00.000-08:00

myMetro »
7Januari2009

Banteras seleweng kad kredit

KUALA LUMPUR: Bank Negara perlu menyediakan garis panduan yang boleh digunapakai setiap bank bagi mengelakkan berlakunya penyelewengan kad kredit yang semakin meningkat, kata sebuah badan bukan kerajaan.

Ketua Eksekutif Pusat Khidmat Aduan Pengguna Nasional (NCCC) Muhammad Sha’ani Abdullah berkata, kes penyelewengan kad kredit, termasuk kehilangan kad kredit di stesen minyak, meningkat daripada 809 kes pada 2007 kepada lebih 1,000 kes tahun lepas.

“Contohnya kes penyelewengan di stesen minyak (boleh berlaku kerana) tiada ciri-ciri keselamatan ketika pengguna membayar menggunakan kad kredit.

Mereka hanya perlu lerekkan (kad mereka di mesin-mesin pembayaran secara kad kredit) tanpa perlu memasukkan nombor pengenalan diri atau kata laluan.

“Orang lain dengan mudah boleh menggunakan kad kredit pemilik yang hilang tanpa sebarang pengesahan atau kata laluan semasa membuat transaksi (di stesen-stesen minyak),” katanya di sini, semalam. - Bernama

Ketatkan guna kad kredit

2009-01-07T06:36:00.000-08:00

KOSMO

Ketatkan guna kad kredit

Oleh NURUL IZZA ROSLY
izza.rosly@kosmo.com.my

SEORANG ahli perniagaan, Ramli Latif menggunakan kad kredit untuk mengisi petrol di salah sebuah stesen minyak di Kuala Lumpur semalam.

KUALA LUMPUR – Pusat Khidmat Aduan Pengguna Nasional (NCCC) menyarankan Bank Negara Malaysia menyediakan satu garis panduan ketat yang boleh diguna pakai bagi setiap bank untuk mengelakkan berlakunya penyelewengan kad kredit yang kini semakin meningkat.

Ketua Eksekutif NCCC, Muhammad Sha’ani Abdullah berkata, terdapat kelemahan dalam penggunaan kad kredit dan kad ATM ketika ini kerana bayaran yang dilakukan menggunakan kad tersebut tidak menggunakan sebarang ciri keselamatan.

Sebagai contoh, menurut beliau, kes-kes melibatkan seseorang yang kehilangan kad kreditnya akan membolehkan pihak lain mengunakan kad berkenaan untuk membeli petrol di stesen minyak dengan mudah.

“Ini menunjukkan sistem keselamatan yang digunakan lemah dan jika nombor pin atau pengenalan diri digunakan sebelum seseorang itu mengisi petrol, mungkin kejadian tersebut boleh dielakkan.

“Apabila pemilik kad tersebut menghubungi pihak bank, dia pula dipersalahkan berikutan kecuaiannya menjaga kad kredit dengan baik, selain perlu membayar nilai wang yang telah digunakan pihak ketiga,” katanya pada sidang media di sini semalam.

Ketika ini kes penyelewengan kad kredit termasuk penggunaan kad kredit curi di negara ini meningkat daripada 809 kes pada 2007 kepada lebih 1,000 kes pada tahun lalu dengan 200 daripadanya membabitkan penyelewengan penggunaan kad kredit di stesen-stesen minyak.

Crooked, scheming merchants

2009-01-07T06:26:00.000-08:00

Crooked, scheming merchants
By JOSEPH KAOS JR January 07, 2009
Categories: News
Credit card-issuing banks which turn a blind eye to credit card scams are just as shady as crooked, scheming merchants. This is the claim of the National Consumer Complaints Centre (NCCC).

“There are just too many complaints of credit card fraud cases where banks refuse to take responsibility, insisting that it is the customer’s own fault,” said Muhammad Sha'ani Abdullah, chief executive of NCCC.

“Any unusual credit card transaction is recorded and if banks are not taking measures to help their own customers then it is as if they are endorsing what the crooked traders are doing. After all, the banks profit from these.”

Muhammad Sha'ani addressed several issues at a Press conference yesterday at the NCCC operations centre.

He also highlighted the ease of purchasing fuel with credit cards without the need for any authentication to prove that the user is the actual card holder.

He claimed that in 2007 there were 809 complaints of lost credit cards and the number increased to more than a thousand last year.

“In almost all of these cases, the victims’ credit card statements displayed excessive fuel purchases.

“We are proposing the requirement of passwords or PIN numbers when purchasing petrol with credit cards as a form of added security for consumers,” he said, adding that NCCC would send the proposal to Bank Negara this week.

He also suggested that the merchants involved in credit card fraud should be investigated to put the brakes on more scams.

“There are laws to punish these cheats but there has to be more enforcement.”

Other suggestions in the NCCC’s proposal is the prohibition of credit card recruitment by third parties other than licensed banks.

“This way, banks will not be able to shift the blame to third parties if credit card users are only recruited by their own people,” said Muhammad Sha’ani.

The NCCC, formed in 2004, is an initiative between the Consumer Research and Resource Centre, the Consumer Association of Selangor and Kuala Lumpur and the Domestic Trade and Consumer Affairs Ministry. It adopts a cheeky tagline, “NCCC — Now everyone can complain”.

Perkenal nombor pin belian petrol guna kad kredit

2009-01-07T06:19:00.000-08:00

ARKIB : 07/01/2009

Perkenal nombor pin belian petrol guna kad kredit

PETALING JAYA 6 Jan. - Pusat Khidmat Aduan Pengguna Nasional meminta sektor perbankan memperkenalkan peraturan penggunaan nombor pin dalam urusan pembelian petrol menggunakan kad kredit ekoran berleluasanya kes penggunaan kad kredit curi di stesen-stesen minyak.

Ketua Eksekutifnya, Muhammad Sha'ani Abdullah berkata, pada masa ini pengguna yang membeli petrol menggunakan kad kredit hanya perlu memasukkan kad pada pam minyak sebelum mengisi petrol.

''Langkah ini lebih mudah berbanding urusan pembelian di kaunter kerana pengguna perlu menurunkan tanda tangan atau kadang kala syarikat kad kredit akan menghubungi pengguna bagi mendapatkan pengesahan,'' katanya pada sidang akhbar di pejabatnya di sini hari ini.

Muhammad Sha'ani berkata, pusat khidmat aduan berkenaan menerima sebanyak 809 aduan sepanjang 2007.

''Tahun lalu, aduan yang diterima meningkat lebih 1,000 kes.

''Hampir kesemua aduan yang diterima adalah daripada pemilik kad kredit yang kehilangan kad kredit dan kad berkenaan digunakan untuk pelbagai pembelian terutamanya membeli petrol selain barangan kemas,'' katanya.

Menurut beliau, pihaknya dimaklumkan ada kad kredit yang dicuri digunakan untuk membeli petrol di stesen minyak yang sama sebanyak tiga kali dalam sehari.

''Ini menunjukkan sistem pembelian petrol menggunakan kad kredit di negara kita terlalu longgar dan mudah,'' katanya.

Tambah beliau, pihaknya akan menghantar kertas cadangan kepada Bank Negara Malaysia (BNM) berhubung isu meningkatkan ciri keselamatan bagi penggunaan kad kredit untuk pembelian petrol dalam minggu ini.

Passwords to stop credit-card abuse

2009-01-07T01:24:00.000-08:00

NST Online » Local News

2009/01/07

Passwords to stop credit-card abuse

By : Azura Abas

Muhammad Sha’ani Abdullah says banks must have state-of-the-art security systems.

PETALING JAYA: There is an urgent need to impose tighter security measures when credit cards are used at petrol stations.

The National Consumer Complaints Centre revealed that lost credit cards had been used for purchase of petrol.

The centre received at least 1,000 complaints of lost credit cards being used at petrol stations last year. In 2007, the centre received 809 complaints.

To combat this, NCCC chief executive Muhammad Sha'ani Abdullah has suggested the use of a password when using credit cards at such outlets.

"We have to make it difficult for the culprits to use stolen credit cards. Now it is easy since they only need to swipe the card at the petrol pumps without any authentication," he said yesterday.
Also present were Consumer Research and Resource Centre chief executive Paul Selva Raj and Fomca deputy CEO Siti Rahayu Zakaria.

"The use of a password could protect card holders when they make online and phone transactions."

NCCC also proposed the use of Transaction Authorisation Code (TAC), which is a unique code that is a compulsory requirement for transactions.

The TAC will provide a second level of authentication as a security check before performing specific transactions.

Sha'ani said the TAC could be sent to one's mobile phone, adding that several banks had started using this system.

Banks must equip themselves with state-of-the-art security systems which could flag any suspicious credit-card transactions.

"Financial institutions which had failed to do so should not be given the facility to issue credit cards," he said.

"Bank Negara must also institute guidelines on the recruitment of credit-card users and must prohibit third parties from getting involved in credit- card recruitment other than licensed banks."

All these suggestions would be forwarded to Bank Negara this week.

消費人投訴中心2007年度報告‧公共交通系統投訴1254宗

2009-01-07T00:25:00.000-08:00

字體設定: 小中大

消費人投訴中心2007年度報告‧公共交通系統投訴1254宗

2009-01-07 09:12

大部份公眾的投訴指公共交通不準時、經常延誤、司機態度粗魯和沒有紀律、基本設施不足和服務差勁。

報告指出，很多乘客不敢投報是因為司機送他們回家，知道他們的住處。

此中心接到的投訴，指德士司機往往向乘客徵收過高的車費，慣用的藉口為目的地很遠，不方便行駛或因為繁忙時間交通阻塞。

星洲日報‧2009.01.07

投訴中心：現有制度不完善‧信用卡多被盜刷添油

2009-01-06T07:04:00.000-08:00

字體設定: 小中大

投訴中心：現有制度不完善‧信用卡多被盜刷添油

2009-01-06 19:31

莫哈末沙亞尼（中）向記者舉例多個信用卡交易不安全的案例，左是消聯消費人研究中心總監，右是消費副首席執行員茜蒂拉哈尤。（圖：星洲日報）

（雪蘭莪‧八打靈再也）全國消費人投訴中心（NCCC）揭露，大多數消費人在遺失信用卡之後，幾乎都被人拿去油站刷卡添油，有些失卡甚至一天被使用多次！

馬來西亞消費人聯合會（FOMCA）屬下機構全國消費人投訴中心首席執行員莫哈末沙亞尼今日（週二，1月6日）在新聞發佈會上指出，根據當局過去接獲的投訴個案顯示，大部份掉失信用卡者，都涉及遭盜用在油站添油的交易。

他指出，由於使用信用卡添油並不需要取得持卡者的個人密碼或另設的識別號碼，只須在油泵機上刷一刷就完成交易，快速又簡易。

“類似的信用卡交易作業制度並不完善，也對消費人沒有保障。”

有鑑於此，此中心週二同時吁請國內各商業銀行加強有關通過信用卡在網上交易，以及在油站添購汽油時操作的安全性。

信用卡網上交易不安全

莫哈末沙亞說，現有使用信用卡添油的制度並不安全，因為持卡人若不小心掉失了信用卡，一時未察覺而未及時向銀行報失的話，第三者檢獲此卡就能輕易用來添油。

“其他如網上購物的交易或通過電話簽購旅遊配套或保險等，有關使用信用卡的安全性也很低，只要輸入信用卡的號碼就行，這方面有些人士在取得別人的信用卡複印本就很容易在網上進行簽購交易。”

他指出，另一種不安全的情況即通過電話簽購旅遊配套或保險，雖然對方在電話中會向持卡人表明有關對話被錄音，可是消費人本身並不確定有關交易是否安全。

電話交易擅自過賬

“很多人向我們投訴說，他們通過電話的交易，有時都沒有直接贊同要簽購，對方就擅自幫你過賬，諸如此類的投訴引起很大的爭議。”

莫哈末沙亞指出，此中心建議國家銀行必須強制指示商業銀行實行用信用卡添油需輸入一個密碼的措施，以增加對消費人的交易安全，如通過電話購物也要落實“交易授權密碼”等措施。

勿把責任推給消費人
銀行應徹查商業欺詐

全國消費人投訴中心促請當局和國行對涉及商業欺詐的交易展開徹底的調查，不要一味只是把責任推卸給消費人。

莫哈末沙亞指出，消費人向銀行投訴時，銀行當局就歸咎是持卡人本身的錯，並沒採取嚴謹的措施。

他說，此中心也建議國行在必要時要求警方介入深入的調查，如消費人的信用卡被人盜用添油的個案，當局應該徹查到底。

“不但如此，若發現有疑問的不尋常交易也應該立即終止，因為現有的制度並不完善，以致消費人連卡被人盜用都不知情，直到收到月結單時才驚覺信用卡被盜用。”

他表示，國行在這方面必須制定更嚴厲的指南，同時嚴禁第三者代為申請信用卡，必須要由銀行本身的職員為消費人處理信用卡的申請。

“很多時候在發生問題時，銀行就推說不關銀行的事，而是負責代申請信用卡的第三者，這種說法很不負責任。”

星洲日報‧2009.01.06

消費人投訴中心：信用卡多被盜刷添油

2009-01-06T07:00:00.000-08:00

字體設定: 小中大

消費人投訴中心：信用卡多被盜刷添油

2009-01-06 15:24

他指出，由於使用信用卡添油並不需要取得持卡者的個人密碼或另設的識別號碼，只須在油泵機上刷一刷就完成交易，快速又簡易。

“類似的信用卡交易作業制度並不完善，也對消費人沒有保障。”

有鑑於此，此中心週二同時吁請國內各商業銀行加強有關通過信用卡在網上交易，以及在油站添購汽油時操作的安全性。

莫哈末沙亞說，現有使用信用卡添油的制度並不安全，因為持卡人若不小心掉失了信用卡，一時未察覺而未及時向銀行報失的話，第三者檢獲其卡就能輕易用來添油。

星洲互動．2009.01.06

Mekanisme Banteras Penyelewengan Kad Kredit Diperlukan

2009-01-06T06:56:00.000-08:00

06 Januari, 2009 16:20 PM

Mekanisme Banteras Penyelewengan Kad Kredit Diperlukan

KUALA LUMPUR, 6 Jan (Bernama) -- Bank Negara perlu menyediakan satu garis panduan yang boleh digunapakai bagi setiap bank untuk mengelakkan berlakunya penyelewengan kad kredit yang kini semakin meningkat, kata sebuah badan bukan kerajaan.

Ketua Eksekutif Pusat Khidmat Aduan Pengguna Nasional (NCCC) Muhammad Sha'ani Abdullah berkata kes penyelewengan kad kredit, termasuk kehilangan kad kredit di stesen minyak, di negara ini telah meningkat daripada 809 kes pada 2007 kepada lebih 1,000 kes pada tahun lepas.

"Sebagai contoh kes penyelewengan di stesen minyak (boleh berlaku kerana) tiada ciri-ciri keselamatan ketika pengguna membayar menggunakan kad kredit. Mereka hanya perlu lerekkan (kad mereka di mesin-mesin pembayaran secara kad kredit) tanpa perlu memasukkan sebarang nombor pengenalan diri ataupun kata laluan.

"Orang lain dengan mudah boleh menggunakan kad kredit pengguna yang hilang tanpa sebarang pengesahan atau kata laluan semasa membuat transaksi (di stesen-stesen minyak)," katanya kepada pemberita di sini hari ini.

Katanya untuk itu pihak bank perlu memperkenalkan kata laluan untuk penggunaan kad kredit di stesen minyak serta untuk pembelian barangan secara dalam talian dan juga melalui telefon bagi mengelakkan ia tidak disalahgunakan oleh mereka yang tidak bertanggungjawab.

Muhammad Sha'ani berkata Bank Negara juga perlu menyekat pihak ketiga daripada terlibat dalam permohonan kad kredit baru untuk pengguna kerana ini mampu disalahgunakan oleh mereka yang tidak bertanggungjawab.

"Ada satu kes di mana pengguna diminta mengisi borang kad kredit hanya untuk membeli sesuatu barang. Penjual menghantar borang itu ke bank serta mengenakan bayaran dan caj berlebihan kepada pengguna. Ini salah satu unsur jenayah," katanya.

Beliau berkata pihak berkuasa juga perlu mengadakan siasatan terhadap kes penipuan dan penyelewengan kad kredit ini, termasuk menghentikan sebarang transaksi yang mengandungi unsur yang mencurigakan.

NCCC turut menerima aduan mengenai caj yang tidak sepatutnya dikenakan pihak bank seperti caj kehilangan buku bank, caj transaksi kad kredit, caj penutupan akaun bank dan sebagainya, katanya.

NCCC yang ditubuhkan pada 2004 oleh persatuan pengguna dengan kerjasama Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna merupakan pusat aduan setempat bagi membantu para pengguna menyelesaikan sebarang masalah terutama dengan pihak peniaga.

-- BERNAMA

Credit cards at the pumps: Use PINs or passwords

2009-01-06T01:12:00.000-08:00

Published: Tuesday January 6, 2009 MYT 4:32:00 PM
Updated: Tuesday January 6, 2009 MYT 6:27:36 PM

Credit cards at the pumps: Use PINs or passwords

By YUEN MEIKENG and M. SHAMINEE

PETALING JAYA: The National Consumer Complaints Centre (NCCC) is proposing that consumers using credit cards to pay for petrol at the pumps be required to key in a personal identification number (PIN) or password.

“There should be more efforts to step up security when consumers use their credit cards to buy fuel,” said the centre’s chief executive Muhammad Sha’ani Abdullah.

“This is because anyone may misuse the card as the current system only requires the user to swipe the card without any signature or security number,” he said at a press conference here Tuesday.

The proposal will be sent to Bank Negara Malaysia by this week, added Muhammad Sha’ani, who is also Fomca (Federation of Malaysian Consumer Associations) secretary-general.

He said that cases relating to lost credit cards and fraud have increased from 809 in 2007 to over 1,000 last year, of which most took place at petrol stations.

Muhammad Sha’ani pointed out that not all credit card issuers have a flagging system whereby warnings were issued to users when unusual transactions were detected, such as when a credit card is used multiple times at the same premise on the same day.

“If banks are not equipped with such a simple security system, then Bank Negara should just stop credit card usage altogether,” Muhammad Sha’ani said.

He added that Bank Negara should also prohibit third parties from recruiting credit card users and only allow licensed banks to do so.

付款無須密碼認證‧信用卡保安存弊端

2009-01-06T00:03:00.000-08:00

字體設定: 小中大

付款無須密碼認證‧信用卡保安存弊端

2009-01-06 20:04

2008年有超過1000宗因信用卡失竊而遭盜用的投訴。（檔案照）
莫哈末賽尼（中）表示，現有的信用卡保安系統存有弊端，吁請國家銀行關注。左右分別為保羅西瓦及茜蒂拉哈玉。（圖：光明日報）

National Consumer Complaints Centre receives more complaints

2009-01-04T18:15:00.000-08:00

NST Online » Local News

2009/01/04

National Consumer Complaints Centre receives more complaints

By : Yong Huey Jiun

Chief Secretary to the Government Tan Sri Mohd Sidek Hassan at the launch of the ‘National Consumer Complaints Centre 2007 Annual Report’ last month. With him are Fomca secretary-general Muhammad Sha’ani Abdullah (left) and Fomca president Datuk Marimuthu Nadason.

KUALA LUMPUR: Consumers are now more aware of their rights, as seen in the National Consumer Complaints Centre 2007 Annual Report released recently.

The centre received 24,873 complaints in 2007, up 36 per cent from the previous year.

The NCCC, established under the Federation of Malaysian Consumers' Associations (Fomca), was set up to handle consumer complaints on goods and services.

The complaints registered an increase in every category of the statistics provided by the report, amid rising consumer goods and food prices. It was the second report by the non-profit organisation since it began operations in 2004.

Fomca president Datuk Marimuthu Nadason said the report was put together as a social responsibility towards the community.
"I believe the overall increase is due to the growing number of consumers in the country and the greater awareness of consumer rights," said Chief Secretary to the Government Tan Sri Mohd Sidek Hassan at the launch of the report last month.

Housing developers topped the list for two consecutive years, with complaints ranging from poor workmanship to booking fees.

Another top complaint, up about 26 per cent, was private higher education. Some private institutions misled students into believing that they were entitled to the National Higher Education Fund Corporation loan facilities.

The biggest jump was water supply services, up 54 per cent. The complaints against travel and tour agencies also jumped from 382 cases in 2006 to 587 cases in 2007.

Hypermarkets registered the lowest rate of complaints, although the cases were up 20 per cent from 800 cases in 2006.

The majority of the consumers lodged their complaints through the phone. Only two per cent faxed their complaints to the centre.

Between 2006 and 2007, the rate of solving complaints also increased from 74 per cent to 82 per cent.

Sidek said complaints should not be viewed negatively. "A complaint is a gift because it gives us the opportunity to improve."

Set the right example, leaders urged

2009-01-02T17:43:00.000-08:00

Home > News > Nation

Friday January 2, 2009

Set the right example, leaders urged

By TEH ENG HOCK

PETALING JAYA: Many agree with MCA president Datuk Seri Ong Tee Keat’s call for national leaders to be more prudent in view of the present economic climate.

Community leader Tan Sri Lee Lam Thye said leaders should set the right example. “They must make sure there is no excessive spending, especially when it involves taxpayers’ money. Everything must be done in moderation.

“They must also be prepared to embark on an austerity drive,” he told The Star.

In his blog, Ong wrote that Government leaders should exercise prudence when carrying out the obligations entrusted to them.

“Care must be taken to ensure that we uphold the highest standards of integrity, transparency and accountability at every level of governance. Leakages in spending should not be tolerated,” said Ong.

Ong also stressed that Government investment, especially on infrastructure, human capital development and other projects to promote growth was essential for the nation to ride out the economic storm.

Lee agreed that spending was necessary to generate economic activity, but said it should be done wisely and after much thought.

“It must be on projects that have spin-off effects, like low-cost housing which creates opportunities for labour, cement and steel supply and more,” he said.

Transparency International Malaysia president Tan Sri Ramon Navaratnam concurred that the Government should continue spending, but reduce wastage.

He said it should also introduce a second stimulus package to pump up the economy.

Last year, Deputy Prime Minister Datuk Seri Najib Tun Razak tabled a RM7bil financial stimulus package in Parliament.

“The Government should spend, but not be wasteful. The people, on the other hand,should only spend on essentials,” he said.

“It is time to be more liberal with the economy. Quotas and APs (approved permits) should be done away with,” he added.

Federation of Malaysian Consumer Associations (Fomca) secretary-general Muhammad Sha’ani Abdullah called for more transparent and reasonable expenditures by the Government.

“All works should be by open tender so that the rakyat gets maximum benefits. We have equal rights to know what is going on and how the money is being spent,” he said.

On the proposal for a second financial stimulus package, he asked: “What happened to the first package?We are not feeling the effects and the Government must update us on how the funds are being spent.”

2009-01-01T02:18:00.000-08:00

2008-12-29T16:08:00.000-08:00

Really, scratch and don't win

2008-12-28T16:37:00.000-08:00

NST Online » Local News

2008/12/28

Really, scratch and don't win

SCRATCH-AND-WIN contests are alive and thriving although a ban was announced by the government more than a year ago.

Former domestic trade and consumer affairs minister Datuk Seri Mohd Shafie Apdal had announced on Dec 3 last year that they were banned and many hailed it as a "victory for consumers".

However, it would appear that this ban was only administrative.

International Association for Consumer Law deputy pre-sident Datuk Dr Sothi Rachagan said for the ban to take effect, it had to be gazetted.

"There must be a legal process involved. A mere declaration by the minister does not bring it into effect," said Sothi, who co-drafted the Consumer Protection Act with Professor P. Balan.
Today, scams are on the rise.

The National Consumer Complaints Centre records an average of five complaints a day. As of last month, there have been 1,690 complaints lodged with the centre, resulting in losses of more than RM8 million. Last year there were 1,933 complaints lodged and in 2006, there were 1,499.

As of Dec 15, the Consumer Claims Tribunal had heard 1,205 cases. Last year, it heard 1,669 cases and in 2006, 1,464.

Although the ban is only administrative, the ministry said that the Direct Sales Act 1993 covered unethical practices and allowed its controller to revoke the licences of companies running scratch-and-win scams.

"The announcement of the ban gave muscle to the whole issue, which was on the rise," said ministry secretary-general Datuk Mohd Zain Mohd Dom. "It does not help that consumers still keep falling for it."

Zain said the ministry was working with the Companies Commission to curb the problem. "We are talking about how we can go after the directors of these companies and if they abscond, to go after the company secretary. We will also bring in Bank Negara for further discussions."

Sothi said scratch-and-win contests involved cheating and were offences under the Penal Code, and also under the Consumer Protection Act 1999, which states that no person shall offer any gift or free item without an intention of providing it.

Depending on the exact form used, they could also be illegal under the Lotteries Act 1952, which states that any lottery promoted without a Finance Ministry permit was unlawful.

"The fact participants have to scratch to win something makes it a lottery."

On whether a scratch-and-win victim has any recourse at the Consumers Complaint Tribunal, Sothi said yes.

"You cannot bring a criminal matter for consideration to the tribunal, but you can bring a civil action to get your money back."

Bar Council vice-president Ragunath Kesavan said that there should be more inter-agency cooperation to curb this problem.

"This is outright cheating. Even if the licences of the companies had not been revoked, it is still an offence under the Penal Code.

"It is an offence by itself as it involves cheating and gambling. For it to become illegal only if it is gazetted is not an issue because it is illegal by the nature of its act."

The National Consumer Complaints Centre's complaints manager, B. Yesotha, said the Domestic Trade and Consumer Affairs Ministry should act more firmly on complaints referred to them.

She said complainants were directed to the ministry's enforcement unit but the unit had told them to file a case at the Consumer Claims Tribunal.

"What is the tribunal's role in this? It's already a criminal matter. Those running these companies should be in jail."

Yesotha said some of the complaints received were regarding companies whose licences had been revoked and whose names were published on the ministry's website.

She said Bank Negara, too, needed to handle complaints better.

One victim of a company, whose licence had been revoked, filed a complaint with Bank Negara only to be told that she needed to file a written complaint and it would "take 14 days to process the complaint".

Bus operators keen to push up fares because of higher operating costs

2008-12-27T16:33:00.000-08:00

Saturday December 27, 2008

Bus operators keen to push up fares because of higher operating costs

Stories by ELAINE ANG

IF the express bus companies get their way, passengers will soon have to pay significantly more for their tickets. Complaining of rising costs, the industry is pushing hard for a fare hike.

Konsortium Transnasional Bhd (KTB), the country’s biggest express bus operator, is calling for a 60% hike in ticket prices, while the Pan Malaysian Bus Operators Association (PMBOA) wants the fares, including those for stage buses, to be doubled.

The fare is currently calculated based on a ceiling price of 6.5 sen per km for economy express buses and 15 sen per km for luxury/executive coaches.

KTB chairman and managing director Datuk Mohd Nadzmi Mohd Salleh stresses that the hike is necessary to ensure the survival of the players. The last fare review was more than three years ago, allowing an 18% increase for economy express buses.

Datuk Mohamad Ashfar Ali

He says that review in May 2005 has helped ease the burden of increasing costs in the five years after the previous fare increase in 2000, but much has changed since 2005. The soaring fuel prices has been a huge factor.

Motorists are naturally happy that pump prices have been cut seven times since the whopping hike in June, but it is a different story for bus companies. The subsidised diesel price has remained stagnant at RM1.43 per litre.

“Although oil prices have come down, we are not feeling it. We are still paying the same price for subsidised diesel and the price increases by suppliers have not incorporated the full extent of the costs they have had to bear so far,” he tells StarBizWeek.

According to Nadzmi, subsidised diesel has increased 120% from 65 sen per litre on Jan 1, 2005, to RM1.43. Other costs, such as tyres, spare parts and services, have been going up as well.

He adds: “There is also an insufficient quota of subsidised diesel provided to us, with the quota only fulfilling about 70% to 80% of our requirement most of the time.”

For KTB, the increase in the price of subsidised diesel costs the company an additional RM35mil per annum compared with 2005.

“We don’t even make that much profit in a year. Subsidised diesel is only one cost factor that is killing us in terms of profitability – our total operating costs are now higher than our revenue collected. The costs are eating into the bones already,” says Nadzmi.

“The more we operate our buses, the higher our costs. Even if we do not operate so many buses we will still have to bear the fixed costs. So we are in a dicey situation. We are profit-making organisations. So is it fair for us to absorb all these costs?”

The Government has agreed to a 30% surcharge for economy bus fares for the Hari Raya period until Oct 15. It has been reported that the surcharge has since been extended until a new fare structure is announced.

Nadzmi says the surcharge has helped KTB reduce losses and improve cash flow.

Entrepreneur and Cooperative Development Minister Datuk Noh Omar was recently quoted as saying that despite the drop in fuel prices, an increase in express and stage bus fares next year was unavoidable due to escalating costs.

This, however, have failed to appease the bus operators. Nadzmi asks: “But when next year?”

“A quick decision from the Government is very important as the situation may change after a long delayed decision and it may not be an appropriate solution any more.”

He suggests that the Government have annual fare reviews instead of sudden, big increases, which will burden consumers and result in a contraction of demand. “We want stability in our business environment and that includes price stability,” he says.

Datuk Mohd Nadzmi Mohd Salleh

He also proposes a monthly ceiling of 9,000 litres diesel per bus. “We are suggesting that the Government look at the whole year to identify the peak months and create a ceiling based on that,” he says.

PMBOA president Datuk Mohamad Ashfar Ali says that if the Government does not agree with a 100% fare increase in view of the present economic situation, an alternative is that it converts the 30% surcharge for the Raya season into a fare increase from Jan 1, 2009.

The association is also asking the Government to reduce the subsidised diesel price for bus operators to RM1 per litre. The association represents 111 bus companies with more than 3,200 express and stage buses and over 9,000 employees.

Federation of Malaysian Consumer Associations (Fomca) secretary-general Muhammad Sha’ani Abdullah says a fare increase will definitely affect consumers as it will increase the cost of doing business and travelling.

“However, this is unavoidable because the Government has no idea how else to fund public transport other than by increasing the fare. We believe it is justified because of the increase in operational costs, such as batteries, tyres, wages and other spare parts,” he says.

Muhammad Sha’ani adds that many cities in developed countries provides public funding for public transport, so that it is accessible to all.

“It is not commercially possible to do this only from funds collected from bus fares. It is important that the Government understands the social cost if the current model of public transport funding is not reviewed fast,” he warns.

Fuel price plan on Monday - either set floor level or float

2008-12-25T16:54:00.000-08:00

Tuesday November 25, 2008
Fuel price plan on Monday - either set floor level or float
By IZATUN SHARI

KUALA LUMPUR: The Government will decide next Monday whether to implement a floor price plan for a litre of petrol and diesel or stick to the petrol and diesel price flotation mechanism based on market rates.

Domestic Trade and Consumer Affairs Minister Datuk Shahrir Abdul Samad said the Economic Council would discuss the advantages and disadvantages.

“On Dec 1, we will discuss whether we want to use the floor price mechanism or continue with the managed floatation mechanism.

“If we were to set a floor price for petrol, we have to decide the level,” he said after opening the fifth heads of Asean Intellectual Property Offices Conference here yesterday.

“We will discuss what is a reasonable level so that there will be the opportunity for the Government to make some revenue (from the sale of petrol) to be channelled to the consolidated fund,” he said when asked to elaborate on the proposal for a floor price plan.

The Government now gets some revenue due to the difference in the ex-refinery price and the price oil companies sell petrol to station operators.

Shahrir said Fomca had proposed that the petrol floor price be set at RM3 per litre to encourage the prudent use of petrol, promote the use of public transport and push for development in alternative energy.

Asked about the progress on the proposed Fair Trade Practice Act, Shahrir said it was expected to be tabled in Parliament in June.

Ensure safety of motorcyclists

2008-12-25T16:43:00.000-08:00

Thursday December 25, 2008

Ensure safety of motorcyclists

THE Department of Road Safety (DRS) has legislated new regulations for the mandatory use of safety belts for rear seat car passengers.

There is no doubt that this will save lives during mishaps but why is the department not equally aggressive in pursuing other measures and safety compliance standards to reduce mishaps.

Statistics prove that the bulk of the road fatalities, no less than 70%, involve motorcyclists. The Public Works Department acknowledges this and has proposed dedicated motorcycle lanes as a solution.

Motorcyclists are not allowed on the Federal Highway, as there is a motorcycle lane. Of late, many parties are encroaching on the motorcycle lane, forcing the motorcyclists onto the Federal Highway.

Why is the department not advising the relevant authorities, through the Transport Ministry, to remind contractors doing maintenance and construction work involving motorcycle lanes to ensure the safety of this highly vulnerable group.

Even if there is a need to divert the motorcyclists onto the highway, a designated temporary lane must be provided to ensure safety as well to prevent motorcyclists from freely weaving onto the full length of the highway.

Also, all the underpasses for the motorcycle lane must be properly maintained to prevent flooding during a downpour.

Small improvements in reducing fatalities of motorcyclists will save more lives and should be made the first priority.

This can be achieved through proper coordination and cooperation between agencies without high manpower deployment or cost.

MUHAMMAD SHA’ANI ABDULLAH,

Secretary-General,

Fomca.

Merry Christmas

2008-12-25T16:11:00.000-08:00

Sin Chew: 投訴中心年度報告‧屋業投訴仍居榜首

2008-12-18T06:45:00.000-08:00

字體設定: 小中大

消費人投訴中心年度報告‧屋業投訴仍居榜首

2008-12-18 09:44

（吉隆坡）2007年全國消費人投訴中心（NCCC）報告指出，屋業發展商仍是最多消費者投訴的領域。

此中心去年共接獲2076宗有關屋業發展商的投訴，比2006年的1578宗增長29.6%，而投訴的內容包括房子內部手工品質低劣、遲交屋、發展計劃廢置及訂金問題。

此中心首席執行員莫哈末沙尼週三（12月17日）出席2007年全國消費人投訴中心報告推介禮後，發表談話。

莫哈末沙尼表示，政府或應實行先建後售的概念，購屋者只需先繳付10%屋價，因為現有的房屋發展制度導致有心人濫權，造成遲交屋、發展計劃廢置等問題。

直銷領域投訴第二多

接獲第二多投訴的是直銷領域，包括刮刮樂活動，因此，此中心建議當局把刮刮樂列為非法活動，並禁止以直銷方式售賣超過500令吉價值的商品。

私立高等教育中心及大專學院是第3多消費者投訴的領域；許多學生投訴院方在他們不知情的情況下向高等教育基金借貸，導致學生被高教基金追討欠款的問題。

全國消費人投訴中心將被投訴的商品及服務依性質分為23個領域，其他被消費者投訴的領域包括管理公司、電訊業、大減價、公共交通、金融機構、霸級市場、女傭中心、健身中心、食品等。

培養“視投訴為禮物”文化

政府首席秘書丹斯里莫哈末西迪表示，政府部門及相關機構應該培養“視投訴為禮物”的文化，因為所有的投訴都是協助當局改善與進步的機會。

他指出，美國有一些酒店會給做出投訴的顧客獎賞，因為他們認為，酒店單靠本身的員工是無法瞭解及察覺每一間客房是否有問題，但若顧客發現問題並投訴告知，等於是幫忙酒店進行監督工作。

“但在大馬，很多人被投訴就會生氣，這是不對的；我們確實沒有足夠的人手，有公眾幫我們指出問題，這就是一份禮物。”

平均每天接70宗投訴

大馬消費人聯合會主席拿督馬里慕都表示，2007年全國消費人投訴中心共接獲2萬4873宗投訴，即平均每天接獲70宗投訴，比2006年總數1萬8345宗投訴多，或增長36%。

他表示，全國消費人投訴中心把所有投訴做成報告發表，目的不是要指責任何人，而是希望借此讓各領域改善及提昇商品及服務素質。

星洲日報‧2008.12.18

莫哈末西迪（中）為2007年全國消費人投訴中心報告主持推介禮。左：莫哈末沙尼，右：馬里慕都。（圖：星洲日報）
2006及2007年消費人投訴數據資料
最多消費者投訴領域依序
投訴分類

Developers top consumer complaints list

2008-12-18T06:26:00.000-08:00

Thursday December 18, 2008

Developers top consumer complaints list

KUALA LUMPUR: The National Consumer Complaints Centre (NCCC) received 24,873 complaints last year, a 33% increase over 2006.

Topping the list were housing developers, direct sales, private higher education, management corporations and telecommunications, in that order.

This was revealed in the NCCC annual report 2007, which Chief Secretary to the Government Tan Sri Mohd Sidek Hassan launched yesterday.

Fomca secretary-general and NCC chief executive Muhammad Sha’ani Abdullah said consumer complaints against housing developers included grouses on poor workmanship, late delivery, abandoned housing projects, booking fees and misleading advertisements.

In his speech, Sidek said the increase in the number of complaints with NCCC showed that more consumers were now aware of their rights.

NCCC, which was corporatised as a non-profit organisation on Sept 17, aims to provide consumers an avenue to voice their grouses on goods or traders.

On Pemudah, the special task force to facilitate business, Sidek said it had managed to improve competitiveness and ensure 97% of payments from the Government was paid out within 14 days.

首席秘書：旨在改進政府部門人民投訴非製造麻煩

2008-12-17T07:19:00.000-08:00

更新: December 17, 2008 23:17

首席秘書：旨在改進政府部門人民投訴非製造麻煩

（吉隆坡17日訊）政府首席秘書丹斯里莫哈末西迪認為，消費者投訴政府部門或公共服務機構，是給機會它們改善缺點，提供更好服務，並非要製造麻煩。

他舉例，擁有千間房間的外國大型酒店，當房間設施或服務缺完善時，也是通過住客“免費”的投訴，提高服務。

“反觀我國情況，業者卻責罵投訴者；實際上，我國必須塑造投訴文化，以改善各領域服務素質。”

莫哈末西迪今午為國家消費人投訴中心2007年常年報告，主持推介禮后，在記者會這么說。

他欣慰公共投訴局總監及官員，積極處理公眾投訴，即使身在外國，也盡力通過電郵回覆及解答投訴者問題。

莫哈末西迪也說，他經常接獲素未謀面的投訴者達山星的投訴，即使在半夜也接到對方投訴Astro服務。

提及部分政府部門官員對消費人投訴敷衍了事，或轉接到其他投部門后失去下文時，他已指示總監關注這類問題，並加以改善。

“有些消費者的投訴對象，並非政府部門或機構，反而是其他私人領域或霸級市場。”

屋產被擱置最令人不滿

買賣房屋依然是最多消費人投訴的消費領域，而屋產被擱置是最令消費人不滿的問題。

國家消費人投訴中心（NCCC）2007年常年報告顯示，2007年共獲2萬4873起投訴，比2006年的1萬8345起增加36%；該中心去年共解決82%的投訴。

報告說，23項投訴領域中，投訴房屋發展商居冠，去年共有2076項投訴，相比2006年的1578項，增加29.6%。

國家消費人投訴中心總執行長莫哈末賽尼在記者會說，23項投訴領域的投訴案例，有增無減，這反映消費者對本身權益，及要求高素質服務意識提高，並通過合適管道提出投訴。

“當消費者投訴政府機構時，中心會勸導消費者向公共投訴局投訴，盡快解決問題。”

大馬消費人協會聯合會主席拿督馬里慕都說，消費人投訴範圍是房子被擱置、延遲交屋、房業計劃被遺棄或訂金被沒收。

巫裔最踴躍投訴

巫裔消費者是最踴躍投訴的族群，去年共有1萬6612名人士投訴或67%，其次是華裔及印裔消費者。

據國家消費人投訴中心2007年常年報告，華裔投訴者有5686人或23%、印裔2354人或9%、其他172人或0.7%，及旅客49人或0.2%。

通過電話方式投訴的消費者有8783人、電郵4511人、信函3901人、新自到中心投訴3501人、網站有3648人及傳真有529人。

2007年消費人投訴領域及數據
投訴領域	案件
房屋發展商	2076
直銷	1933
私立高等學府	1856
房地產管理公司	1739
電訊公司	1721
產品瑕疵	1519
大減價	1410
公共交通	1254
金融機構	1044
霸級市場	975
分期付款購物	946
誤導性廣告	917
分時度假設施	892
女傭中心	805
電力供應	793
健身俱樂部	771
典當業	686
保險	686
法律服務	646
食品	664
旅行社	587
水供服務	546
衛星電視	407
總數	2萬4873

Regard Complaints As Gifts, Says Sidek

2008-12-17T06:31:00.000-08:00

December 17, 2008 23:19 PM

Regard Complaints As Gifts, Says Sidek

KUALA LUMPUR, Dec 17 (Bernama) -- All parties, especially civil servants should regard complaints as gifts that can help them improve delivery, said Chief Secretary to the Government Tan Sri Mohd Sidek Hassan.

He said in advanced countries, various quarters like five-star hotels take delight in receiving complaints and in fact give incentives for people to make complaints because this helps them to give the finest service possible.

"Complaints means there is room for improvement, otherwise we will be lulled into thinking we are doing very well," he told reporters after launching the National Consumer Complaints Centre's annual report for last year, here Wednesday.

He said getting civil servants to have such a mindset was big challenge but needed to be pursued in the interest of the people.

The centre's chief executive officer, Muhammad Sha'ani Abdullah, who tabled the report, said among the issues raised related to housing developers were poor quality of work, delayed delivery, abandoned project and being bad paymasters.

-- BERNAMA

More complaints than ever before

2008-12-17T06:22:00.000-08:00

Published: Wednesday December 17, 2008 MYT 8:39:00 PM

More complaints than ever before

By FLORENCE A. SAMY

KUALA LUMPUR: The National Consumers Complaints Centre (NCCC) has received 24,873 complaints last year, a 33% increase compared with 2006.

The top five complaints were against housing developers, direct sales, private higher education, management corporations and telecommunications firms, according to the NCCC annual report 2007 which was launched on Wednesday by Chief Secretary to the Government Tan Sri Mohd Sidek Hassan.

Fomca secretary-general and NCC chief executive Muhammad Sha’ani Abdullah said consumers’ complaints against housing developers included poor workmanship, late delivery, abandoned housing projects, booking fees and misleading advertisements.

“The number of complaints against housing developers increased from 1,578 in 2006 to 2,076 last year, which is a 29.6% increase. Poor workmanship is a big problem for housebuyers,” he said at the launching of the NCCC report.

Other complaints include cheap sales, public transport, maid agencies and satellite television.

The report, which suggested recommendations, listed 23 complaint categories, all of which had at least 300 complaints.

Fomca president Datuk N. Marimuthu said their aim was not to attack anyone but to work together with the industry to foster better industrial harmony.

Sidek in his speech said the increase in the number of complaints with NCCC showed that the number of consumers had increased and that they were more aware of their rights.

“Consumers equipped with knowledge and awareness, can better protect themselves against irresponsible traders,” he said.

He said each complaint should be treated as “a gift and not as a burden.”

“Each complaint is an opportunity to improve. Government departments and all of us must be oblivious to who complaints but attend to their complaints immediately,” he said.

NCCC, which was corporatised as a non-profit organisation on Sept 17, aims to provide consumers an avenue to voice their grouses on goods or traders.

Selenggara laluan motosikal elak nyawa melayang

2008-12-17T06:08:00.000-08:00

17/12/2008

Selenggara laluan motosikal elak nyawa melayang

PENGGUBALAN peraturan baru oleh Jabatan Keselamatan Jalan Raya (JKJR) yang mewajibkan pemakaian tali pinggang keledar penumpang kerusi belakang kereta sememangnya ada asasnya untuk melindungi penumpang semasa kemalangan.

Akan tetapi kenapakah pihak JKJR tidak agresif menggalak dan melaksanakan langkah-langkah yang dapat mengelakkan kejadian malang sekali gus mengurangkan kecederaan dan maut di kalangan penunggang motosikal?

Cara itu juga akan mengelakkan beban kos serta kesulitan golongan masyarakat yang tidak berkemampuan.

Kenyataan pihak JKJR bahawa peraturan itu tidak akan dikuatkuasakan ke atas penumpang keempat kerusi belakang juga menunjukkan ia masih tidak sesuai dilaksanakan sepenuhnya atas pertimbangan sosioekonomi.

Perangkaan menunjukkan lebih 70 peratus mangsa kemalangan jalan raya adalah penunggang dan pembonceng motosikal.

Kementerian Kerja Raya mengakui fakta itu dan telah mengesyorkan laluan-laluan motosikal di jalan-jalan utama yang menjadi tumpuan penunggang motosikal diperbaiki sebagai langkah mengurangkan kecederaan parah dan maut.

Lebuh raya Persekutuan dilarang sama sekali digunakan oleh penunggang motosikal kerana terdapat laluan motosikal.

Bagaimanapun akhir-akhir ini banyak pihak menceroboh melakukan kerja-kerja pembangunan dan penyelenggaraan yang memaksa penunggang motosikal menggunakan laluan lebuh raya.

Dalam keadaan ini, ramai penunggang motosikal memasuki laluan lebuh raya sehingga mengganggu kelancaran lalu lintas serta mendedahkan mereka kepada risiko kemalangan.

Pengamatan mendapati rata-rata pihak berkuasa bertanggungjawab dengan kerja-kerja pembangunan ataupun penyelenggaraan yang melibatkan laluan motosikal

Walaupun banyak kempen dan saranan menggalakkan budaya keselamatan tetapi amalan dan perlaksanaan kerja pihak berkuasa tidak mempamerkan pematuhan asas keselamatan kepada pengguna umum.

Piawaian keselamatan sejagat dapat dicapai melalui kerjasama dan penyelarasan bersungguh- sungguh antara agensi yang menerapkan keperluan piawaian keselamatan semasa menawarkan kontrak-kontrak melibatkan laluan-laluan dan kemudahan awam.

Di samping itu, laluan terowong motosikal mestilah sentiasa diselenggarakan dengan baik supaya tidak dilanda banjir semasa hujan.

Penambahbaikan dan pengurusan berterusan laluan-laluan motosikal dapat menyelamatkan lebih ramai orang awam daripada kemalangan

MUHAMMAD SHA'ANI ABDULLAH
Setiausaha Agung FOMCA

Housing woes top consumer complaints list

2008-12-17T03:42:00.000-08:00

Housing woes top consumer complaints list
Fauwaz Abdul Aziz | Dec 17, 08 6:41pm

Housing developers topped the list of consumer complaints last year, making up 2,076 (8.3 percent) of the total 24,873 complaints lodged with the National Complaints Center (NCCC) in 2007.
MCPX

Among the issues that most often cropped up were poor workmanship, late delivery, abandoned housing projects and the issue of booking fees.

perpaduan heights abandoned housing project kuala pilah 291008Presenting these figures today, NCCC director Muhd Sha’ani Abdullah said the centre and the Federation of Malaysian Consumers Associations (Fomca) had since 2004 called on the government to implement the ‘build-and-sell’ concept which would solve the above problems.

He said the implementation of the '10-90' concept (where the house buyer pays a 10 percent down-payment and the rest only upon completion of the house), and other improvements to the house-purchasing system could have saved thousands of consumers millions of ringgit and frustration.

“We are actually promoting abuse... The system promotes abuse,” he told a press conference today after presenting the report at the National Institute of Public Administration in Kuala Lumpur.

Sha’ani said complaints against direct selling agents took second place (1,933 - 7.7 percent), including claims that it is mostly ‘vulnerable’ (elderly, low-income, less educated) consumers who are targeted, that there is often a lack of information pertaining to the products sold and the lack of ‘exit’ provisions after the sale.

Complaints against private colleges

Coming in at a close third (1,856-7.4 percent) were complaints filed against institutions of private education, he added.

Instances of such complaints include those filed against colleges who apply to the National Higher Education Fund Corporation 'on behalf' of their students without their knowledge, unaccredited programmes, misleading advertisements and promotions and inadequate facilities and premises.

Sha'ani also revealed that of those who lodged the complaints with NCCC - by telephone, e-mails, letters, 'walk-ins' and through NCCC’s website - 67 percent (16,612) were Malays, 23 percent (5,686) were Chinese, and nine percent (2,354) were Indians. The remaining 0.9 percent were either locals of other ethnic groups or foreigners.

Sha'ani said 82.1 percent (20,477) of complaints were handled by NCCC, while the rest were channeled to the Tribunal for Consumer Claims, the Financial Mediation Bureau and other public sector bodies.

mohamad sidek hassan chief secretary of governmentOfficiating the launch of the NCCC report was chief secretary to the government Mohd Sidek Hassan, who revealed that the complaints lodged with NCCC signified a 36 percent jump from the previous year.

“I believe that the increase is a result of the higher number of consumers in the country as well as an increased awareness (of their rights). Another factor is the probability that NCCC is more well-known among consumers,” he said.

Sidek also called for groups to hold more awareness programmes to disseminate information on consumer rights, especially among schoolchildren, youth and women in the rural areas.

He also urged civil servants to accept complaints positively as a chance to improve.

“A complaint is a gift, and must be dealt with it. We must be oblivious to who is the complainant, and deal with the complaint immediately,” he said.

Consumers need to be more informed

Fomca president N Marimuthu said NCCC had succeeded in settling 82 percent of the problems brought to it in 2007, an improvement of eight percent from 2006.

n marimuthu 260804While agreeing that consumers need to be more informed and assertive of their rights, Marimuthu said businesses and traders also need to be told of the limits to the ‘disclaimer’ clause that they so often resort to - such as stipulating goods and deposits that are ‘non-returnable’ and parking lots with warnings that car owners park at their own risk.

He pointed out that the Housing Developers Act 1966 stipulates that not more than one percent of a house’s total price can be taken by property agents should a sale and purchase agreement fail to pull through.

Most property agents currently impose between two percent to five percent of a house price on house buyers.

These statements are not meant to offend or slight any parties but to “inform you all where the groups should improve and what the rakyat wants,” said Marimuthu.

消協促旅遊展管理層取消3令吉入門票

2008-12-06T07:11:00.000-08:00

更新: December 6, 2008 22:25

消協促旅遊展管理層取消3令吉入門票

（吉隆坡3日訊）大馬消費人聯合會及大馬商業道德機構促請馬來西亞國際旅遊展管理層，取消收取每人3令吉入門票的收費。

他們認為，本月5日至7日在吉隆坡世界貿易中心舉行的馬來西亞國際旅遊展，收取3令吉入門票，並不合理。

大馬商業道德機構主席再納阿比丁說，這是項促銷旅遊配套的展覽，參觀者會在展覽上消費，不是提供資訊令參觀者受惠的活動。

他舉例，早前舉行的PIKOM電腦嘉年華，並沒有收費入場，而且參展商還提供各種紀念品，贈送給參觀者。

他今日在大馬消費人聯合會召開“不公平的馬來西亞國際旅遊展”記者會，這么指出。

在場者包括大馬消費人聯合會總秘書莫哈末沙尼、執行主任莫哈末尤索夫及全國消費人投訴中心執行人員耶索達。

再納阿比丁說，他已針對有關要求，聯絡馬來西亞國際旅遊展負責人，但對方則表明不會有任何更動，因為一切已準備就緒。

另外，耶索達指出，去年，該中心共接獲1107宗投訴旅行社的投訴，單在今年首7個月也接獲600宗投訴。

他們在會上列出5間面對重複投訴的旅行社，包括轟動一時的Excellence Holiday。

欲投訴或查詢被投訴旅行社名單者，可瀏覽www.fomca.org.my或www.nccc.org.my。

Government makes RM16mil a day from fuel windfall

2008-12-06T06:40:00.000-08:00

Saturday December 6, 2008

Government makes RM16mil a day from fuel windfall

By IZWAN IDRIS and LESTER KONG

KUALA LUMPUR: The Government is set to get windfall gains of up to RM16mil per day based on yesterday’s crude oil price of US$44 (RM158.40) per barrel and a consumption estimate of 27.5 million litres per day .

This windfall comes about because the pump prices of fuel have not been reduced enough to reflect the lower crude prices, oil analysts said.

This has prompted the Federation of Malaysian Consumer Associations (Fomca) to request the Government to reveal how it plans to spend the windfall revenue.

Its secretary-general Muhd Sha’ani Abdullah urged the Government to invest the money in public transportation for the benefit of everyone.

The crude oil price in New York fell to a four-year low at below US$44 per barrel yesterday, dragged down by demand worries amid the worsening outlook of the global economy.

At this level, the market price for RON 97 grade petrol should be about RM1.30 per litre, which is 60 sen lower than the RM1.90 per litre Malaysians are currently paying, the analysts said.

Based on a consumption estimate of 27.5 million litres per day, this translates to roughly around RM16.5mil in extra revenue a day for the Government.

It is believed that revenue collected by the Government from RON 97 sales at local pumps ranged from a low of RM100,000 to as high as RM20mil a day since mid-October.

This takes into account international oil price movements, as well as the four price cuts at local pumps over the period. Crude oil prices had slumped 19% this week alone, and was more than US$100 (RM360) down from at its July peak of US$147 (RM529.20) per barrel.

In all, total revenue for the Government from the sale of RON 97 over the past two months would probably be around RM500mil, the analysts, who declined to be named, said. This, however, excludes duty paid by pump operators for sales of RON 92 and diesel.

RON 97 is the most popular petrol grade among Malaysian drivers, accounting for about 80% of total fuel sales at local pumps.

But while the Government gets extra revenue from fuel sales, as opposed to having to subsidise before, falling crude oil prices also means less profits for Petronas, the national oil corporation.

Income from Petronas, in terms of petroleum tax and dividends, accounted for about 40% of the latest national budget. Latest results showed Petronas made a net profit of RM42.7bil in its fiscal first half ended Sept 30.

This was 46% higher compared to same period last year. It would be tough to match that level of profitability during the current six-month period ending March 31, 2009.

Sha’ani said while Fomca and consumers were agreeable that petrol sales results in more revenue for the Government, they should be told how their money is spent.

He said the profits from petrol must be channelled in such ways to further reduce the burden of consumers and help them cope with the cost of living especially in the current financial downturn.

He added that the fuel pump price should not be lowered further as it would only encourage more private vehicles on the roads and fewer people would take public transportation.

He said the Government must make it a priority to greatly improve public transportation and educate the public to use it as their main mode of transportation.

“People need time to change their transportation arrangements,” he said.

On Nov 25, Domestic Trade and Consumer Affairs Minister Datuk Shahrir Abdul Samad was asked if the situation now was akin to consumers subsiding the Government.

He replied: ‘’The Government collects taxes. It is government revenue. When the price is high, the Government gives subsidy.’’

On Wednesday, he said, consumers would know next week if the Government will implement a floor price mechanism for petrol and diesel.

He said consumers should also brace for the decision of having a managed flotation mechanism for oil prices based on market rates.

Shahrir said many aspects had to be looked into before finalising the issue, including generating revenue for the Government and providing stronger purchasing power to consumers.

Fomca, don’t make life harder for us

2008-11-27T19:36:00.000-08:00

OPINION

Thursday November 27, 2008

Fomca, don’t make life harder for us

I RECENTLY read about Fomca’s proposal that the floor price of petrol be set at RM3 per litre. Apparently, this is to encourage prudent use of petrol, promote the use of public transport and push for development of alternative energy.

Does Fomca think that Malaysians don’t want to take public transport? Are Malaysians really that rich that they would prefer to spend hundreds of ringgit on petrol than to save money by taking public transport? Of course not.

If I had a chance, I would take public transport too. The problem with the Malaysian public transport system is that it is so inefficient.

This is a fact that has been acknowledged by even our Prime Minister when he had to put up with the late arrival of the KTM Komuter on that one day that he took public transport.

What about the people who have to take it every day? Guess how tired they are, having worked for an entire day and than having to wait for ages just to get home and rest?

With regard to Fomca’s push for the development of alternative energy, does it think this development is carried out by the consumers who are paying for petrol? Is that why it believes that by increasing the petrol prices, there will be development in alternative energy?

I am an accountant and I have no control over whether anyone manages to come up with a viable solution for alternative energy. So basically, I will just be paying a fortune for petrol while waiting for this development.

From what I understand, Fomca is supposed to protect consumers. It seems it is now trying to dictate how people live their lives by coming up with what it thinks are the best practices for people to follow.

It is better to take public transport, to find alternative energy to take the place of petrol. Yes, this is true, but unless Fomca wants to personally go and improve the public transport or even guarantee its efficiency or be the leading party in the development of alternative energy, please do not make life more difficult for people than it already is.

I’ve been taking the KTM for 11 years and can count on one hand the number of times that the train has been on time.

Do your job and protect consumers. Stop making life harder for us. The global economic crisis has already taken care of that.

MELISSA,

Shah Alam.

Pengguna perihatin

CI : November 2009 FOMCA

November 2009

The NCCC

Getting started

Before the NCCC

Funding

Publicising the NCCC to consumers

Public discussion

Companies learn their responsibilities

Consumers learn their rights

The most common complaints

A real case

Dealing with businesses

Even government agencies need pushing

Causing trouble pays off

Advice

Read more...

CI Newletter - November 2009

Featured member highlight

Medicines

Consume less

Junk Food Generation

Energy Efficiency

Read the feature

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Groups call for buyouts, new highway deals

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Persatuan mahu harga barang keperluan kekal

Toll at PJS2 plaza abolished

Banks lower interest rates and penalty for late payment

Don't be fooled by disclaimers

Electricity tariff down by 2.5%

Help consumers with easy loans, banks told

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Pengguna semakin sedar

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More Consumers 'Flexing' Their Muscles

Cash Vouchers For Low Income Group Suggested

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Sunday January 18, 2009

大马消协联合会告诫公众　慎用签账卡免失积蓄

刮刮樂戶頭交易銀行沒權力限制

Published: Tuesday January 6, 2009 MYT 4:32:00 PM
Updated: Tuesday January 6, 2009 MYT 6:27:36 PM