1. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila E-Complaint National Consumer Complaints Centre (NCCC) Regional Workshop on Community- based ICT Integration Liew Siew Hui ERA Consumer Malaysia

2. About ERA Consumer Malaysia A voluntary, non-profit and non-political civil society organisation. Seeks to facilitate the establishment of self- reliant, empowered community- based organisations and grassroots communities. ERA’s initiatives: –Consumer education and awareness programmes –Community Centres for vulnerable communities –Human Rights Training Programmes –Consumer Resource Centre (Library) –Consumer Complaints Handling under NCCC Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

3. Problems Pertaining Consumer Complaints Handling in Malaysia Consumer complaints and counselling has been a severely neglected area in Malaysia. Many consumers especially those in the rural areas have no one to turn to for advice and counselling when faced with problems connected with their purchase of goods and services. An urgent need for an effective complaints handling mechanism. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

4. The Establishment of National Consumer Complaints Centre (NCCC) The challenge of establishing such a centre was taken up by the ERA Consumer Malaysia and the Selangor and Wilayah Persekuatuan Consumers Association. The National Consumer Complaints Centre (NCCC) was launched in July 2004 with the financial support provided by the Ministry of Domestic Trade and Consumer Affairs Malaysia and ERA Consumer Malaysia. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

5. About NCCC Primary function : Complaints Handling: Assistance Consumer Advice: Information Consumer Empowerment: Knowledge Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

6. Channels for Lodging Complaints with NCCC Walk-in Letters / Facsimile Phone Calls Email (nccc@nccc.org.my) E-complaint (E-aduan) @ www.nccc.org.my Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

7. Complaint Handling Process RECEIVE COMPLAINT COMPLAINT RECORDED, CASE NUMBER ALLOCATED AND FILE OPENED COMPLAINT FORWARDED TO RESPONDENT FOR RESOLUTION WITHIN 2 DAYS WITH COPIES EXTENDED TO RELEVANT AGENCIES DATA ENTRY, CLASSIFICATION AND FILING IF REPLY AND RESOLUTION RECEIVED ADVISE COMPLAINANT/ CLOSE CASE IF NO REPLY FOLLOW UP WITH 1 ST REMINDER TO RESPONDENT WITHIN 14 DAYS IF REPLY AND RESOLUTION RECEIVED ADVISE COMPLAINANT/CLOSE CASE IF NO REPLY FOLLOW UP WITH 2 ND REMINDER WITHIN 14 DAYS IF STILL NO REPLY REFER COMPLAINANT TO RELEVANT AUTHORITY CASE CLOSED

8. NCCC’s ICT Initiatives in Empowering Consumers from Rural Areas Consumer based website (www.nccc.org.my) and web-based E- complaintwww.nccc.org.my Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

12. How Do We Promote The NCCC Website And The E-complaint Facility? ERA Community Centres –The centre personnels will guide the local communities to lodge complaints through E- complaint. During workshop or programmes carried out by ERA Consumer, NCCC & FOMCA. Working closely with the Ministry’s enforcement agencies. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

13. Focus of NCCC Website The NCCC website focuses on: –Consumer Protection –Consumer Education –Consumer Awareness The website is updated regularly in order to highlight all latest consumers issues happening throughout Malaysia. It also contains sample of consumer complaints and redress mechanisms. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

14. Why E- complaint? It is the most cost and time effective way for consumers to refer their grievances to NCCC. –Save resources (postage, papers, etc) –Matters resolve faster It improves the socioeconomic well-being of the community –Consumers are well informed of their rights from the information on NCCC website. They are able to make comparison on what benefits them most. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

15. Effects of E-complaint NCCC  Assist NCCC to advocate policy changes on particular issues from the complaints received nationwide.  Facilitate information sharing and knowledge creation Consumers  Consumers in rural areas are more aware of their rights in filing complaints against dissatisfactory goods and services purchased.  More confident to lodge complaints against unethical traders with NCCC as problems resolved faster. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

16. Achievements Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila Channels Used for Lodging Complaints with NCCC

17. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila (Jan-Sept)

18. NCCC in Media

22. They force you to apply (if you don’t) They just issue you 1

23. Challenges Awareness of E-complaint facilities is still low. ICT usage among consumers in rural areas is still lacking. Cybercafe / internet centre in rural areas is insufficient. Hackers’ attacks on NCCC website. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

24. Way Forward Conduct more joint education initiatives with the Ministry’s enforcement department in the ministry. Partnership with TELCOs to provide more internet access to rural community. Invest in web security. Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila

25. THANK YOU Regional Workshop on Community-based ICT Integration 13-14 March 2008, Manila