This report extensively covers all types of complaints received across 22 different sectors resulting from consumer’s purchase of goods and/or services. The total complaints have increased by 1.2% as compared to last year’s total.
Complaints related to the Telecommunications Sector topped the category of consumer complaints having recorded 5,985 out of all complaints received by the NCCC for the year 2012. In terms monetary value, complaints related to the Automobile sector topped the charts, raking in a staggering RM 9,554,831.80 out of all complaints.
TELECOMMUNICATIONS tops it all while Increase in Car users rakes in highest value in complaints received!
Almost each and every one of us today uses a mobile phone, not only to communicate but some worship this said gadget so much they can’t leave home without it. The price of mobile phones and the variety available in the local market makes it so easy and persuasive to obtain one. The features on a mobile phone today have taken the telecommunication technology to a whole new level. Service providers in the local market realizing this, would have to compete with one another to ensure they sustain market share or better still expand to maximize profit. However, despite the competition, consumers seem to be getting a raw deal in terms of service performance and service quality. The Regulator needs to seriously look at the issues and complaints and undertake more effective regulatory measures to protect the consumers.
In 2012, the Telecommunications sector recorded the most number of complaints received by the NCCC some of which involved hidden charges, unsolicited sms’es, being charged for miss calls, and very frequent dropped calls i.e. service interruption.
Moving on, the automobile industry in Malaysia has always witnessed an increase in market share, regardless of the economic situation. This has led to more Malaysians owning a car. With local car manufacturers dominating the market today, it is no surprise but rather disappointing that most complaints received by the NCCC were made in relation to local car manufacturers.
Most Malaysians belong to the lower or middle income society and hence owning a foreign made car would not make sense and will be impractical given the tax imposed on foreign/imported cars. As such, they opt for a locally made car with no options available for. However, the complaints pattern indicates that local car manufacturers are not sensitive towards consumer satisfaction. Complaints were most of the time ignored or not settled in a way judicious to the consumers.
With no specific regulating body for automobile manufacturers/industry, we urge local carmakers to conduct a more in-depth study on the usability and sustainability of car accessories, spare parts, be it for first or second hand cars. Additionally, the NCCC is also of the view a set of a complaints unit to cater specifically for customer grievances is a must due to the local car manufacturers market share in Malaysia.
Continual profiting with no proper after-market service and safety standards for locally made car users is seen to be disrespectful to the Malaysian Consumers at large.
During the “National Seminar on Complaints Handling 2012” on 27th of August 2013 at Cititel Mid Valley Kuala Lumpur, NCCC will be releasing the 2012 Annual Report under 22 categories of complaints. It also provides the necessary recommendation and suggestions to consumers and authorities to prevent the recurrence as well as awareness the consumers.
The report launch will proceed with the presentation of the findings as to the need to enhance legislative measures as well as proposals to the trade groups to create positive collaborations to educate the SMEs as well as to proactively create sectored contacts to manage consumer complaints as part of the national seminar.
With the release of the NCCC 2012 Annual Report, it is the NCCC’s hope that all manufacturers of goods and service providers will take note of the recommendation and suggestion in the spirit of, a complaint is a gift if utilized the right way to capitalize on market retention and expansion.
Datuk Dr. Marimuthu Nadason
Chairman, NCCC
The NCCC Annual Report 2012
The 2012 NCCC Annual Report represents the seventh year of analysis and review of all consumer complaints received by NCCC classified under 22 separate categories.
A total of 41,963 COMPLAINTS were received in 2012 whereby the NCCC received an increase of 127% as compared to the year 2006. This increase is an indicative parameter of the increase in the Malaysian consumers’ confidence in the NCCC.
The highest complaints focused on the Telecommunications sector with the NCCC recording a total of 5,985 complaints. This makes up 14.3% out of the total complaints received by the NCCC of 22 different sectors for the year 2012.
The second highest complaint was with General Consumer Products with the NCCC receiving a total of 5,764 complaints that made up 13.7% out of the total complaints for 2012.
Coming in third with 5,568 complaints, consumers are dissatisfied with utility service providers i.e. water and electricity. This needs immediate attention as both water and electricity are basic needs for consumers.
NCCC received 5,555 complaints against the banking industry. A vast majority of complaints were made in relation to the services provided by local banks. Unethical practices and harsh measures against consumers were highlights of the complaints. International banks seem to be practicing a more consumer friendly/orientated business ethics.
Although coming in 5th in the number of complaints received, with a monetary value of staggering RM 9,554,831.80, the automobile industry topped the total of value attached to complaints received under a specific sector. This industry, in the NCCC’s opinion needs serious and immediate attention more so towards local car manufactures business practices.
Purpose of the NCCC Report
The purpose of the 2012 report is to provide feedback to all relevant parties on complaints received from consumers regarding their grievances and dissatisfaction with goods and services purchased. It represents firstly, feedback to the business community on the complaints received against them and their responsibilities to improve the quality and performance of their goods delivered and services rendered to consumers at large. Secondly, the business community should fully comply with all laws and regulations that govern business activities and thirdly, they should meet consumers’ expectations by carrying out trade in a fair and ethical manner.
In these times of economic uncertainties, it is important for business organizations to remain relevant in the business environment in order to succeed. Apart from branding and re-branding exercises, they also should strive to retain the loyalty of their existing consumers while attempting to attract new consumers to their products and services. One way is to improve the quality and performance of goods and services provided to consumers.
These days, consumers are more sophisticated and savvy. Increasingly, they demand manufacturers and the business community as a whole, to take into consideration the interests of consumers, adopt fair and ethical trade practices, and implement ‘green’ production technologies which are environmentally sustainable. In other words, they have to place high importance to sustainable production techniques and adopt proper waste disposal methods to reduce detrimental effects on the environment.
As value based consumer consumption increases the demand for goods and services, industry and the business community should engage positively with consumers and the consumer movement. This is by understanding consumer grievances and identifying deficiencies in their goods, services and delivery systems. This is where the NCCC Report should be a valuable reference point.
About The National Consumer Complaints Centre
The National Consumer Complaints Centre (NCCC) was established by the Education and Research Association for Consumers Malaysia (ERA Consumer Malaysia) and The Selangor and Wilayah Persekutuan Consumer Association with the cooperation of the Ministry of Domestic Trade and Consumer Affairs. The NCCC was officially launched by the Minister of Domestic Trade and Consumer Affairs, in July 2004. It has since been incorporated as an independent non-profit organisation on 17th September 2008.
For further information, contact
Mr. Santhosh / Ms Husna
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Tel: 012- 3322761 / 017-8847008
National Consumer Complaints Centre (NCCC)
No. 1D, Bangunan SKPPK,
Jalan SS9A/17, Sungei Way
47300 Petaling Jaya
Selangor Malaysia
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Telephone: +603 7877 9000/ 7874 8096
Fax: +603 7874 8097
URL: http://www.nccc.org.my