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
Jan 15, 2016
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
E-ComplaintNational Consumer Complaints
Centre (NCCC)
Regional Workshop on Community-based ICT
Integration
Liew Siew HuiERA Consumer Malaysia
About ERA Consumer MalaysiaAbout 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 Integration13-14 March 2008, Manila
Problems Pertaining Consumer Problems Pertaining Consumer Complaints Handling in MalaysiaComplaints 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 Integration13-14 March 2008, Manila
The Establishment of National The Establishment of National Consumer Complaints Centre Consumer Complaints Centre
(NCCC)(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 Integration13-14 March 2008, Manila
About NCCCAbout NCCC
• Primary function :
•Complaints Handling : Assistance
•Consumer Advice : Information
•Consumer Empowerment : Knowledge
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
Channels for Lodging Complaints Channels for Lodging Complaints with NCCCwith NCCC
• Walk-in• Letters / Facsimile• Phone Calls• Email ([email protected]) • E-complaint (E-aduan) @
www.nccc.org.my
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
Complaint Handling ProcessComplaint Handling ProcessRECEIVE 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 RECEIVEDADVISE COMPLAINANT/
CLOSE CASE
IF NO REPLY FOLLOW UP WITH 1ST REMINDER TO RESPONDENT WITHIN
14 DAYS
IF REPLY AND RESOLUTION
RECEIVED ADVISE COMPLAINANT/CLOSE
CASE
IF NO REPLY FOLLOW UP WITH
2ND REMINDER WITHIN 14 DAYS
IF STILL NO REPLY REFER COMPLAINANT TO RELEVANT
AUTHORITY
CASE CLOSED
NCCC’s ICT Initiatives in NCCC’s ICT Initiatives in Empowering Consumers from Empowering Consumers from
Rural AreasRural Areas
Consumer based website (www.nccc.org.my) and web-based
E-complaint
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
How Do We Promote The NCCC How Do We Promote The NCCC Website And The E-complaint Website And The E-complaint
Facility?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 Integration13-14 March 2008, Manila
Focus of NCCC WebsiteFocus 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 Integration13-14 March 2008, Manila
Why E- complaint?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 Integration13-14 March 2008, Manila
Effects of E-complaintEffects 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 Integration13-14 March 2008, Manila
AchievementsAchievements
2007
Walk-in6%
Letters / Fax18%
Phone calls24%Email
12%
E-Complaint40%
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
2006
Walk-in, 14%
Letters / Fax, 22%
Phone calls, 39%
Email, 15%
E-Complaint,
10% Walk-in
Letters / Fax
Phone calls
E-Complaint
Channels Used for Lodging Complaints with NCCC
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila
Total Complaints Lodged with NCCC (by Areas)
2006
2006 2006
2007
2007 2007
02000400060008000
10000120001400016000
Urban Suburban Rural
2006
2007(Jan-Sept)
NCCC in MediaNCCC in Media
They force you to apply (if you don’t) They just issue you 1
ChallengesChallenges
• 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 Integration13-14 March 2008, Manila
Way ForwardWay 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 Integration13-14 March 2008, Manila
THANK YOUTHANK YOU
Regional Workshop on Community-based ICT Integration13-14 March 2008, Manila