Regional Workshop on Community-based ICT Integration

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


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.


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.


About NCCCAbout NCCC

• Primary function :

•Complaints Handling : Assistance

•Consumer Advice : Information

•Consumer Empowerment : Knowledge


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


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


http://www.nccc.org.my/

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.


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.


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.


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.


AchievementsAchievements

2007

Walk-in6%

Letters / Fax18%

Phone calls24%Email

12%

E-Complaint40%


2006

Walk-in, 14%

Letters / Fax, 22%

Phone calls, 39%

Email, 15%

E-Complaint,

10% Walk-in

Letters / Fax

Phone calls

Email

E-Complaint

Channels Used for Lodging Complaints with NCCC


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.


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.


THANK YOUTHANK YOU


Documents

Regional Workshop on Community-based ICT Integration