I had file a complaint in National Consumer Complaints Center (NCCC) lately for the unfair services offer by fitness center in Penang.
NCCC is a non government organization (NGO) , their vision is to develop a independent mechanism for consumer with the ability to solve problems in a fair, simple and efficient mediation system, and their mission is function as intermediaries between the government bodies, private sector and consumers in identifying solutions to any complaints.
I had few experience with NCCC previously, one of it is a complaints toward Digi Telecommunucation, after I file a consumer complaints online in NCCC’s website, I never get any respond from NCCC, but I do receive call from DiGi within a month, a special department which handle feedback from NCCC call me to resolve the issue. A credit to DiGi here because they handle customer complaints effectively.
Lately, I had file a complaint in NCCC’s website on Absolute Fitness regarding their unfair services. As you can see above date, approximate 3 week after I make complaints, I receive a carbon copy letter from NCCC to Absolute Fitness. Unfortunately, they do not do a respond before the stated date.
I contact NCCC and ask for the next action, they mention if the respondent do not make respond, mean they actually commit it, what the complainant complaints is the right issue. They will advice consumer to file higher level complaints at Tribunal Consumer Claims, I will write more about Tribunal Consumer Claims proccess shortly after I go through the whole process of the complaints.
For National Consumer Complaints Center, they do offer 3 level of process to the consumer:
1st, they receive complaints from complainant, they will record the complaints, ensure with strong evidents such as IC, company name, and address, after that they will analyst the issue.
2nd. NCCC will direct consumer to the relevant authority, or directly to the claim on behalf of the complainant to the respondent, NCCC will write a letters of complaint to the demands or to negotiate to resolve the complaint is made.
3rd, NCCC will receive respond from respondent, and direct it to the complainant and advice further action to be taken.
As you can see in NCCC’s website, a lot of case study available, from small to medium enterprise, businesses who provide lousy and bad services do receive their penalties and consumer get back their consumer rights. At the same time, also a lot of people who file their complaints and did not get any respond from NCCC. As clarify by NCCC, they lack of resources and some how they will late in process consumer complaints, also if you never receive any letter, mean they contact the respondent directly via phone or related department or by email (Like my DiGi’s complaints which do not get any respond from NCCC)
You can make an e-adual at http://www.nccc.org.my/v2/index.php/e-aduan, remember to provide National Consumer Complaints Center a sufficient information in order for them to process it effectively.