How to Get Help from KPDNHEP for Claims or Complaints

In this incident earlier this year, a Reddit user shared about how he struggled to get a refund of RM6k from Shopee for his purchase of a laptop before enlisting the help of Ministry of Domestic Trade and Cost of Living Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna (KPDNHEP). If you face any issues while making purchases, you can also submit complaints to the ministry. This also includes cases where sellers sell goods at unreasonably high prices. Complaints which are not within their jurisdiction will be channelled to the relevant agencies for further action.

According to minister Datuk Seri Salahuddin Ayub, his ministry will take immediate action once they receive a complaint and resolve the matter within 14 days. In the event that certain sellers may refuse to entertain your complaints, he said, “As a Minister, I’m willing to engage with the operators. Come to me, come to us (the ministry).”

Here are some of the other things you can report on as a consumer:

• Ridiculous or unreasonable prices of goods

• Confusing price information

• No price tags

• No receipt was given upon purchase

• Elements of fraud in the seller’s weights or measurements.

How to Submit Your Complaint

If you’ve faced any of the issues above, submit your complaint through Whatsapp at 0198488000 or 0192794317 with the following information. For the relevant areas below, you can also snap an image of the original hard copy:

Personal information

• Full name

• I.C. number

• Mailing address

• Contact number

• Email address (optional)

Information about the purchase/service

• Name of the premise regarding the complaint

• Address of the premise regarding the complaint (Full address including area

• Proof of purchase (receipt)

• Information about the website provider (for online purchases)

• Information about the type of item/service offered

• Explanation of complaint

• Record of communication (email/Whatsapp/Telegram/WeChat/Facebook Messenger)

• Record of the time and date that the transaction was made

• Proof image (if applicable)

• Information on the courier and tracking number (if applicable)

• If the complaint is about an online purchase, include the name of the bank and the bank account number/FPX transaction number

Other Ways to Submit Your Complaint

If you’d prefer not to use their website, here are some other channels to submit your complaint to. Note that we personally faced problems signing up from the app, which is unfortunately pretty much the norm with other applications from the government.

Follow KPDNHEP’s Facebook page here for more updates.

Image credit: David Dvořáček on Unsplash, Erik Mclean on Unsplash