LAST month, Domestic Trade, Cooperatives and Consumerism Minister Datuk Seri Ismail Sabri Yaakob pointed out that 42% of consumers in the country are not aware of their rights and their avenues for redress.

He said they were also not aware that they only need to pay RM5 to open a case with the Consumer Claims Tribunal and that they do not need a lawyer.

That statistic may sound disappointing or worrying, that half the nation do not know what to do when their rights as consumers are violated. But the Federation of Malaysian Consumers Association (Fomca) president Datuk Marimuthu Nadason believes that 58% of awareness actually spells something good for the country.

“Fifty-eight per cent, for a country with 52 years of independence, is very high,” said Marimuthu. “The US took over 200 years, and many other countries took more than 100 years, for people to know their rights.”

Fifty-eight per cent (awareness), for a country with 52 years of independence, is very high,’ says Fomca president Datuk Marimuthu Nadason

He likens the consumer movement to a doctor. “When you have a stomachache, you go see a doctor,” he said. “When you are all right, you don’t need a doctor. It is the same as when people have a complaint, when they buy a product and are cheated, they come and see us. Otherwise they won’t come and see us.”

Marimuthu said Malaysia is one of the leading countries in the Asia Pacific consumer rights movement. He said the other countries that can match us in terms of that are Australia and South Korea. And Fomca is one of the senior members of Consumers International.

“This shows the level of work that has been done here,” said Marimuthu. “Since we were formed in 1973 until now, due to our pressure on the government, we have the Consumer Protection Act, the Consumer Claims Tribunal and Housing Tribunal, and the financial mediation court. We have also formed the National Consumer Complaints Centre which, in 2008, received close to 22,369 complaints. That is a reflection of the level of awareness here. The more people complain, the higher the level of awareness.”

He said if consumers found that their rights had been violated, they should pursue a course of action. Simply boycotting the offending business is not enough.

“Do something,” said Marimuthu. “The consumer movement will not know about your problem until you participate. You can complain through e-mail or fax, or write a letter to us. You can go to our website (www.fomca.org.my) and ask questions there.

“The Internet has helped the consumer movement tremendously. That’s why in another two or three years, we will see a quantum leap in consumer awareness. And I must also salute the traders today. They respond very quickly to complaints.”

That is because bad traders would be put out of business. The competition today is stiffer, said Marimuthu, and people want to be as truthful and honest as they can.

So, what about the other 42% of the nation that do not know their rights?

“They’ve not been affected yet,” Marimuthu explained. “But you also have to look at the international figures, which show that for every person who makes a complaint, there are 26 others who don’t. Those 26 would have the same problem but they will not complain.”

He said today’s pertinent consumer issues involve banking services, access to credit for the poor, data protection, water and energy, obesity and the quality and safety of products. He said the consumer movement has to continue its work and do more for future generations.

“In the new century, the illiterate are not those who cannot read or write,” said Marimuthu. “They are people who do not want to learn, re-learn and unlearn. Today, information is there and you just have to surf and search for it. Today, information technology has changed the world.”