FOMCA welcomes and fully supports the Governmentβs implementation of the National Consumer Policy 2.0 (DPN 2.0) through the Ministry of Domestic Trade and Cost of Living as a critical and forward-looking step in addressing the realities of todayβs digital economy.
The consumer landscape has fundamentally transformed. Where consumers once operated within physical retail environments, they are now engaging within a digital ecosystem driven by online platforms, artificial intelligence (AI), algorithms and borderless global networks. Alongside this shift, the nature of risks has also evolved from basic concerns of price and product quality to more complex challenges such as market manipulation, data exploitation, digital fraud and scams.
In this context, FOMCA views DPN 2.0 as a vital policy that not only acknowledges these changes but provides a more comprehensive framework to protect consumers in the digital era.
A key pillar of the policy is strengthening consumer literacy as the first line of defence. In an increasingly complex environment, consumer protection can no longer rely on reactive measures. Consumers must be equipped to understand their rights as digital users, identify risks of manipulation and fraud, and take appropriate action to safeguard themselves and their assets.
At the same time, DPN 2.0 places strong emphasis on ensuring integrity in the online marketplace. FOMCA supports the Governmentβs efforts to strengthen existing laws towards establishing a more robust framework for the digital market. This includes ensuring transparency of information where product specifications must be clear and not misleading, maintaining price integrity without hidden charges or exploitative dynamic pricing, and upholding consumer fairness through refund processes that are simple, fast and equitable.
FOMCA believes these principles are essential in addressing current issues such as digital scams, cash-on-delivery fraud, and misleading advertisements including the growing use of AI deepfake technology. In many cases, consumers fall victim due to lack of information, imbalance of power with platforms, and gaps in protection mechanisms.
Through the National Consumer Complaints Centre (NCCC), FOMCA continues to receive complaints involving online purchases, non-delivery of goods, refund difficulties, hidden charges, dark patterns, and aggressive sales practices. These trends demonstrate that consumer protection must be strengthened holistically, not only through enforcement but also through prevention and education.
FOMCA also supports the government approach outlined in the policy, which involves collaboration across ministries and strategic partners to reach rural communities, youth and vulnerable groups. Consumer protection must be inclusive and accessible to all.
Furthermore, FOMCA recognises that DPN 2.0 aligns with the Malaysia MADANI agenda, including initiatives such as Jualan Rahmah and Payung Rahmah, particularly in addressing cost-of-living challenges. During periods of economic pressure, consumers are more vulnerable to fraud and exploitation, making consumer protection even more critical.
FOMCA calls on all stakeholders including government agencies, industry players, digital platforms, service providers and the public to work together to ensure that the implementation of DPN 2.0 delivers meaningful impact.
National Consumer Policy 2.0 represents a critical shift from viewing consumers as passive buyers to recognising them as strategic partners in the national economy. Empowered consumers will lead to a fairer, more transparent and ethical marketplace.
DR. SARAVANAN THAMBIRAJAH
Chief Executive Officer
