Consumer rights

The main law

The Consumer Protection Act 1999 (Akta Perlindungan Pengguna 1999, Act 599) protects people who buy goods or services for personal, domestic or household use. It does not generally cover business purchases. The Ministry of Domestic Trade and Cost of Living (KPDN) enforces it. Other laws cover specific areas, such as the Sale of Goods Act 1957, the Hire-Purchase Act 1967, the Price Control and Anti-Profiteering Act 2011, and financial services laws.

Guarantees you get automatically

The Act implies guarantees (gerenti) into consumer sales that the seller cannot contract out of. For goods, these include that:

• the goods are of acceptable quality: fit for their usual purpose, acceptable in appearance and finish, free from minor defects, safe and durable;
• they are fit for any particular purpose you told the seller about;
• they match their description or sample;
• the price is reasonable if none was agreed;
• the seller has the right to sell, and repair facilities and spare parts are reasonably available for a reasonable time.

For services, they must be carried out with reasonable care and skill, be fit for purpose, and be completed within a reasonable time.

If a guarantee is broken, you may be entitled to a repair, replacement or refund, or to reject the goods, depending on how serious the failure is.

Misleading conduct and unfair terms

• False or misleading conduct. Misleading claims about price, quality or origin, bait advertising, and false "sale" prices are prohibited.
• Unfair contract terms. A part added to the Act in 2010 allows courts and the Tribunal to find a contract or term procedurally or substantively unfair, for example hidden terms or terms that are harsh or one-sided, and to refuse to enforce it.

Shopping online

The Consumer Protection (Electronic Trade Transactions) Regulations 2012, in force since 1 July 2013, require online sellers and marketplaces to show:

• the seller's name, business registration number (where applicable), and contact details (email, phone or address);
• a description of the main features of the goods or services;
• the full price, including delivery, taxes and other costs;
• payment methods, terms and conditions, and the estimated delivery time.

Sellers must also let you correct errors before you confirm an order, and must acknowledge receipt of your order. Online purchases also have the same guarantees as purchases in a shop.

Cooling-off period: there is no general right to change your mind for online purchases. However, direct sales (door-to-door, mail order, and some electronic direct-sale contracts) under the Direct Sales and Anti-Pyramid Scheme Act 1993 have a 10 working day cooling-off period, starting the day after the contract is made.

Step 1: complain to the seller

Contact the seller first, in writing if possible. Keep receipts, invoices, chat messages, screenshots, photos of the defect and delivery records. Say clearly what you want (repair, replacement or refund) and give a reasonable deadline.

Step 2: complain to KPDN

KPDN accepts consumer complaints through several channels:

• the e-Aduan portal (eaduan.kpdn.gov.my);
• the Ez ADU mobile app;
• WhatsApp, and the call centre on 1-800-886-800;
• in person at KPDN state and branch offices.

The National Consumer Complaints Centre (NCCC), a non-governmental body, can also help mediate with sellers.

Step 3: Tribunal for Consumer Claims

The Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia, TTPM) is a cheap and quick alternative to court.

• Limit: claims up to RM50,000, raised from RM25,000 in 2019. A larger claim can be heard only if both sides agree in writing.
• Fee: RM5 to file.
• Time: the claim must be brought within 3 years of the cause of action arising.
• How: file online through the e-Tribunal system or at a Tribunal counter, then serve the claim on the seller.
• No lawyers: parties represent themselves.
• Not covered: matters such as land, wills and inheritance, intellectual property, personal injury or death, and matters that belong to other tribunals.
• Awards are binding and enforceable like a Magistrates' Court order. Failing to comply is an offence, punishable by a fine of up to RM10,000, imprisonment of up to 2 years, or both.

See also Tribunals and Small claims.

Coming changes: a "lemon law"

In Budget 2026 the government announced plans to amend the Consumer Protection Act to add "lemon law" rules for seriously defective goods such as new vehicles. As of October 2026 the amendment has not been passed, so it does not yet apply.

When to see a lawyer

For claims above RM50,000, injuries caused by unsafe products, or complicated finance agreements, get legal advice. See Getting legal help.

Laws cited on this page

Listed automatically from the federal Acts named on this page. All laws of Malaysia →

Sources

• Consumer Protection Act 1999 (Act 599) and Electronic Trade Transactions Regulations 2012
• Conventus Law - Practical guide to the Tribunal for Consumer Claims
• Allen & Gledhill - Tribunal limit raised to RM50,000 (2019 amendment)
• TTPM e-Tribunal
• Malay Mail (Mar 2026) - KPDN complaint channels
• Wikipedia - Direct Sales and Anti-Pyramid Scheme Act 1993 (cooling-off definition)
• RinggitPlus - Budget 2026 lemon law announcement
• National Consumer Complaints Centre (NCCC)

Related

Tribunals and alternatives to courtSmall claims (RM5,000 and below)How a civil case runsEnforcing a judgmentRenting and buying property