在任何以消费者为对象的商业经营环境中（例如零售业、酒店业或餐饮业），顾客与经营者之间的接触点，无论是在柜台、服务过程中或送餐时，往往左右整体消费体验。顾客自然期望获得令人满意的服务、合格的产品及公平的对待。如对相关事项感到不满，顾客有权提出质疑、要求澄清，或通过正规渠道提出正式投诉。本文旨在探讨消费者在维护其权利时可采取的正当行为，以及企业在交易出现问题时可采取的应对措施。
In any business operating in a customer-facing setting (such as retail, hospitality or food and beverage), the point of contact between customer and operator, whether at the counter, during service, or upon delivery, can often make or break the customer experience. Customers naturally expect satisfactory service, quality products, and fair treatment. Where they are dissatisfied, they have the right to raise concerns, request clarifications, or lodge formal complaints through proper channels. This article looks into both sides of the coin where it examines what the customer can do in protecting their rights and what businesses can do in the event a transaction goes awry.
Globally, eCommerce fraud is escalating, and Malaysia is no exception. In 2024 alone the Royal Malaysia Police logged 35,368 cybercrime cases tied to online scams, and in just the first three months of 2025 we’re already at 12,110 cases with losses totalling RM 573.7 million. Legal protections such as the Contracts Act 1950, Consumer Protection Act 1999 and the Penal Code attempt to cover the issue, but as of today, there’s no single, dedicated act governing eCommerce fraud. Meanwhile, Singapore and Australia have taken steps to curb scams with the Singaporean Technical Reference 76 and the Australian Scam Prevention Framework.
A case study on the Federal Court case of Lim Swee Choo & Chiam Eng Huat @ Chiam Eng Hong v Ong Koh Hou and another appeal.
The Electricity Supply (Amendment) Bill 2025 was passed at the Dewan Rakyat on 30 July 2025. It was subsequently passed by the Dewan Negara on 9 September 2025. The Bill contains several key insertions and amendments which in essence provides for the importation and exportation of electricity as well as the introduction of ‘green attributes’.
eCommerce in Malaysia is primarily given legal recognition by the Electronic Commerce Act 2006 (‘ECA 2006’). The ECA 2006 facilitates electronic transactions by recognising the legal validity of electronic messages, documents, and contracts. It broadly covers ‘commercial transactions’ conducted via electronic means, encompassing the supply or exchange of goods or services.
While Malaysian law does not explicitly mention the ‘Metaverse’, many of its activities share the same fundamental characteristics as eCommerce.
The Review of eCommerce Legislation Final Report (Laporan Akhir Kajian Semakan Semula Perundangan eDagang) (‘the report’) represents a major national effort to modernise, refresh and renew the legal and regulatory framework for online commerce in Malaysia. Led by the Ministry of Domestic Trade and Cost of Living (‘KPDN’) with input from over 90 stakeholders, the report provides a comprehensive evaluation of existing eCommerce laws, identifies key enforcement and consumer protection gaps, and sets out a structured plan for reform. Richard Wee Chambers (a member of Grandall Law Firm) are the legal advisors in this Review of eCommerce Legislation.
In the digital era, the appeal of e-commerce is undeniable, browse at home, checkout in seconds, enjoy doorstep delivery. Yet this convenience masks a growing underside of risk for consumers. With smartphones, high-speed connectivity and platforms offering deep discounts, many of us have embraced online shopping as the go-to. The advantages include speed, access to global and local products, continuous promotions and variety.
Online shopping often brings many benefits, that is until issues arise.
On 26 October 2025, an Agreement Between the United States and Malaysia on Reciprocal Trade was entered into. The Trade Agreement is aimed at establishing a clear and predictable framework for reciprocal trade. The Trade Agreement establishes a comprehensive framework aimed at enhancing bilateral economic ties, strengthening supply chain resilience, and aligning both countries’ trade and national-security interests. It is composed of seven key sections and multiple operative articles, each setting specific reciprocal commitments
美利坚合众国政府（’美国’）与马来西亚政府已就一项《互惠贸易协议》（’协议’）达成共识，旨在加强双方的双边经济关系，并为两国出口商提供前所未有的市场准入机会。