Written by Fatin Ismail
E-Commerce Accessibility and Inclusivity
As the internet becomes the backbone of global trade and daily living, accessibility in E-Commerce is increasingly recognised as a public good that underpins equitable economic participation. The COVID-19 pandemic reinforced this reality, highlighting how essential digital access is for consumers to obtain goods, services, and redress mechanisms.
In Malaysia, ensuring equal participation in the digital economy means creating an E-Commerce environment where all consumers, including thoss with disabilities, senior citizens, and low-income households, can navigate, transact, and seek redress with ease and confidence.
The Accessibility Gap in Malaysia’s Digital Economy
Whilst Malaysia’s legal framework provides general consumer protection, there remain notable gaps when it comes to accessibility in online transactions.
The Persons with Disabilities Act 2008 lays the foundation for access to information and services but does not address the unique challenges of E-Commerce, such as website navigation or online payments. Similarly, the Consumer Protection Act 1999 and the Consumer Protection (Electronic Trade Transactions) Regulations 2024 focus on transparency and information disclosure but fall short of mandating accessibility requirements for vulnerable consumer groups.
At the enforcement level, the Tribunal for Consumer Claims offers a cost-effective and accessible mechanism for redress. Yet, awareness of its services, particularly among those vulnerable consumer groups, remains limited. Barriers such as inadequate information in accessible formats, the lack of sign language interpreters, and inconsistent digital infrastructure further restrict access to justice.
These challenges are especially apparent in regions with weaker connectivity where digital inclusion and awareness of consumer rights lag behind.
Bridging the Gap: Digital Accessibility Standards
To build an inclusive digital marketplace, Malaysia can draw from international standards and best practices. The European Accessibility Act, for example, mandates that digital platforms and services, including E-Commerce websites, mobile apps, and digital customer support, be designed with accessibility in mind.
The EAA is guided by the Web Content Accessibility Guidelines (WCAG), which set out four key principles: making content Perceivable, Operable, Understandable, and Robust (POUR). This includes:
- Compatibility with screen readers and assistive technologies;
- Clear and consistent navigation;
- Readable fonts, high-contrast text, and simplified language; and
- Accessible customer support through multiple communication channels.
Free tools such as Accessibility Checker or WAVE can assist businesses in assessing compliance, while training programmes and consultation with accessibility experts can help integrate inclusivity by design.
Inclusive Policy and Practice
Malaysia’s move toward an Online Dispute Resolution (ODR) system for the Tribunal for Consumer Claims is a positive step toward accessibility. However, its success largely depends on reliable digital infrastructure and widespread digital literacy.
Ensuring inclusivity in E-Commerce requires more than legal reform. It demands a multi-stakeholder approach where regulators, businesses, and civil society work together to design user-friendly, accessible platforms that enable all Malaysians to participate meaningfully in the digital economy.
With over a growing number of registered persons with disabilities in Malaysia and a rapidly aging population, the need for accessible digital services is an economic and social imperative.
Conclusion
As Malaysia advances its digital transformation agenda, accessibility must be central to E-Commerce development. By embedding inclusivity into law, policy, and platform design, Malaysia can build a digital economy that truly leaves no one behind.
Published on 24 October 2025