PETALING JAYA: Complaints related to online transactions have topped the list of consumer grievances received by the Domestic Trade and Cost of Living Ministry over the past several years.
Common complaints include failure to receive items or services as promised, discrepancies between advertised and delivered goods or services, confusing pricing or service terms, sale of counterfeit products, and a lack of disclosure regarding mandatory information required under the Consumer Protection (Electronic Trade Transaction) Regulations 2024 (UPE).
From 2021 to October 2025, the ministry recorded a total of 51,821 complaints involving online transactions.
More than half of these – 28,214 cases – fell under the category of “did not receive item or service as promised”.
The ministry stressed its continued commitment to tackle online business transaction fraud.
“The approach involves strict enforcement measures, monitoring of online content, and ongoing efforts to enhance consumer literacy. In terms of enforcement, the ministry operates under the Consumer Protection Act 1999 and the UPE 2024.
“These regulations require online traders to clearly display important information, including prices, product details, payment methods and terms and conditions of transactions,” the ministry told The Star in a statement.
In addition, firm action has been taken against online offences in collaboration with the Malaysian Communications and Multimedia Commission and Internet service providers.
Among these measures are site blocking and content removal.
Site blocking refers to the blocking of entire websites that share copyrighted works or films without permission, while content removal involves taking down material that violates the law in cooperation with e-commerce platforms.
Between 2021 and October 2025, a total of 4,592 site-blocking actions and 3,429 content removal actions were recorded.
The ministry also identified several common fraud tactics, including offering prices far below market value and advertising inaccurate product features, resulting in consumers receiving goods that differ from what was promoted.
As such, consumers are urged to verify merchant information before making payments, be cautious about unrealistically low prices and retain all transaction records.
Victims may file claims with the Consumer Claims Tribunal Malaysia or lodge complaints for investigation purposes.
Those with information or complaints can contact the ministry via WhatsApp at 019-279 4317 or 019-848 8000, the e-complaint portal at https://eaduan.kpdn.gov.my, the call centre at 1-800-886-800, or the Ez ADU smartphone app.
