PETALING JAYA: The lack of itemised receipts and formal complaints from consumers are among the main challenges faced by the Domestic Trade and Cost of Living Ministry in investigating alleged hidden charges imposed through QR payments at entertainment outlets.
Its enforcement director-general Datuk Azman Adam (pic) said some premises did not provide detailed receipts unless they were requested by customers, making it more difficult to identify and investigate alleged additional charges.
“Consumers may not be able to identify hidden charges at an early stage if itemised receipts are not issued.
“This also creates challenges in gathering evidence during investigations,” he said recently.
Azman said another challenge was the way some additional charges were described to consumers.
“There are allegations that certain premises incorporate platform or banking charges into the overall bill under different terms, such as administrative or convenience fees.
“This can make it difficult for both consumers and enforcement officers to determine the actual nature of the charges imposed.”
Azman said the ministry also faced difficulties when consumers only shared their experiences on social media but did not lodge formal complaints.
“Enforcement action can be carried out more effectively if consumers lodge formal complaints together with supporting documents such as receipts, transaction records or proof of payment.
“Such information is important to ensure investigations can be conducted more quickly and comprehensively,” he said.
Azman added that under the Price Control and Anti-Profiteering Act 2011, traders are required to keep proper business records for seven years.
“These include sales records, invoices, receipts and other related documents, which must be produced to the Domestic Trade and Cost of Living Ministry upon request.
“Through these documents, along with evidence obtained during investigation, the ministry can determine whether such allegations are true and decide on the appropriate enforcement action,” he said.
Evidence gathered, he said, could include price lists, advertisements, menus, information shown on payment systems, receipts, transaction records and electronic data.
Azman stressed that the law requires businesses to take reasonable steps to inform consumers of prices, including government taxes and any additional charges.
“Statements from complainants, witnesses and business records obtained during investigations will also be assessed to determine whether there has been a breach of the law.”
He added that companies found guilty under the Consumer Protection Act could face fines of up to RM250,000 for a first offence and RM500,000 for subsequent offences, while individuals could be fined up to RM100,000, jailed for up to three years, or both, for a first offence.
Azman also reminded business owners that failing to clearly display service charges may result in fines of up to RM100,000, while individuals may be fined up to RM50,000.
His remarks highlight the importance of consumers retaining receipts, payment records and other evidence when disputing additional charges.
Consumers can also seek redress through the Tribunal for Consumer Claims Malaysia, which provides an alternative avenue for claims involving goods and services.
