KPDN Deputy Minister on Warranty Repairs and Consumer Rights

Datuk Dr Fuziah Salleh, deputy domestic trade and cost of living minister, has stated that consumers can seek compensation for transport costs incurred due to prolonged warranty repairs. According to The Star, Fuziah said that consumers should not bear the burden themselves when repairs take too long. She emphasized that those who complied with warranty requirements and sent their vehicles to authorized service centers should not only be given fair consideration when prolonged repairs left them car-less, but be provided with replacement vehicles, mobility assistance or appropriate compensation.

Consumer Rights

Fuziah emphasized that consumers who comply with warranty requirements and send their vehicles to authorized service centers should be given fair consideration when prolonged repairs leave them without a car. She added that reasonable alternative transport costs, if proven to have resulted from the vehicle being unusable due to the failure, may be considered as part of a compensation claim. Under Section 41(1)(a) of the Consumer Protection Act, consumers may require a supplier to remedy a failure within a reasonable time, while Section 41(2) allows compensation for proven losses or damage resulting from the failure of the parts.

Compensation Claims

Under the Consumer Protection Act, consumers may require a supplier to remedy a failure within a reasonable time. Fuziah noted that while there is no maximum period stipulated for completing vehicle repairs, the ministry is studying whether clearer parameters or a reasonable timeframe should be established. What constitutes a “reasonable time” depends on factors including the nature of the damage, spare parts availability and technical complexity. Consumers can file claims with the consumer claims tribunal for cases still unsolved after dealing with the supplier or service center.

Right-to-Repair Concept

The KPDN deputy minister also reiterated that the ministry is studying the right-to-repair concept, which gives owners more access to technical information, spare parts, and equipment needed to repair their vehicles. Fuziah encouraged owners to go to authorized workshops during the warranty period, but noted that consumers have the option to choose other workshops after the warranty period ends. During the warranty period, owners are encouraged to go to authorised workshops because the warranty could be voided otherwise. However, when the warranty period ends, consumers have the option to choose other workshops. Currently, our country does not yet have the authority to access this information. However, this matter is being considered in the context of consumer rights.

Next Steps

Fuziah stated that any mechanism to be introduced needs to be refined with stakeholders to ensure it is practical and fair, without creating uncertainty for consumers or the industry. The ministry is aware of customers' concerns over the financial impact of prolonged spare-parts delays and loss of vehicle use, and is open to examining whether there is a need to strengthen existing mechanisms, including the responsibilities of industry towards consumers who lose the use of their vehicles for an unreasonable period due to delays in warranty repairs. The ministry is always open to examining whether there is a need to strengthen existing mechanisms.