20-06-2025
MTPN Sibu urges consumers to know their rights after workshop misconduct case
The complainant, along with Lau (left) and complaints officer Darell Lim, show the police report lodged with MTPN Sibu.
SIBU (June 21): The National Consumer Action Council (MTPN) branch here has called upon consumers to remain vigilant and exercise their rights following a recent case involving alleged misconduct by a workshop operator.
According to MTPN Sibu chairman Lucas Lau, the issue was brought to their attention on June 16, and the complainant filed a police report the next day.
Recounting the case chronologically, he said the consumer had sent a vehicle for repairs, repeatedly instructing the workshop not to begin any work until a written quotation was provided.
'However, the workshop reportedly proceeded with the repairs without securing the consumer's formal consent or providing a written quotation beforehand.
'A quotation was only issued afterwards, with costs deemed excessive by the consumer,' he said in a statement yesterday.
When the consumer declined to proceed, the workshop insisted that the work had already started and demanded payment before returning the car's components.
'This has triggered dissatisfaction and concerns regarding consumer rights,' Lau added.
On this, he emphasised that under the Consumer Protection Act 1999 (Act 599), every consumer has the right to receive clear, accurate information before any service is rendered.
Lau emphasised that carrying out repairs without obtaining prior approval from customers was invalid and could be regarded as an unfair, misleading practice.
He also cited the Consumer Protection (Disclosure of Workshop Information) Regulations 2002, which makes it compulsory for workshops to issue written quotations before beginning any repair work.
'Consumers facing problems can lodge a formal complaint to MTPN or the Consumer Claims Tribunal (TTPM) to seek a fair resolution.
'Consumers must always insist on receiving a written quotation before any repair work starts, and keep all related documents and communications as evidence,' he stressed.
Lau also reminded businesses to operate with integrity, transparency and accountability, cautioning that irresponsible actions and unjust treatment would not only negatively impact consumers, but would also undermine the trustworthiness of the entire automotive service sector.
He reaffirmed MTPN's commitment to defending consumer rights and promoting ethical business practices across all service sectors, adding that compliance with consumer protection laws is key to building a fair and trustworthy marketplace.
'Awareness and compliance with laws such as the Consumer Protection Act 1999 and related regulations are key to effective consumer protection and a healthy business environment,' stressed Lau. consumers' right lead misconduct MTPN Sibu workshop
