Claimants, respondents speak of positive experience at tribunal

Many feel that the Consumer Claims Tribunal is a good avenue for them to highlight their grouses, especially when they feel short-changed after making a purchase or paid for a service.

For business proprietors, being summoned to attend a hearing at the tribunal can be a nightmare.

But in the end, the tribunal president makes a decision based on the rule of law, merits and facts of the case that are presented to him by both claimant and respondent.

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Businessman Low Man How said being called to attend his first hearing had caused him sleepless nights.

He has been running his business for 14 years and heard stories about other workshop owners losing cases at the tribunal and having to pay substantial compensation.

Consumer Claims Tribunal Johor Baru is located on the 17th floor of Menara Ansar in Jalan Trus.

“There is also the embarrassment when word gets out.

“I was nervous at first but presented my case to the president and he heard me out,” said the proprietor of a car accessories and air-conditioning service business.

The tribunal president finally dismissed the claim filed by a technician totalling RM8,937.31.

Now, Low said he would advise friends not to worry about attending tribunals if they were not in the wrong.

“Go and present your case, show proof if you have any and let the president decide,” he said.

Khair says he received his refund within two weeks of the tribunal president’s decision.

For claimant R. Devaraju, the advice of patient tribunal staff and encouragement from his son were the reasons he went ahead with filing a complaint on furniture which was fungus-ridden.

“I am a retired policeman and do not know anything about filing a complaint online.

“So I went to the tribunal office in Menara Ansar, Johor Baru, and the staff explained the procedure and helped me fill up the forms,” he said.

He added that the officer also taught him how to send the documents to the respondent’s last-known address.

Devaraju said he had waited for more than a year to resolve this issue and had contacted the furniture shop a number of times to get his furniture replaced, to no avail.

“I was so upset that I even posted negative reviews about this shop online,” he said.

Devaraju showing photos of the fungus-infested wardrobes purchased from a furniture shop in Johor Baru.

He added that he was pleased when the tribunal president understood his predicament and asked the furniture company to refund RM5,697.

Devaraju said the president also decided that the company faced a RM50,000 fine if they failed to adhere to the ruling within two weeks.

“I got my payment within a few days and I also deleted my online post,” he said.

He added that people should bring their complaints to the tribunal within three years if they felt cheated in any business transactions.

Similarly, medical officer Mohamad Khair Ismail feels there is no amount too small for a case to be brought to the tribunal.

“Some people may think that it will be a hassle to go to the tribunal as there may be a lot of paperwork involved.

Claimants and respondents waiting their turn at the Consumer Claims Tribunal in Johor Baru.

“For me, it is about making sure the consumer’s voice is heard and we exercise our right to get a refund if we feel cheated,” he said regarding his RM1,000 claim for a deposit paid to a bridal boutique.

He highlighted that at the end of the day, it was up to the tribunal to decide the appropriate award.

“I wanted my RM1,000 back but the tribunal president awarded RM550 as he thought that figure was appropriate.

“I am happy with the settlement as I decided to file the case when the respondent refused to refund my deposit, citing the business’ no-refund policy,” he said.

He added that he received his refund within two weeks of the award.

Khair said that at one point, he wanted to give up because of the stress of trying to get a refund from the boutique while he was planning his wedding, but his mother encouraged him to fight for his claim.

He has since gotten married to his sweetheart Alizah Ali at another venue last December.