25th October 2021 - 2 min read
Consumers or merchants facing any issues related to food delivery services can now submit their grievances to the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) through a dedicated complaint channel that has been set up.
“We have created a special channel so that not only traders but also consumers who have any problems can lodge complaints to us,” said the deputy minister of KPDNHEP, Datuk Rosol Wahid. Elaborating, he clarified that the Malaysian public can now email their complaints specifically to [email protected] so that the ministry can investigate and take appropriate actions against any offenders.
Additionally, Datuk Rosol shared some data on the number of complaints that has been lodged against the two main delivery service companies (also known as p-hailing) in Malaysia, namely FoodPanda and GrabFood. As many as 1,903 complaints had been made against FoodPanda throughout the whole of 2020, while another 946 complaints were lodged between January to August 2021. Meanwhile, KPDNHEP received 30 complaints about GrabFood in 2020, followed by 43 complaints between January to August this year.
Datuk Rosol further reiterated that KPDNHEP has been actively reaching out to these key players in the industry to resolve various crucial issues. These include delays in payment of food sales to traders and high commission charges. Earlier this year, several organisations within the F&B industry had appealed to the government for help to lower the steep commission rates charged by these p-hailing companies.
“Some p-hailing companies claim that the delay in payment in due to problems with their system. They promise to improve their system. There are also companies that want to lower their commission rate,” said Datuk Rosol.
(Source: Astro Awani)
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