(1) If the Commission receives a complaint from a consumer and the consumer has not addressed his complaint through the complaints handling procedures of the licensee, the Commission shall refer the consumer to the respective licensee.
(2) The Commission may also conduct an investigation against a licensee provided that the consumer has followed the complaints handling procedures of the licensee.
(3) The Commission may determine the rules on the procedures for the making, receipt, handling and dispute resolution of complaints of consumers regarding the conduct or operation of licensees.
Malay text (authoritative)
Aduan pengguna
(1) Jika Suruhanjaya menerima suatu aduan daripada seorang pengguna dan pengguna itu tidak mengemukakan aduannya melalui tatacara pengendalian aduan pemegang lesen, Suruhanjaya hendaklah merujuk pengguna itu kepada pemegang lesen berkenaan.
(2) Suruhanjaya boleh juga menjalankan siasatan terhadap pemegang lesen dengan syarat bahawa pengguna telah mengikut tatacara pengendalian aduan pemegang lesen itu.
(3) Suruhanjaya boleh menentukan kaedah-kaedah mengenai tatacara bagi pembuatan, penerimaan, pengendalian dan penyelesaian pertikaian aduan pengguna berkenaan dengan perlakuan atau penjalanan operasi pemegang lesen.
Source: Laws of Malaysia, Attorney General's Chambers of Malaysia (lom.agc.gov.my). Not a copy of the Gazette printed by the Government Printer (Interpretation Acts 1948 and 1967, s 61).
