Automotive Consumerism in Malaysia with Regard to Car Maintenance

M. A. F. Abdul Wahab, Z. Mohd Jawi, I. Abdul Hamid, M. S. Solah, M. H. Mohd Latif, M. H. Md Isa, M. S. Abdul Khalid, A. H. Ariffin and A. Hamzah

Abstract: This paper aims to review relevant legal framework, statistics, news reports and findings from the ‘automotive ecosystem’ study by MIROS relating to car maintenance issues in Malaysia. The automotive consumerism data mainly comes from the Road Transport Department (RTD), Ministry of Domestic Trade, Co-operatives and Consumerism (MDTCC) and National Consumer Complaints Centre (NCCC), in addition to news articles via web search. In summary, there are several laws and legislations involving various authorities which can be utilised to safeguard automotive consumers ranging from before car registration, during car ownership up to de-registration of the car. Based on the statistics and news reports, car maintenance complaints mostly involved motor vehicle workshop and parts, accessories as well as vehicles. With respect to motor vehicle workshop, quality of repair received the highest number of complaints in NCCC report in 2015 (51.1%), while sales service and manufacturing defects were the main issues in the parts, accessories and vehicles category (22.5% and 21.4% respectively). In regard to car users’ behaviour in Klang Valley (500 respondents) and Kuching (300 respondents), a majority of them chose to bring their cars for maintenance either to authorised service centre or general car workshops, instead of performing the maintenance themselves or alternating between the available options. Most car users’ agreed on the importance of scheduled maintenance according to manufacturer recommendation and performing maintenance at general car workshops. However, they are unsure of the quality, in addition to maintenance and retrofitting behaviour.

Keywords:Automotive consumerism, car maintenance


Abdul Razak, I. (2011). Car breakdown at workshop (Kereta rosak di bengkel). Utusan Online. Retrieved from ahkamah&pg=ma_07.htm

Bungga, F. (2017). Fake spare part, original part price tag (Barang tiruan harga tulen). HM Online. Retrieved from

European Union (2007). Directive 2007/46/EC of the European Parliament and of the Council of 5 September 2007 establishing a framework for the approval of motor vehicles and their trailers, and of systems, components and separate technical units intended for such vehicles (Framework Directive), Directive 2007/46/EC § (2007).

Mat Jusop, M.H., Hamzah, H.S., & Haron, H.N. (2015). Automotive replacement component business framework review. Paper presented at the International Conference on Engineering Business Management (ICEBM 2015), Kuala Lumpur.

MDTCC (2016). MDTCC main statistic December 2016 (Statistik utama KPDNKK Disember 2016). Retrieved from UTAMA-KPDNKK-DISEMBER-2016-.pdf

MDTCC (n.d.). Tribunal background (Latar belakang tribunal). Retrieved from

Mohd Jawi, Z., Abu Kassim, K.A., Md Isa, M. H., Hamzah, A., & Ghani, Y. (2016). Towards safer cars in Malaysia. Journal of Advanced Vehicle System, 3(1), 1-13.

Mohd Jawi, Z., Lamin, F., Abdul Manap, A.R., Abu Kassim, K.A., Abas, F., & Wong, S.V. (2012). Review of the National Automotive Policy on car maintenance issues: Malaysia’s automotive ecosystem explained (MRev 02/2012). Kuala Lumpur: Malaysian Institute of Road Safety Research.

NCCC (2015). Annual consumer complaints report. Selangor: National Consumer Complaints Centre.

Road Transport Department (2015). Vehicle Type Approval guidelines (Amendment) 2015 (Garis panduan kelulusan jenis kenderaan (Pindaan) 2015). Retrieved from

Sabri, M.F. (2014). The development of consumer protection policies in Malaysia. International Journal of Business and Social Research (Online), 4(6), 98-108. Retrieved from

Toyota Motor Corporation (n.d.). How many parts is each car made of? Retrieved from

Naseer, S. (2017). We need the Lemon law. The Star Online. Retrieved from

Simpol, G. (2010). Monitor vehicle workshop cheating customer (Pantau bengkel-bengkel kereta tipu pelanggan). Utusan Online. Retrieved from ncana&pg=re_06.htm

Sinar Harian (2012). Auto-mechanic charging overprices (Mekanik cekik darah). Retrieved from

Sinar Harian (2016). Majority of the tribunal’s decision in favor of consumers (Majoriti keputusan tribunal berpihak kepada pengguna). Retrieved from pengguna-1.522523

Sinar Harian (2017). Workshop owner act rude (Pemilik bengkel bertindak biadab). Retrieved from

Utusan Malaysia (2011). Cars often breakdown, workshops ordered to compensate the customer (Kereta kerap rosak, bengkel diarah bayar ganti rugi kepada pelanggan).
Retrieved from ahkamah&pg=ma_03.htm