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Online Shopping: Consumers’ Awareness of Their Rights and Protection

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The risk of purchasing goods through online might be higher than that buying offline. The possibility to be cheated or misled by non-virtual sellers could be fatal. In 2007, the Consumer Protection Act 1999 (“the CPA”) has been amended to enable online buyers to take actions against irresponsible sellers. This shows that a Tribunal for Consumer Claim has a right to hear cases involving online shopping. The purpose of the CPA and the functions of the Tribunal are difficult to be achieved if the standard of awareness and knowledge about them among online buyers are not in line with the development of online shopping. Thus, the objective of this doctrinal study is to explore the awareness and knowledge among online consumers regarding their rights and protections. Apart from that, it is hope that this paper could educate the public on their rights and protection as online consumer. A qualitative method was adopted and about 30 respondents were interviewed. The result showed that, there is a lack of awareness among online buyers about their rights and they even have no knowledge on the existence of such a Tribunal for Consumer Claim. This study also proposes suggestions to put forward such awareness to online buyers before the goods arrive at their doorstep.
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Keywords: Consumer Protection; Online Shopping; Tribunal for Consumer Claim

Document Type: Research Article

Affiliations: 1: Department of Law, Universiti Teknologi MARA Cawangan Melaka, Kampus Bandaraya Melaka, Jalan Hang Tuah, Melaka, Malaysia 2: Department of Law, Universiti Teknologi MARA Cawangan Melaka, Kampus Alor Gajah, Jalan Lendu, Melaka, Malaysia 3: School of Business Management, Universiti Teknologi MARA Cawangan Melaka, Kampus Bandaraya Melaka, Jalan Hang Tuah, Melaka, Malaysia

Publication date: August 1, 2017

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