2. Online Consumer / Customer Complaints (09B4134)

Currently, there is no proper channel available for consumers to raise their concerns or make complaints on matters pertaining to consumer goods sold in the country. This can be in terms of quality, pricing and others matters that are causes dissatisfaction to consumers. Therefore we would like to suggest an online consumer complaints system.

As consumers’ prices in the country are controlled by the Department of Economic Planning and Development, we therefore would like to see the system to be developed by the Prime Minister's Office. We suggest the system to be as follows:

1. To create a website that is able to categorize each and every product sold in Brunei, either according to the brand, the manufacturer, the distributor, or any fields that may be appropriate.
2. A special page whereby a consumer can post their dissatisfaction or complaints on the goods sold in Brunei, for example, a good that is priced differently, particularly over-charged sales.
3. The complaints made shall not be limited on the goods only, but also any complaints regarding the traders, suppliers, and distributors in Brunei.
4. There shall also be a special page for complaints against distributors or suppliers, for example, goods that are faulty or of low quality and even deceptive advertising.
5. The government shall follow-up with the concern parties to resolve the complaints.

We believe these services will be beneficial not just to the consumers, but also the government, and businesses in the country.

Consumers in Brunei will feel that their interest is being protected from businesses that take advantage of them (e.g. overcharging). This service can enhance a closer bond between the public and the government, where the public can conveniently and quickly reach the authority. This service can also promote the government’s relationship with the public and businesses by being the channel and solution provider to consumers and businesses issues.

The benefits this can bring to businesses (suppliers/ distributors/ retailers) are that they will be able to improve their products, goods and services to consumers’ expectation according to their complaints. This will, in turn, retaining current customers as well as to attract more customers for their goods. Furthermore, this can help them understand consumers’ preferences and consequently enable them to deliver products, goods and services that are of the same or higher quality and cheaper prices.