The Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) has established a special complaint channel dedicated exclusively to the food delivery service or known to many as p-hailing. Open to both consumers and eateries, it comes in the form of a dedicated e-mail address.
According to the Deputy Minister of Domestic Trade and Consumer Affairs, Rosol Wahid, the ministry received 1,903 complaints regarding Foodpanda and 30 complaints regarding GrabFood in 2020. On the other hand, Foodpanda and GrabFood garnered a total of 946 and 43 complaints respectively from January to August this year.
KPDNHEP has apparently been in talks with key players within the p-hailing industry to resolve all issues, including delays in payment of food sales to traders and high commission charges. “Some p-hailing companies claim that the delay in payment is due to problems with their system. They promise to improve their system. There are also companies that want to lower their commission rates,” said the minister.
Earlier this year, the Malaysia Competition Commission (MyCC) said that it was closely monitoring food delivery platforms for charging excessive commission fees after local food vendors aired out their frustrations on social media. Food delivery riders have also been proven to be a menace on the road, as a study by the Malaysian Institute of Road Safety Research (MIROS) revealed that 70% of riders disobey traffic rules when they are on a delivery run.
As for the special channel that we have mentioned earlier, you can channel any complaints that you have at the moment regarding p-hailing to email@example.com. However, the turnaround time for each complaint received by KPDNHEP through the e-mail address was not revealed by the minister.
(Source: The Vibes.)