Malaysia legislation
Section 69
Section 69
(1)
The Commission may prescribe a consumer code to be published in the Gazette which may include requirements on minimum policies and practices for–
(a)
reasonably meeting consumer requirements;
Malaysian Aviation Commission 67
(b)
the handling of consumer complaints and compensation of consumers in case of a breach of the consumer code;
(c)
raising consumer awareness including the provision of information to consumers regarding aviation services, charges and minimum service levels and standards of performance;
(d)
the protection of consumer information;
(da) the determination of fees or charges imposed on consumers by providers of aviation services; and
(e)
any other matters of concern to consumers.
(2)
In the preparation and any subsequent amendment of the consumer code under subsection (1), the Commission shall consult the stakeholders including airlines, aerodrome operators and other relevant bodies and organizations in the civil aviation industry.
(3)
A person who provides any aviation service shall comply with the consumer code.
(4)
The Commission may impose a financial penalty for any non-compliance an amount not exceeding two hundred thousand ringgit, and in the case of a second or subsequent non-compliance, an amount ten times of the financial penalty which was imposed for the first non-compliance.
Consumer complaint