Consumer Education Programme For Schools
By
CONSUMERS’ ASSOCIATION OF PENANG
Malaysia
Leaflet 1
The Need for Consumer Education in Schools

Consumer Education is part of a life long process. Importance should be given to
consumer education in secondary school since children of this age group are increasingly
large spenders in their own right and capable of influencing certain trends in purchasing.

They are the buyer and users of tomorrow, future parents and responsible citizens.

Consumer Education is to provide tools by which an individual consumer can make
rational decision in the market place.

What is essential is that we achieve a fair deal within our market system so that the young
consumer buy goods which are equal to the value of the money they pay. For example,
we find pages in exercise-books, textbooks missing or harmful dyes in cakes and drinks
consumed by students – these are areas of consumer concern.

Thus it calls us to improve on the market situation and this can only be done by increased
consumer education. We believe the starting point of this education should be based on
everyday situation and their experiences.

Towards this end, CAP sees the establishment of consumer societies in secondary schools
an effective method of consumer education/protection for young consumers.

We are pleased to assist the introduction and development of these activities in schools.
CAP has also educational resources, personnel and material in implementing this method
of co-curricular education.

The formation of Consumer Societies in secondary schools should be along the lines of
other school societies with emphasis on the education aspect of the activity organised by
the society.

The society in brief could organise talks, film shows, displays and exhibitions, excursions
and expeditions, compiling scrap book, collecting evidence on imitation products, unsafe
products, make surveys and recycle items all with the objective of supplementing formal
education today.
Leaflet 2
How to Set Up a Society ?
STEP ONE
: Consumer Education Society in any school can be initiated by any group
of consumer concerned students with consultation and assistance of a
teacher.
STEP TWO
: The permission of the school authorities must be obtained prior to the
setting up.
STEP THREE
: Begin the society by having an introductory talk on Consumerism from a
representative of CAP in the school. This could be a good way to interest
students and teachers as to consumer activities.
STEP FOUR
: Following this, the initiators could call for an inaugural meeting where the
society can be officially set up together with election of committee
members to run the society in the school.
STEP FIVE
: There should be a meeting between the elected office bearers and
consumer society representatives in order to discuss the guidelines for the
society’s activities.
STEP SIX
: A simple consumer education programme could be then drawn up by the
society within the school to create consumer awareness.
Leaflet 3
Do’s and Don’ts of a Consumer Society
1. A Consumer Society should strive to serve its fellow students in the field of
consumerism.
2. It should educate the young consumers of the various consumer problems in society for
example :
a)
b)
c)
d)
e)
f)
high prices and poor standards.
imitation goods
sales gimmicks
misleading advertisements
poor transport services
pollution
3. It should not relate itself to any business concerns or firms except when making a
complaint or seeking redress.
4. The object of any Consumer Society is to seek for maximum protection of their fellow
students from any business malpractices. For example, substandard textbooks or
dangerous dyes in food and drinks.
5. Education of the young consumers should be the guiding principle of all consumer
activities and projects of the society.
6. A Consumer Society should not compete with other societies or see itself as a rival to
other societies in the school when organizing any activities.
7. Consumer Societies must organise projects, which can bring increasing awareness as to
situation of the market place.
8. Ambitious projects or fund-raising activities should not occupy the minds of Consumer
Society leaders when placing any activities in the school
9. However small a consumer action – it should be encouraged for example ‘making
complaints’ as long as it is within the sphere of consumerism.
10. It would be good if the Consumer Society works in close liason with the Consumers’
Association so as to achieve effective consumer protection.
Leaflet 4
Model Rules and Regulation for Consumer Education Society
1. Name of Society in the school be known as the Consumer Education Society of
________________ (hereafter called ‘the society’).
2. Aim of this society is to increase the awareness of young consumers and the means of
their protection. It is to provide a channel for consumer opinion and representation in the
area of the society.
3. Functions :






Undertake study into goods and services in the area of society and to improve
standards of goods and services by constructive activities.
To plan and implement Consumer Education programmes in the school. For example;
organise talks, hold forums, exhibitions and slide shows.
To undertake projects and investigations on matters of local and general consumer
interest and to make known their conclusions.
To act as a channel for consultation on communication between young consumers and
those who serve them- Consumers’Association of Penang.
To co-operate with state consumer bodies and participate in any young consumer
activities and educational programmes at state levels.
To do such things as may be conducive to the attainment of the aims of the socity.
4. Memberships
a) A consumer cab be defined as those who obtain goods and services for private use
and consumption.
b) Any student in the school has the right to be a member of the society provided he/she
adheres to the guidelines and rules of the society and participates in the activities of
the society in the capacity as a consumer.
c) The conditions of membership and amount of subscriptions and time of payments
shall be decided at the General Meeting of the Society.
5. Annual General Meetings
i) The annual General Meeting shall be conducted once every year according to the
convenience of the society and members. Notice of which must be given to members
sometime beforehand.
ii) Business of General Meeting shall include receiving of secretary’s report, statement
of accounts and election of office-bearers.
iii) The Annual General Meeting shall elect a chairman, an Honorary Secretary,
Honorary Treasurer and six committee members who shall make up the Action
committee of the society. Election can be in ballot or by show of hands. The nature
can be determined by members at meeting.
iv) The returns of the election and the annual secretary’s report could be sent to the
Consumers’ Association of Penang so as to help up with the developments.
v) Special General Meeting shall be called when deemed necessary by the Action
Committee.
6. Action Committee




Responsible for management of the affairs of society within scope and frame of
reference to consumerism.
Action Committee shall consists of 10 members comprising of the Chairman,
Secretary, Treasurer, six committee members and one teacher advisor.
It shall meet regularly to discuss plans and implement the programmes and projects of
the society.
Action committee shall work in close liason with the Consumer Association on
general consumer activities and also be responsible for the sale of Utusan Konsumer
and the distribution of pamphlets.
7. Duties of Office-bearers
Chairman
- Preside all meetings at Action Committee and at the Annual General
Meeting.
Secretary
- To have responsibility for administration and co-ordination of
group’s activities.
- record proceeding of all meetings of society and action committee
- maintain liason with Consumers’ Association when collaborating on
any programmes or activities.
Treasurer
- responsible for all monies of the society and present statement of
accounts at AGM.
Adviser
(ex-officio)
- responsible for providing guidance and education of young
consumer leaders within the society with regards to consumerism.
- to also advice in the general running of the society.
Leaflet 5
Young Consumer – Your Basic Rights
Every young consumer has the

Right to Safety:- to be protected against the marketing of goods which are hazardous to
health and life, e.g. dangerous food dyes, or excessive lead content in hair dyes and
cosmetics.

Right to be Informed:- to be protected against fraudulent, deceitful or grossly misleading
information, advertising, labelling or other practices and to be given the facts the
consumer needs to make informed choices.

Right to Choose:- to be assured wherever possible to have access to a variety of products
and services at competitive prices.

Right to be Heard:- to be assured that consumers’ interests and needs are given full
consideration in formulation of government policy.

The only way to bring about awareness among young consumers about their rights is
through some form of student consumer activity.
Leaflet 6
CAP Seeks to Help
1. Through representation and consumer action to create honest businessmen and
industrialists who will not look at the consumer as a fair game for unscrupulous practices.
We must assure that consumers get a fair deal in the market. E.g. when one buys a new
textbook one must be assured that they are well bound or pages intact.
2. Through education, CAP seeks to make consumers aware of their rights and secure them
when threatened. Consumers must become aware of their rights and secure them when
threatened. Consumers must become aware of our polluted environment, unfair weight and
measure system or the improper labelling so that consumers especially the young will not be
deceived by traders.
3. Through effective legislation and better laws CAP seeks to protect the consumer. For
example, there is a need to control fraudulent correspondence courses, bogus colleges and
misleading advertisement on further education.
4. Finally CAP stands for effective enforcement, what is the use of having laws which are
not implemented. We know by experience that goods are still to a large extent not “price
tagged” and dangerous dyes which are banned but are still on sale in the shops. So laws can
exist but without proper enforcement such a situation can continue.
It is important to remember that we cannot help if people do not help themselves.
Consumer participation will be only a means by which an average consumer can become
aware and convinced of what CAP believes in.
This is a call to all young people to look at Consumer Education society as the starting
point for responsible community participation.
Consumer Laws - For Protection ?
1. The Sale of Food and Drugs Ordinance (1952)
- it came into effect in July 1952 to control the sale and manufacture of food and drugs.
- the ordinance covers labelling, colouring, storage and sale of particular food.
2. The Weight and Measure Act (1972)
- this law is to protect consumers from one aspect of marketing malpractice – that unfair
and faulty weight and measures.
3. The Housing Developers Act (1966)
- This act is aimed at registering housing developers and protecting consumers from
likely breach of contract.
4. Environmental Quality Act (1974)
- With growing noise, industrial waste oil slicks at sea, pollution from factories and rivers
and streams and poisonous fumes emitted by vehicles has resulted in this act to regulate
these situations.
5. Price Control Act (1973)
- Introduced to check into the unjustified rises in prices of goods and services especially
essential items like rice, sugar, condensed milk, kerosene to name a few.
6. Hire Purchase Act (1967)
- Act applies to hire purchase transactions entered into for goods like motor vehicles,
radios, television sets, tape recorders, refrigerators, freezes and machines.
- The interest rate on the hire purchase agreement must not exceed 10%.
7. Trade Description Act (1972)
- This law covers marketing practices adopted by manufacturers, merchants and
advertising agencies.
Note :
While laws are available they have been ineffective simply because of the lack of consumer
vigilance.
Leaflet 8
Consumer Complaints


To complain means to be aware provided that it is a genuine issue affecting the consumer.
Consumers have the right to complain and seek redress on any shoddy product or poor
service purchased by him.
 Every young consumer must become more vigilant as to the value of consumer items
today and never refrain from complaining when deceived.
 When making a complaint the consumer involved must have with them
a) product in its form as evidence at time of complaint
b) the receipt or acknowledgement by the trader or firm for the sale or provision of
service, to the consumer concerned. This is the only way we can achieve a satisfactory
redress.
c) Complaints can be made either personally or through letter.
A. Typical complaints
Below are some complaints we have received at CAP:
(i) “I am a sixth form student, one of my textbooks is ‘Hikayat Hang Tuah’. Going
through the book I found pages 205 to 236 missing. I wonder if the book shop will replace
this book.”
(ii) “In November 1974, I sent $4.50 to a mail order firm in Kuala Lumpur for a set of
objective L.C.E question and answer. It is now January 1976 and I have already sat for my
L.C.E and am still waiting for the question and answer”.
(iii) The sole of the white canvas shoes I bought for my son came out in three weeks.
Could something be done about shoddily produced goods”.
(iv) “ever since I started wearing my new pair of spectacles which I bought a month ago I
have been feeling giddy, nauseous and end up with a heavy head. I have reported the
matter to the company twice but they say lenses are perfect and see no reason to change
them”.
Remember that whenever your complaint is justified you should not rush back to the
shop in angry mood. The matter must be given careful consideration, unnecessary losing
temper or show of emotion will not help but create greater antagonism and settlement of
matters may not be to your satisfaction.
When you are unable to get satisfaction from the shop or retailer – explain to CAP.
When submitting your complaint get your facts right so as to settle matters effectively.
Leaflet 8
Brief List of Complaints
1. This list might give you a picture of the situation of our market today. Shoddy trade
practices or poor vigilance among consumer seems to be the reality.
2. It is hoped that this will make every young consumer aware of his or her basic right to
complain when cheated by any market intermediary.
3. This list though brief was compiled from the various complaints we received from the
consuming public at our office.
Product/Service
Nature of Complaint
1. Text and exercise books purchased at shop
or through mill order.
Some pages missing, unsatisfactory condition
or not delivered, price differences.
2. Spectacles
Wrongly prescribed lenses
3. Crash helmet
Poor quality (substandard)
4. Canned/tinned food
Rusty, Dented
5. Eye lotion
Imitations
6. Baking flour
7. Peanut butter/cheese
Shelf-life expired
Contained worms
Misleading adverts on weights
Shelf-life expired
8. Shampoo
Imitation
9. Film projector
Poor service
10. Watch
11. Tooth paste
Breach of contract
Guarantee
Claims like “shock proof, water proof” not
fulfilled
In liquid form
12. Detergent sold with free gifts
Offer not fulfilled
13. Bulbs
Of poor quality and short life span
14. Stereo tape recorder, refrigerator and other
electrical appliances
Faulty
15. Bas sekolah
Poor service
16. Fish has kerosene smell
Pollution of river from factories
17. Rubbish thrown all over
No dustbin provided
PERSATUAN PENGGUNA-PENGGUNA PULAU PINANG
CONSUMERS ASSOCIATION OF PENANG
No : _______
306-F, Burmah Road
(Top Floor)
Pulau Tikus,
Penang
Tel: 63516
COMPLAINT‘S FORM
1.
NAME OF COMPLAINANT : …………………………………………………….
2.
MEMBER/NON-MEMBER
3.
ADDRESS : ………………………………………………………………………...
4.
DATE OF COMPLAINT: ………………………………………………………….
5.
TYPE OF PRODUCT/SERVICE: ………………………………………………….
………………………………………………………………………………………..
6. PLACE OF PURCHASE: ……………………………………………………………
7. DATE PURCHASED:…………………………RECEIPT NO.: ……………………
8. NATURE OF COMPLAINT:………………………………………………………...
………………………………………………………………………………………..
………………………………………………………………………………………..
………………………………………………………………………………………..
9. WHAT ACTION (IF ANY) HAS BEEN TAKEN BY COMPLAINANT EARLIER:
………………………………………………………………………………………….
………………………………………………………………………………………….
………………………………………………………………………………………….
10. ANY OTHER DETAILS/REMARKS: ……………………………………………….
…………………………………………………………………………………………
FOR OFFICE USE
MOTION TAKEN: ………………………………………………………………………..
……………………………………………………………………………………………..
DATE: ………………………….
RESULT: …………………………………………………………………………………..
……………………………………………………………………………………………...
………………………………………………………………………………………………
………………………………………………………………………………………………
……………………………………
COMPLAINANT’S SIGNATURE
Leaflet 9
Consumer Information I
A. Info on current consumer issues by CAP can be obtained from:: Constant Press Releases in Star/Echo/Straint Times
: Constant Casebook in Echo once a week
: ‘Help’ column in Star (Every Saturday)
: Consumer Corner in Utusan Pelajar weekly.
B. We also have our monthly consumer journal
: Utusan Konsumer
: Booklets on Environment
: Pamphlets on various consumer issues
C. We also run a consumer library service at our office for concerned individuals who wish to
do research on consumer issues.
D. Also available are slides on
: Pollution
:Young Consumer
: Worker as a Consumer
: Advertisements
: Traffic Problems
This can be utilised for consumer awareness programme initiated by consumer societies in
schools.
Leaflet 10
Consumer Information II
City Council
What is it all about
A. ENGINEER’S DEPARTMENT
City Engineer Functions
- Street Lighting
- Road/Backlanes
- Kampung Improvement Schemes
- Public Grounds, cementeries
- Stadium
- Playgrounds
- Sewerage Scheme/Sanitary Installations
- Clocks
- Parking Meters
- Abattiors
B. CITY FIRE BRIGADE
City Council, Pulau Pinang
C. CITY HEALTH DEPARTMENT
City Health Officer
Responsibility – a) Medical
b) Public Health
c) Anti Mosquito Problem
d) Anti pest
e) Public Dispensaries
f) Mobile Health Clinic
g) Scavenging
h) Night Soil Collection
i) Hawker and Stalls
j) Market and Bath
D. TOWN PLANNING AND BUILDING DEPARTMENT
City Architect and Building Surveyor Officer
1. Building
- Housing Schemes
Slum Clearance
Community Halls
Quarters, Substations
2. Private Developers
3. Permit/Licenses
E. CITY VEHICLES DEPARTMENT
Functions
Registration/Licencing of vehicles
- Public trishaws/Jinrikishaws/Riders
- Hawkers carts
- Tricycles
- Bicycles
F. WEIGHTS AND MEASURES SECTION
Inspector of weights/measures
- Visits
- Checks
G. CITY VETERINARY DEPARTMENT
City Vet Surgeon
Functions
-
Maintenance of abbatoirs
Transport of Meat
Maintenance of Pig Market
Registration of dogs/licencing birdshops/aquariums
Leaflet 11
Consumer Information III
For Redress – When You Are Cheated
1. Write or contact CAP for Consumer Protection – anytime you are cheated by traders.
Consumer service is our duty.
2. Know your M.P.s- communicate with them to help you in your consumer problems.
3. When you are faced with misleading adverts, short weights, imitations, high prices,
shoddy products, write to the newspapers, either Reader’s Column, Postbag of Echo or
Saturday Forum of Straits Times and voice your views.
4. Correspond with the respective City Council Departments to redress your grievances.
5. Inform the relevant authorities for action
a) any misleading sales offers and adverts, inform the Ministry of Trade and Industry,
Wisma Damansara.
b) Any Pollution either vehicles, noise, river/sea by factories and housing developers,
write to the Secretary General of the Ministry of Local Government/Environment.
Any information on Environment can be obtained from the school of Social
Sciences, USM Penang.
c) When food we buy is not labelled, adulterated or contains dangerous additives,
colouring or dyes we have the right to inform:i) Director
Medical Health Services
Penang
ii) Secretary General
Ministry of Health
Jalan Young
Kuala Lumpur
d) When one is cheated through short weights, the City Council,
Weights/Measures Section could be a good place to report.
e) Improper pricing by business units, report to the Enforcement Division of the
Ministry of Trade/Industry, Wisma Damansara, Kuala Lumpur.
f) Any individual concern with Wildlife, for information contact Games
Department, Bangunan M.A.B.A Tingkat 4, Jalan Davidson, Kulal Lumpur.
For research info on Wildlife communicate with Malayan Nature Society,
School of Biological Sciences, USM, Penang.
6. The Consumer’s right to redress can only become a reality when consumers become
more conscious of using all the channels to expose the various problems in the
market.
Students must learn to provide constructive views to the respective authorities so as to
participate and bring about changes in the market place.
Leaflet 12
Consumer Projects
1. The purpose of any project organised by the Consumer education Society is to instil
consumer Awareness among the students with the school community.
2. When choosing a project the society should take into consideration
a) The consumer needs of the students
b) The possibility of carrying the consumer issues to widest number of students
in the school with the least amount of financial commitment.
c) The ability to generate young consumer involvement in the implementation of
the project to the extent that students are exposed to the problems of
consumers.
3. The action committee should discuss the purpose and demand of the project, together
with the adviser and upon agreement obtain the approval of the headmaster of the
school.
4. On the result of which the society should work out on a simple method of action to
implement the project chosen, see:
- The scope of the project
- The resource material necessary
- How many students are needed
- The length of time involvement
- The financial requirement
5. Support for a project can only be obtained if there is publicity. Inform the students
through the notice-boards, pamphlets and PA system. Seek support of the headmaster
and teachers. Important let the student community know what and why you are doing
it.
6. Certain projects may require assistance from different societies and association. Do
not hesitate to inform them and if possible involve them in your projects. It will be
good if you can inform the Consumers’ Association of the nature of the project so as
to keep up with the development.
7. After the completion of each project the Action committee should meetto evaluate the
merits/demerits in the organising of the project and its contribution towards increasing
consumer awareness and involvement in the school.
Projects for Schools
1. Consumer Exhibition:
- This is where students gather consumer items which are poorly labelled food, rusty
canned food and put them up for display.
- Also make posters on consumer law, hire purchase, rights of consumer.
- One can contact CAP exhibits and posters and assist in the project too.
2. Consumer awareness – slide show:
- arrange for a slide show on any one of the available CAP slides
- after which students can be asked to give views and cite complaints
- discussion can also be focused on how to organise activities to solve problems identified
in the slides.
3. Consumer Corner:
- This is a programme where consumer information is made available to the student in the
school by having a small section in the school library where this material can be
displayed.
4. Public Transport
- survey on the efficiency, prices and service of the public transport system.
- a visit to various transport companies, a survey with commuters of service and views of
students could be a good method to start the survey.
- see the ability of the transport to accommodate the demand of our area or school.
5. Survey on Labels:
- check into a set of sundry shop/supermarket to see how many products are labelled
properly according to the sale of food and drugs ordinance.
6. Complaints Section:
- one of the rights of a consumer is his right to complaint when he is cheated. So the
society can establish committees within the society to handle complaints by the students
in the school.
- to do a good job it is advised that the leaders read the articles on complaints and how to
handle them.
- Also the society can communicate with CAP or even forward complaint for more
effective settlement of the problem.
7. Forum on Consumer Issues:
- a forum could be arranged on any consumer theme e.g. public transport
- here you could get a panel of speakers e.g. public transport, the speakers could be a
representative from the City Council Transport Division, two bus commuters – a
schoolgirl and a worker, a representative from a bus company and a representative from
the Consumers’ Association.
- This programme could be carried out during school hours, with the Head’s permission,
for a greater participation of the students.
8. Recycling
- the numbers could start a campaign on the collection of old newspapers, bottles and tin
cans.
- These could be either sold or given to places for recycling purposes – like bottles for the
hospitals
9. Visits
- can be organised for the members of the society to areas of consumer interest
e.g. - various shops to study price tagging
- factories
- polluted areas, etc.