A Systematic Review of Alternative Dispute Resolution Mechanisms: The Tribunal for Consumer Claims Malaysia

Abstract

ADR is a significant mechanism in protecting consumers in the marketplace. In Malaysia, the Tribunal for Consumer Claims of Malaysia (TCCM) was established to provide a mechanism for dispute resolution with the purpose of providing a healthy redress for consumers. The cases filed with TCCM have grown, and many doubt on the effectiveness of the tribunal platform. Many researchers have explored the platform procedure; however, the research on it is scarce. Thus, the purpose of this paper is to conduct a systematic review of studies related to the Tribunal for Consumer Claims Malaysia (TCCM), focusing on its effectiveness as a dispute resolution mechanism. Twelve research papers were collected and examined. The assessment of the effectiveness according to TCCM indicated seven criteria, namely, convenience, speed, affordability, independence, fairness, justice, and legal standards. Mixed results were discovered regarding the effectiveness of TCCM. Of the seven criteria, only two have been deemed effective for TCCM.