Digital Consumer Redress for Persons with Disabilities in Malaysia: From Online Filing to Accessible Justice

Abstract

Malaysia's consumer-redress architecture includes trader complaints, e-Aduan, the Tribunal for Consumer Claims Malaysia and sector-specific forums, yet online filing does not guarantee equal access for consumers with disabilities. Through doctrinal analysis and comparison of Malaysian, ASEAN, Singaporean, European Union and W3C materials, this article treats redress as an end-to-end justice process, from information discovery and authentication to hearings, decisions and enforcement. It proposes an Accessible Digital Consumer Redress Framework informed by ASEAN guidance, Singapore's integrated eNegotiation and eMediation system, WCAG 2.2 and the European Union's discontinued ODR platform. The framework combines a statutory duty, reasonable accommodation, multiple participation channels, assisted digital support, accessible evidence and hearings, auditing, enforceable remedies and co-design with persons with disabilities.