STANDARDS MATTER A SERVICE STANDARD FOR CONSUMER VULNERABILITY ENERGY MANAGEMENT AND WHY ADOPTING STANDARD TO MAKE IT WORK? WHY SHOULD MALAYSIA EMBRACE UNIT PRICING NOW? AN INSIGHT OF BEST PRACTICES ISS U E 6 - M A Y 2 0 2 2 IS YOUR FOOD SAFE?
STANDARDS MATTER ADVISORS: YBhg. Prof. Emeritus Datuk Dr. Marimuthu Nadason President Malaysian Association of Standards Users YBhg. Datuk Fadilah Baharin Chairperson Nano Verify Sdn. Bhd. En. Shaharul Sadri Alwi Director General Department of Standards Malaysia CHIEF EDITOR : Saral James Maniam EDITORIAL : Arivagara Pavithran Subramaniam Nur Asyikin Aminuddin Baskaran Sithamparam CONTRIBUTORS : 1. Shivani Sothirachagan (Senior Associate, Compliance Unit, Digi Communications, Malaysia) 2. Zaini Abdul Wahab (Founder & Principal Consultant, Green Pacer Sdn.Bhd.) 3. Soon Chee Kwang (Managing Director, Intrack Market Services Sdn. Bhd.) 4. Saral James Maniam (Secretary General, Malaysian Association of Standards Users) GRAPHIC ARTIST : Maizatul Aqira Ishak PUBLISHED BY : Malaysian Association of Standards Users (Standards Users) No 24, Jalan SS 1/22A 47300 Petaling Jaya, Selangor, Malaysia 03 04 11 18 22 EDITORIAL @ Standards Matter Magazine 2022 ALL Rights Reserved e-ISSN 2756-8261 PRESIDENT'S NOTE WHY SHOULD MALAYSIA EMBRACE UNIT PRICING NOW? ENERGY MANAGEMENT AND WHY ADOPTING STANDARD TO MAKE IT WORK? A SERVICE STANDARD FOR CONSUMER VULNERABILITY STANDARDS MATTER || PAGE 2 IS YOUR FOOD SAFE?
" Q UAL ITY IS NE V E R AN ACCIDENT. IT IS ALWAYS THE R ESULT O F INTEL L I G ENT EFF O R T" John Ruskin P R E S I D E N T ' S M E S S A G E Since digital i sation has been an ex c iting s tep forward, the Malay s ian As soc iation of Standards User s (Standards User s ) wi shes to trul y connec t with local and worldwide consumer s through it s annual magaz ine to communi cate the organi zation’ s news , introduce ISO s tandards , Malay s ian Standards , pol i c ies and bes t prac ti ces to demons trate it s true values , speak of it s aspirations and convey an overal l mi s s ion to help consumer s worldwide. In a time when many consumer s have los t jobs and many bus ines ses are s truggl ing to sur v i ve, thi s magaz ine i s an ins trumental guide to improve the sur v i val of al l. Unit pri c ing helps consumer s compare the pri ces of pac kaged goods when those goods aren't sold in equal quantities . It' s unit pri c ing that al lows a shopper to tel l at a glance whi ch i s the better buy for consumer s . E- commer ce has ex tens i vel y matured in the las t decade and it continues to grow fas t even today . We are l i v ing in ex c iting times , where digital items are becoming smarter and advanced day after day . E- commer ce i s a powerful means to connec t the unconnec ted to global trade. Standards User s i s ac ti vel y invol ved in culti vating the implementation of s tandards in order to ensure bus ines s sus tainabi l it y through ri s k management. Standards help support bas i c consumer protec tion by rai s ing level s of qual it y , safet y , rel iabi l it y , effi c ienc y and inter changeabi l it y . They can be an effec ti ve tool in consumer protec tion as they prov ide a bas i s for national legi s lation and certifi cation s chemes . They can al so be regarded as bes t prac ti ces for use in promoting bus ines s and in l itigation for damages . What consumer s want in general are BEST Goods and Ser v i ces for the BEST Value and AVAILABLE to ALL. STANDARDS MATTER || PAGE 3 DR. MARIMUTHU NADASON STANDARDS MATTER STANDARDS MATTER | ISSUE 6
I t c a n b e c a u s e d o r e x a c e r b a t e d b y t h e a c t i o n s o r p r o c e s s e s o f f ir m s . As s t a t e d b y c o n s u m e r a d v o c a t e Ro b i n Si m p s o n , s o m e o f u s a r e v u l n e r a b l e a l l t h e t i m e a n d a l l o f u s a r e v u l n e r a b l e s o m e o f t h e t i m e . I t i s t h i s t h ir d a p p r o a c h t o c o n s u m e r v u l n e r a b i l i t y t h a t i s t h e f o c u s o f t h i s p a p e r. Th e p a p e r a d v o c a t e s t h e a d o p t i o n i n M a l a y s i a o f t h e ISO s t a n d a r d o n c o n s u m e r v u l n e r a b i l i t y . Th e p a p e r f ir s t h i g h l i g h t s t h a t t h e Un i t e d Na t i o n s Gu i d e l i n e s o n Co n s u m e r Pr o t e c t i o n (UNGCP) n ow r e q u ir e s a f o c u s o n c o n s u m e r v u l n e r a b i l i t y . I t t h e n d i s t i n g u i s h e s b e twe e n t h e t e r m s ‘ v u l n e r a b l e ’ a n d ‘ d i s a d v a n t a g e d ’ , b o t h o f wh i c h t e r m s a r e u s e d i n t h e l i t e r a t u r e o n c o n s u m e r p r o t e c t i o n . Th e m a j o r p a rt o f t h e p a p e r d e a l s wi t h t h e Bri t i s h St a n d a r d s I n s t i t u t i o n s t a n d a r d o n c o n s u m e r v u l n e r a b i l i t y (BSI 1 8 4 7 7 ) t h a t wa s a d o p t e d i n 2 0 1 0 a n d h i g h l i g h t s s o m e o f t h e s i g n i f i c a n t a d v a n c e s i n c o n s u m e r p r o t e c t i o n t h a t r e s u l t e d fr o m t h e a d o p t i o n o f t h a t s t a n d a r d . BSI 1 8 4 7 7 wa s t h e i n s p ir a t i o n f o r t h e a d o p t i o n i n 2 0 2 2 o f a s i m i l a r s t a n d a r d b y t h e I n t e r n a t i o n a l St a n d a r d s Or g a n i z a t i o n : Th e c o n c l u s i o n t o t h e p a p e r s u g g e s t s t h e b e n e f i t s t h a t c a n a c c r u e t o M a l a y s i a b y a d o p t i n g a s i m i l a r s t a n d a r d . IN CONSU M ER PROTECTION, t h e t e r m ‘ v u l n e r a b l e ’ h a s b e e n u s e d i n a t l e a s t t h r e e c o n t e x t s . Th e f ir s t u s e o f t h e t e r m ‘ v u l n e r a b l e ’ i s t o c o n s i d e r a l l c o n s u m e r s a s v u l n e r a b l e v i s - à - v i s t h e p r o d u c e r s a n d s u p p l i e r s o f g o o d s a n d s e r v i c e s . Th e s e c o n d u s e o f t h e t e r m i s t o i d e n t i f y t h e v u l n e r a b l e a s t h o s e wh o we r e m e m b e r s o f s p e c i f i e d d i s a d v a n t a g e d g r o u p s - t h e p o o r, i l l i t e r a t e , c h i l d r e n t h e a g e d a n d t h o s e i n r u r a l c o m m u n i t i e s . I n t h i s c o n t e x t , t h e t e r m ‘ v u l n e r a b l e ’ c a m e t o b e e v e n u s e d i n t e r c h a n g e a b l y wi t h t h e t e r m ‘ d i s a d v a n t a g e d ’ . A t h ir d a n d m o r e r e c e n t u s e o f t h e t e r m c o n s u m e r v u l n e r a b i l i t y i s t o r e g a r d c o n s u m e r v u l n e r a b i l i t y i n a m o r e n u a n c e d m a n n e r. Vu l n e r a b i l i t y c a n c o m e i n a r a n g e o f g u i s e s , a n d c a n b e t e m p o r a r y , s p o r a d i c o r p e r m a n e n t i n n a t u r e . We c a n a l l b e c o m e v u l n e r a b l e , f o r e x a m p l e , b y b e r e a v e m e n t , o r a n i l l n e s s d i a g n o s i s . Vu l n e r a b i l i t y i s a l s o n o t j u s t t o d o wi t h t h e s i t u a t i o n o f t h e c o n s u m e r. A SERVICE STANDARD FOR CONSUMER VULNERABILITY STANDARDS ASIA || PAGE 4 WRITTEN BY SHIVANI SOTHIRACHAGAN Senior Associate Compliance Unit Digi Communications, Malaysia STANDARDS MATTER | ISSUE 6
STANDARDS ASIA STANDARDS MATTER || PAGE 5 Consumer vulnerability as dealt with in the U N G CP Th e l a n d m a r k UNCGP a d o p t e d b y c o n s e n s u s b y t h e UN Ge n e r a l As s e m b l y i n 1 9 8 5 , (UNCGP 1 9 8 5 ) m a k e s s p e c i a l m e n t i o n o f t h e n e e d s o f c o n s u m e r s i n d e v e l o p i n g c o u n tri e s e v e n i n t h e f ir s t p a r a g r a p h o f t h e Pr e a m b l e . Th i s s p e c i a l a t t e n t i o n t o c o n s u m e r s i n d e v e l o p i n g c o u n tri e s i s r e f l e c t e d i n t h e Pr e a m b l e . Th i s s p e c i a l a t t e n t i o n t o c o n s u m e r s i n d e v e l o p i n g c o u n tri e s i s a l s o r e i t e r a t e d i n two o f t h e g u i d e l i n e s . I t i s i n c l u d e d i n Gu i d e l i n e 1 (i n t h e s e c t i o n o n Ob j e c t i v e s ) a n d a g a i n i n Gu i d e l i n e 3 8 (i n Se c t i o n G. M e a s u r e s r e l a t i n g t o s p e c i f i c a r e a s ). Th e UNGCP wa s a m e n d e d i n 1 9 9 9 (UNGCP 1 9 9 9 ) a n d t h e r e b y e x t e n d e d t h e s p e c i a l f o c u s o n c o n s u m e r s i n d e v e l o p i n g c o u n tri e s , a l s o t o c o n s u m e r s i n c o u n tri e s wi t h e c o n o m i e s i n tr a n s i t i o n . Th i s f o r m u l a t i o n h a s a l s o b e e n m a i n t a i n e d i n t h e 2 0 1 5 a m e n d m e n t s t o t h e UNGCP (UNGCP 2 0 1 5 ). Th e t e r m ‘ v u l n e r a b l e ’ i s n o t u t i l i z e d i n t h e UNGCP 1 9 8 5 ; h owe v e r, t h e r e i s o n e m e n t i o n o f t h e t e r m ‘ d i s a d v a n t a g e d c o n s u m e r s ’ . Th e UNGCP 1 9 9 9 m a i n t a i n e d t h i s f o r m u l a t i o n . I t i s i n t h e UNGCP 2 0 1 5 v e r s i o n t h a t t h e t e r m ‘ v u l n e r a b l e a n d d i s a d v a n t a g e d c o n s u m e r s ’ i s f ir s t u t i l i z e d . Ve r y s i g n i f i c a n t l y , i t i s n ow i n c l u d e d i n Se c t i o n I I I Ge n e r a l Pri n c i p l e s a n d i n Se c t i o n IV Pri n c i p l e s o f g o o d b u s i n e s s p r a c t i c e s . Th e s e c t i o n o n g e n e r a l p ri n c i p l e s n ow p r o v i d e s t h a t t h e l e g i t i m a t e n e e d s wh i c h t h e g u i d e l i n e s a r e i n t e n d e d t o m e e t a r e i n t e r a l i a t h e p r o t e c t i o n o f v u l n e r a b l e a n d d i s a d v a n t a - g e d c o n s u m e r s ”. Th e t e r m i s a l s o u s e d i n f o u r o f t h e Gu i d e l i n e s . Th e s e a r e t h e Gu i d e l i n e s s p e c i f y i n g Pri n c i p l e s f o r g o o d b u s i n e s s p r a c t i c e s , t h a t wh i c h d e a l s wi t h a l t e r n a t i v e d i s p u t e r e s o l u t i o n , t h a t wh i c h d e a l s wi t h d e v e l o p i n g e d u c a t i o n a n d i n f o r m a t i o n p r o g r a m m e s , a n d i n t h e m e a s u r e s r e l a t e d t o s p e c i f i c a r e a s , s p e c i a l m e n t i o n i s m a d e i n r e l a t i o n t o p u b l i c u t i l i t i e s . Th e UNGCP t h e r e f o r e r e c o g n i s e s t h a t t h e r e a r e c o n s u m e r s m o r e v u l n e r a b l e a n d d i s a d v a n t a g e d t h a n o t h e r s a n d r e q u ir e s t h a t a c c o u n t n e e d s t o b e t a k e n o f v u l n e r a b l e a n d d i s a d v a n t a g e d c o n s u m e r s . Th i s i s a v e r y s i g n i f i c a n t d e v e l o p m e n t . STANDARDS MATTER | ISSUE 6
Th e r e a r e e v e n t h o s e wh o wo u l d n o t u s e t h e t e r m ‘ v u l n e r a b l e c o n s u m e r s ’ b e c a u s e i t i s s t i g m a t i c ; t h e y wo u l d r a t h e r u s e t h e t e r m ‘ c o n s u m e r v u l n e r a b i l i t y ’ b e c a u s e : “The term vulnerable consumer s “ implies that vulnerability i s a cons - tant s tate and can be applied to set groups of people with cer tain charac ter i s ti c s , affec ting all of thei r t ransac tions and interac tions . In reality, vulnerability can affec t any consumer and cannot be applied to fixed, identifiable groups of consumer s with cer tain charac ter i s ti c s or per sonal c i r cums tances . ” STANDARDS MATTER|| PAGE 6 Th e UNGCP, h owe v e r, n e i t h e r p r o v i d e s a d e f i n i t i o n o f t h e t e r m s ‘ v u l n e r a b l e c o n s u m e r s ’ o r ‘ d i s a d v a n t a g e d c o n s u m e r s ’ n o r d o e s i t p r o v i d e a n e x h a u s t i v e l i s t o f t h e c a t e g o ri e s o f ‘ v u l n e r a b l e a n d d i s a d v a n t a g e d c o n s u m e r s ’ . I t m e r e l y s t a t e s t h a t d i s a d v a n t a g e d c o n s u m e r s e x i s t b o t h i n t h e r u r a l a n d u r b a n a r e a s a n d t h a t l ow i n c o m e c o n s u m e r s a n d t h o s e wi t h l ow o r n o - e x i s t e n t l i t e r a c y l e v e l s a r e d i s a d v a n t a g e d . Th o u g h t h e UNGCP 1 9 8 5 a n d UNGCP 1 9 9 9 , m a d e a c a l l e d f o r s p e c i a l c o n s i d e r a t i o n o f d i s a d v a n t a g e d c o n s u m e r s i n p o l i c y m a k i n g a n d p r o g r a m m e d e v e l o p m e n t , t h e r e wa s n o d e f i n i t i o n o f t h e t e r m ‘ p o l i c y ’ . Th e UNGCP 2 0 1 5 s e c t i o n o n Ge n e r a l Pri n c i p l e s r e m e d i e s t h i s . I t p r o v i d e s t h a t t h e l e g i t i m a t e n e e d s wh i c h t h e UNGCP a r e i n t e n d e d t o m e e t i n c l u d e t h e p r o t e c t i o n o f v u l n e r a b l e a n d d i s a d v a n t a g e d c o n s u m e r s . Vulnerable and di sadvantaged - what are we really talking about? Us e o f t h e t e r m s v u l n e r a b l e a n d d i s a d v a n t a g e d v a ri e s i n b o t h a c a d e m i c a n d g o v e r n m e n t p u b l i c a t i o n s . So m e u s e t h e t e r m s i n t e r c h a n g e a b l y ; o t h e r s tr e a t d i s a d v a n t a g e d c o n s u m e r s a s a s u b s e t o f v u l n e r a b l e c o n - s u m e r s . Ye t , o t h e r s s e e t h e d e f i n i n g c h a r a c - t e ri s t i c s o f d i s a d v a n t a g e ( p o v e rt y , i n a b i l i t y t o r e a d o r wri t e , o l d a g e , e t c .) a s m e r e l y i n d i c a t i v e ri s k f a c t o r s t o a s s e s s v u l n e r a b i l i t y . An e a rl y e f f o rt t o d i s t i n g u i s h t h e t e r m s ‘ v u l n e r a b l e a n d d i s a d v a n t a g e d ’ i s i n t h e 2 0 0 4 d i s c u s s i o n p a p e r o f Co n s u m e r Af f a ir s Vi c t o ri a e n t i t l e d Wh a t Do We M e a n b y Vu l n e r a b l e a n d Di s a d v a n t a g e d Co n s u m e r s ? Th a t p a p e r c l a ri f i e d t h a t : “ N ot all vulnerable consumer s are di sadvantaged consumer s . Some consumer s will be vulnerable only because of either temporary per sonal c i r cums tance that adver sely affec t s them in consumption; or adver se market, produc t or t ransac tion charac ter i s ti c s spec ifi c to a par ti cular pur chase, rather than thei r pur chases generally. Consumer vulnerability i s the broader concept, but both are relative and dynami c concept s . ” STANDARDS MATTER | ISSUE 6
M y p r e f e rr e d d e f i n i t i o n o f a v u l n e r a b l e c o n s u m e r i s t h a t o f t h e Eu r o p e a n Co m m i s s i o n . A c o m p r e h e n s i v e Eu r o p e a n Co m m i s s i o n s t u d y Co n s u m e r v u l n e r a b i l i t y a c r o s s k e y m a r k e t s i n t h e Eu r o p e a n Un i o n g i v e s a c o m p r e h e n s i v e d e f i n i t i o n o f c o n s u m e r v u l n e r a b i l i t y . A v u l n e r a b l e c o n s u m e r i s : “A consumer , who, as a result of soc io-demographi c charac ter i s ti c s , behavioural charac ter i s ti c s , per sonal s ituation, or market envi ronment: I s at higher r i sk of exper ienc ing negative out comes in the market; Has limited ability to maximi se hi s/her well -being; Has diffi culty in obtaining or as s imilating information; I s les s able to buy, choose or ac ces s suitable produc t s ; or I s more sus ceptible to cer tain marketing prac ti ces . ” STANDARDS MATTER || PAGE 7 A s tandard to identify and respond to consumer vulnerability Th e Bri t i s h St a n d a r d I n s t i t u t i o n i s s u e d i n 2 0 1 0 i t s l a n d m a r k s t a n d a r d o n c o n s u m e r v u l n e r a b i l i t y : BS 1 8 4 7 7 : 2 0 1 0 I n c l u s i v e s e r v i c e p r o v i s i o n - Re q u ir e m e n t s f o r i d e n t i f y i n g a n d r e s p o n d i n g t o c o n s u m e r v u l n e r a b i l i t y ( h e n c e f o rt h BS 1 8 4 7 7 ). I t i s a i m e d a t a l l s e r v i c e p r o v i d e r s a n d h a s p r o v e n t o b e h i g h l y e f f e c t i v e i n a d d r e s s i n g t h e i s s u e o f c o n s u m e r v u l n e r a b i l i t y . Th e s t a n d a r d wa s i n i t i a t e d b y p u b l i c i n t e r e s t g r o u p s a n d c i v i l s o c i e t y i n c l u d i n g Ci t i z e n s Ad v i c e , t h e Ro y a l Na t i o n a l I n s t i t u t e o f Bl i n d Pe o p l e a n d Co n s u m e r Fu t u r e s ( a t t h a t t i m e k n own a s Co n s u m e r Fo c u s ). Th e i n v o l v e m e n t d u ri n g i t s d e v e l o p m e n t s t a g e o f t h e s e o r g a n i z a t i o n s t h a t wo r k wi t h c o n s u m e r s i n s i t u a t i o n s o f v u l n e r a b i l i t y e n s u r e d t h a t t h e s t a n d a r d wa s s e n s i t i v e t o t h e n e e d s o f s u c h c o n s u m e r s . As n o t e d e a rl i e r, t h e s t a n d a r d p r e f e r s t h e u s e o f t h e t e r m ‘ c o n s u m e r v u l n e r a b i l i t y ’ a n d n o t ‘ v u l n e r a b l e c o n s u m e r s ’ . Ne v e rt h e l e s s , o r g a n i s a t i o n s t h a t h a v e s i n c e a d o p t e d t h e s t a n d a r d h a v e d e f i n e d t h e t e r m ‘ v u l n e r a b l e c o n s u m e r s ’ t o s u i t t h e ir p a rt i c u l a r m a n d a t e s . BS 1 8 4 7 7 s e t s o u t wi t h c l a ri t y i t s s c o p e , t h e g u i d i n g p ri n c i p l e s f o r i n c l u s i v e s e r v i c e p r o v i s i o n , i d e n t i f i c a t i o n o f t h e ri s k f a c t o r s , t h e r e q u ir e d r e v i ew o f t h e e x i s t i n g s e r v i c e , t h e i m p l e m e n t a t i o n o f a n i n c l u s i v e s e r v i c e t h a t a d d r e s s e s c o n s u m e r v u l n e r a b i l i t y , a n d t h e r e q u ir e d e n s u i n g c o m p l i a n c e , e v a l u a t i o n a n d i m p r o v e m e n t . Al s o i n c l u d e d i n t h e s t a n d a r d a r e two i n f o r m a t i v e An n e x e s wh i c h e x p l a i n p o t e n t i a l e f f e c t s o f c o n s u m e r v u l n e r a b i l i t y a n d s c e n a ri o s t o i l l u s tr a t e h ow o r g a n i z a t i o n s c a n h a n d l e s i t u a t i o n s b e t t e r. Th e p r a c t i c a l e x a m p l e s i l l u s tr a t e h ow o r g a n i s a t i o n s c a n i d e n t i f y v u l n e r a b l e c o n s u m e r s a n d tr e a t t h e m f a irl y . BS 1 8 4 7 7 a l s o c o v e r s a s p e c t s s u c h a s h i g h -l e v e l p o l i c i e s , f l e x i b i l i t y a t t h e fr o n t l i n e , s t a f f tr a i n i n g , f a ir m a r k e t i n g a n d s a l e s , a n d p r o v i d i n g a r a n g e o f c o n t a c t m e t h o d s a n d a c c e s s i b l e i n f o r m a t i o n f o r m a t s . STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 8 Th e e n d o r s e m e n t g i v e n BS1 8 4 7 7 b y t h e Bri t i s h g o v e r n m e n t a n d r e g u l a t o r s h a s l e d t o i t s g r e a t e r a c c e p t a n c e . Th o u g h t h e i n i t i a l a d o p t i o n o f t h e s t a n d a r d wa s l a r g e l y c o n f i n e d t o t h e f i n a n c i a l s e r v i c e s s e c t o r a n d t h e u t i l i t y c o m p a n i e s , i t s a d o p t i o n h a s o v e r t i m e b e c o m e m o r e wi d e s p r e a d . Th e f o l l owi n g a r e i l l u s tr a t i v e o f i n i t i a t i v e s s p u rr e d b y BS 1 8 4 7 7 t h a t r e s u l t e d i n p o s i t i v e o u t c o m e s : Financ i a l Ombudsman Se r v i c e (FOS) - Th e FOS wh i c h wa s e s t a b l i s h e d i n 2 0 0 0 a n d g i v e n s t a t u t o r y p owe r s i n 2 0 0 1 b y t h e Fi n a n c i a l Se r v i c e s a n d M a r k e t s Ac t 2 0 0 0 h e l p s s e t t l e d i s p u t e s b e twe e n c o n s u m e r s a n d UK b a s e d f i n a n c i a l s e r v i c e p r o v i d e r s . I t wa s t h e f ir s t o r g a n i s a t i o n t o a d o p t BS 1 8 4 7 7 a n d wa s s h owc a s e d i n t h e 2 0 1 3 BSI wh i t e p a p e r f o r s e r v i c e p r o v i d e r s e n t i t l e d Pr o v i d i n g f a ir, f l e x i b l e a n d i n c l u s i v e s e r v i c e s - a b u s i n e s s p e r s p e c t i v e . I n Au g u s t 2 0 1 5 , t h e FOS p u b l i s h e d a n i n d e x o f twe l v e c a s e s t u d i e s i l l u s tr a t i n g t h e t y p e s o f s i t u a t i o n s wi t h b a n k s a n d i n s u r a n c e c o m p a n i e s t h a t t h e FSO i s c a l l e d i n t o wh e r e t h e c o n s u m e r s i n v o l v e d c o u l d b e d e s c ri b e d a s v u l n e r a b l e . Th e c a s e s t u d i e s g i v e e x a m p l e s o f t h e FSO’ s a p p r o a c h t o h a n d l i n g t h e c a s e s , wi t h e x a m p l e s , o n t h e FSO we b s i t e . Sec tor regulator s Ad o p t i o n o f BS 1 8 4 7 7 b y t h e s e c t o r r e g u l a t o r s wa s i n m o s t i n s t a n c e s a c c o m p a n i e d b y r e p o rt s / c o n s u l t a t i o n p a p e r s wh i c h d e a l t wi t h c o n s u m e r v u l n e r a b i l i t y i n t h e r e s p e c t i v e r e g u l a t e d s e c t o r. Th i s wa s t h e c a s e wi t h t h e Fi n a n c i a l Co n d u c t Au t h o ri t y (FCA), t h e Of f i c e o f Ga s a n d El e c tri c i t y M a r k e t s (Of g e m ), t h e Wa t e r Se r v i c e s Re g u l a t i o n Au t h o ri t y (Ofwa t) a n d t h e Of f i c e o f Co m m u n i c a t i o n s (Of c o m ). An o t h e r e a rl y a d o p t e r o f BS 1 8 4 7 7 , t h e L e g a l Se r v i c e s Co n s u m e r Pa n e l , p u b l i s h e d a r e p o rt e n t i t l e d Re c o g n i s i n g a n d r e s p o n d i n g t o c o n s u m e r v u l n e r a b i l i t y : A g u i d e f o r l e g a l s e r v i c e s r e g u l a t o r i n Oc t o b e r 2 0 1 4 . Th e L e g a l Se r v i c e s Bo a r d i t s e l f s u b s e q u e n t l y u p d a t e d i t s c o n s u m e r t o o l k i t t o i n c o r p o r a t e l e s s o n s fr o m BS 1 8 4 7 7 . Th e s e d o c u m e n t s we r e c o m p l e m e n t e d b y n u m e r o u s r e p o rt s fr o m p u b l i c i n t e r e s t g r o u p s a n d c i v i l s o c i e t y . Ea c h o f t h e s e d e a l t wi t h h ow c o n s u m e r v u l n e r a b i l i t y m a y b e i d e n t i f i e d a n d r e s p o n d e d t o . Ta s k f o r c e s we r e e s t a b l i s h e d t o i m p l e m e n t p r o g r a m m e s i n t h e i n t e r e s t o f c o n s u m e r s i n s i t u a t i o n s o f v u l n e r a b i l i t y . An e x a m p l e i s t h e Fi n a n c i a l Se r v i c e s Vu l n e r a b i l i t y Ta s k f o r c e e s t a b l i s h e d b y Bri t i s h Ba n k i n g As s o c i a t i o n . M e m b e r s h i p i n t h e t a s k f o r c e i s o f f i n a n c i a l s e r v i c e p r o v i d e r s , c h a ri t i e s a n d c o n s u m e r g r o u p s . Th i s t a s k f o r c e p u b l i s h e d i t s f ir s t r e p o rt i n Fe b r u a r y 2 0 1 6 o u t l i n i n g b e s t p r a c t i c e r e c o m m e n d a t i o n s f o r t h e i n d u s tr y a n d a s u m m a r y r e p o rt i n Oc t o b e r 2 0 1 8 r e v i ewi n g p r o g r e s s i n i m p l e m e n t a t i o n . Th e UK Re g u l a t o r s Ne two r k (UKRN) h a s a p r o g r a m m e e n t i t l e d ‘Pr o m o t i n g f a ir n e s s f o r a l l c o n s u m e r s ’ wh i c h c h a m p i o n s “ s u c c e s s wh e r e i n n o v a t i v e a p p r o a c h e s a r e t a k e n t o d e l i v e ri n g p o s i t i v e e x p e ri e n c e s f o r c o n s u m e r s , i n c l u d i n g t h o s e i n v u l n e r a b l e c ir c u m s t a n c e s ”. St a n d a r d s o f t e n t e n d t o r e m a i n u n i m p l e m e n t e d u n l e s s t h e r e i s a p p r o p ri a t e s u p p o rt f o r t h e ir a d o p t i o n . BS1 8 4 7 7 r e c e i v e d i n c r e a s e d tr a c t i o n b e c a u s e i t wa s m a n d a t e d b y s e c t o r r e g u l a t o r s , i n c l u d i n g t h e UK Fi n a n c i a l Co n d u c t Au t h o ri t y (FCA) a n d t h e r e g u l a t o r s o f t h e u t i l i t i e s (Of g e m , Of c o m a n d Ofwa t) I n 2 0 1 5 , t h e FCA i s s u e d a n i m p o rt a n t o c c a s i o n a l p a p e r o n v u l n e r a b l e c o n s u m e r s t h a t s e t t h e b a r f o r a l l f i n a n c i a l s e r v i c e p r o v i d e r s t o i d e n t i f y a n d p r o v i d e f o r c o n s u m e r v u l n e r a b i l i t y . STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 9 FCA e n f o r c e m e n t a c t i o n t a k e s i n t o a c c o u n t wh e t h e r a b r e a c h o f t h e d u t y t o tr e a t c u s t o m e r s f a irl y h a d a n e f f e c t o n p a rt i c u l a rl y v u l n e r a b l e p e o p l e , wh e t h e r i n t e n t i o n a l l y o r o t h e rwi s e , wh e n d e t e r m i n i n g t h e s e ri o u s n e s s o f a r u l e b r e a c h b y a f ir m o r a n i n d i v i d u a l . I n a s s e s s i n g t h e e f f e c t o f a b r e a c h o n a v u l n e r a b l e p e r s o n , t h e FCA t a k e s i n t o a c c o u n t , a m o n g o t h e r t h i n g s , t h e i n c o n v e n i e n c e a n d s tr e s s c a u s e d t o t h e p e r s o n , a s we l l a s f i n a n c i a l l o s s . Th e s e ri o u s n e s s o f t h e b r e a c h i s r e l e v a n t t o t h e l e v e l o f p e n a l t y t h a t i s i m p o s e d − t h e m o r e s e ri o u s t h e b r e a c h , t h e h i g h e r t h e l e v e l o f p e n a l t y . Th e s t a t u t o r y o b l i g a t i o n o f t h e Of f i c e o f Ga s a n d El e c tri c i t y M a r k e t s (Of g e m ), t h e Wa t e r Se r v i c e s Re g u l a t i o n Au t h o ri t y (Ofwa t) a n d t h e Of f i c e o f Co m m u n i c a t i o n s (Of c o m ) r e q u ir e s t h a t t h e ir s t a t u t o r y o b l i g a t i o n i s a l s o t o , i n c a rr y i n g o u t t h e ir r e s p e c t i v e f u n c t i o n s t o p r o t e c t t h e i n t e r e s t s o f c o n s u m e r s . Fo r t h i s t h e y a r e t o h a v e r e g a r d t o t h e i n t e r e s t s o f i n d i v i d u a l s wh o a r e d i s a b l e d o r c h r o n i c a l l y s i c k , o f p e n s i o n a b l e a g e , wi t h l ow i n c o m e s , a n d t h o s e r e s i d i n g i n r u r a l a r e a s . Th e l i s t o f c a t e g o ri e s o f d i s a d v a n t a g e d c o n s u m e r s i s n o t a c l o s e d l i s t . Th e r e l e v a n t s t a t u t e s s p e c i f i c a l l y p r o v i d e t h a t i t i s “ n o t t o b e t a k e n a s i m p l y i n g t h a t r e g a r d m a y n o t b e h a d t o t h e i n t e r e s t s o f o t h e r d e s c ri p t i o n s o f c o n s u m e r”. Pu r s u a n t t o t h i s s t a t u t o r y o b l i g a t i o n a n d t h e r e q u ir e m e n t s o f t h e s e c t o r r e g u l a t o r s Of g e m , Ofwa t a n d Of c o m h a v e e n c o u r a g e d b e s t p r a c t i c e s a m o n g u t i l i t y s u p p l i e r s , u s i n g r e s e a r c h t o i d e n t i f y e f f e c t i v e wa y s t o a d d r e s s p o v e rt y a n d h e l p v u l n e r a b l e c u s t o m e r s . Th e u t i l i t y r e g u l a t o r s h a d a s t a t u t o r y d u t y a n d a c u l t u r e o f p r o v i d i n g f o r c a t e g o ri e s o f v u l n e r a b l e c o n s u m e r s e v e n b e f o r e BS1 8 4 7 7 wa s d e v e l o p e d . BS 1 8 4 7 7 p r o v i d e d a n o p p o rt u n i t y t o r e c o n s i d e r t h e ir u n d e r s t a n d i n g o f c o n s u m e r v u l n e r a b i l i t y a n d f a irl y c a t e r f o r c o n s u m e r s wh o m a y b e i n s i t u a t i o n s o f v u l n e r a b i l i t y . Signifi cant Role of Civil Soc iety BS1 8 4 7 7 wa s a c h i e v e d v e r y m u c h b y t h e e f f o rt o f c i v i l s o c i e t y o r g a n i s a t i o n s - t h e ir s u s t a i n e d c a m p a i g n s , s tr a t e g i c a l l i a n c e s , a n d c o l l a - b o r a t i o n wi t h l i k e m i n d e d p e r s o n n e l o f i n d u s tr y , g o v e r n m e n t a g e n c i e s , a n d r e g u l a t o r s a n d wi t h t h e Bri t i s h St a n d a r d s I n s t i t u t i o n . Th i s wa s f o l l owe d b y a n u m b e r o f e x c e l l e n t r e p o rt s b y c i v i l s o c i e t y o r g a n i s a t i o n s a d v o c a t i n g t h e n e e d t o a d o p t t h e s t a n d a r d a n d t h e m a n n e r i n wh i c h v u l n e r a b l e c o n s u m e r s c a n b e c a t e r e d f o r f a irl y . Ci v i l s o c i e t y o r g a n i s a t i o n s c o n t i n u e t o p l a y a r o l e a s a d v i s e r s a n d c o n s u l t a n t s t o r e g u l a t o r y a g e n c i e s i m p l e m e n t i n g p r o g r a m m e s f o r a d d r e s s i n g c o n s u m e r v u l n e r a b i l i t y a n d i d e n t i f y i n g wh e r e t h e r e i s a n e e d f o r i n t e r v e n t i o n / a d v o c a c y i n t h e i n t e r e s t o f c o n s u m e r s i n v u l n e r a b l e s i t u a t i o n s . STANDARDS MATTER | ISSUE 6
Co n s u m e r v u l n e r a b i l i t y i s a m a t t e r o f u r g e n t c o n c e r n ; a d d r e s s i n g i t wi l l d e l i v e r we l f a r e o u t c o m e s t o b e n e f i t t h e v u l n e r a b l e a n d d i s a d v a n t a g e d . Th e a d o p t i o n o f a c o n s u m e r v u l n e r a b i l i t y s t a n d a r d wi l l g r e a t l y f a c i l i t a t e t h i s . I t wi l l p r o v i d e a l e g a l fr a m ewo r k wh i c h s e c t o r r e g u l a t o r s c a n u s e t o c l a ri f y t h e r e s p o n s i b i l i t i e s o f t h e r e g u l a t e d e n t i t i e s u n d e r t h e ir p u r v i ew a s r e g a r d s c o n s u m e r v u l n e r a b i l i t y . Th e y c a n r e q u ir e t h e r e g u l a t e d e n t i t i e s t o i n tr o d u c e a p p r o p ri a t e m e a s u r e s a n d s p e c i f y t h e p e rf o r m a n c e i n d i c e s t h a t t h e y h a v e t o m e e t . Su c h a s t a n d a r d wi l l e n a b l e c o r p o r a t i o n s t o u n d e r s t a n d h ow t h e y m a y i d e n t i f y a n d r e s p o n d t o v u l n e r a b i l i t y a m o n g s t t h e ir c o n s u m e r s : wh a t t h e y n e e d t o d o t o e n s u r e t h a t a l l t h e ir c o n s u m e r s a n d e s p e c i a l l y t h o s e i n v u l n e r a b l e s i t u a t i o n s a r e tr e a t e d f a irl y . I t wi l l a l s o e n a b l e c i v i l s o c i e t y t o n o t o n l y t o s e r v e i n d i v i d u a l c o n s u m e r s wh o a r e i n a s i t u a t i o n o f v u l n e r a b i l i t y b u t a l s o t o a d d r e s s t h e s y s t e m i c a s p e c t s o f c o n s u m e r v u l n e r a b i l i t y . I t wi l l p e r m i t c i v i l s o c i e t y t o c a m p a i g n f o r a n d m o n i t o r t h e p o l i c i e s , p r o g r a m m e s a n d p r o j e c t s t h a t n e e d t o b e i n p l a c e t o e n s u r e t h a t c o n s u m e r v u l n e r a b i l i t y i s a d d r e s s e d e f f e c t i v e l y . I t i s h o p e d t h a t a s t a n d a r d o n c o n s u m e r v u l n e r a b i l i t y wi l l b e a d o p t e d s o o n i n M a l a y s i a t o p r o t e c t v u l n e r a b l e a n d d i s a d v a n t a g e d c o n s u m e r s . An ISO s tandard on consumer vulnerability Th e f o r e g o i n g d i s c u s s i o n o f t h e a d o p t i o n i n t h e UK o f BS1 8 4 7 7 i n d i c a t e s t h e i m p o rt a n t o u t c o m e s a s t a n d a r d wi t h a p p r o p ri a t e s u p p o rt m e c h a n i s m c a n y i e l d . Th e I n t e r n a t i o n a l St a n d a r d s Or g a n i z a t i o n h a s n ow a d o p t e d a s i m i l a r s t a n d a r d 2 7 i n f o r m e d b y t h e v e r y p o s i t i v e e f f e c t s o f t h e a d o p t i o n o f BS1 8 4 7 7 i n t h e UK. St a n d a r d s M a l a y s i a wa s r e p r e s e n t e d i n t h e Wo r k i n g Gr o u p t h a t wa s r e s p o n s i b l e t o d r a f t t h e s t a n d a r d . St a n d a r d s M a l a y s i a h a s a l s o e s t a b l i s h e d a m irr o r c o m m i t t e e o n c o n s u m e r v u l n e r a b i l i t y u n d e r t h e p u r v i ew o f i t s Na t i o n a l St a n d a r d s Co m m i t t e e o n Co n s u m e r I n t e r e s t wi t h a wi d e m e m b e r s h i p o f r e p r e s e n t a t i v e s fr o m r e l e v a n t g o v e r n m e n t a g e n c i e s , a c a d e m i c i n s t i t u t i o n s a n d v e r y i m p o rt a n t l y , r e p r e s e n t a t i v e s o f c i v i l s o c i e t y a n d o r g a n i s a t i o n s r e p r e s e n t i n g v u l n e r a b l e c o n s u m e r s t o p r e p a r e f o r t h e a d o p t i o n i n M a l a y s i a o f t h e ISO s t a n d a r d o n c o n s u m e r v u l n e r a b i l i t y . A p u b l i c p r e s e n t a t i o n o n t h e p r o p o s e d ISO s t a n d a r d wa s h e l d d u ri n g t h e p u b l i c c o n s u l t a t i o n t h a t wa s h e l d b y St a n d a r d s M a l a y s i a o n 8 J u l y 2 0 2 1 . ISO/DIS 22458 Consumer vulnerability – Requirements and guidelines for the design and delivery of inclusive service Standards can play a vital role in improving outcomes for vulnerable consumers, by detailing good practice for organizations such as government, public authorities, manufacturers, retailers and service providers. STANDARDS MATTER || PAGE 10 STANDARDS MATTER | ISSUE 6 “Voluntary commitments and ISO standards can go a long way in improving the welfare of vulnerable and disadvantaged consumers, especially in developing countries" Shivani Sothirachagan at UNCTAD’s intergovernmental meeting on consumer protection on July 2021
e n e r g y i s m o r e a b o u t m a n a g i n g t h e p e o p l e t h a n m a n a g i n g e q u i p m e n t i n t h e o r g a n i s a t i o n . Wh e n I s t a rt e d e x p l o ri n g t h e o p p o rt u n i t i e s t o f u rt h e r d e v e l o p m y c a r e e r i n e n e r g y m a n a g e m e n t m a n y y e a r s a g o , I h a d t h e i m p r e s s i o n t h a t b e i n g a t e c h n i c a l l y s o u n d p e r s o n wo u l d b e t h e s tr o n g e s t a d v a n t a g e f o r m e t o e x c e l o r t o c o n v i n c e o t h e r s t o s a v e t h e ir e n e r g y c o s t . Howe v e r, t h a t p e r c e p t i o n s t a rt e d t o s l owl y v a n i s h a s I a m m o v i n g f u rt h e r e x p l o ri n g e n e r g y m a n a g e m e n t wi t h d i f f e r e n t r o l e s i n d i f f e r e n t o r g a n i s a t i o n s . I t h a s b e e n o f t e n s e e n t h a t v e r y b ri l l i a n t a n d a m a z i n g e n g i n e e ri n g s o l u t i o n s p r o p o s e d b y m a n y b e i n g t u r n e d d own d e s p i t e i t s u n d i s p u t e d b e n e f i t s , p r o v e n s u c c e s s s t o ri e s a n d a s s u r a n c e t h a t a l l t h a t wi l l wo r k t o d e l i v e r t h e p r o m i s e d r e s u l t s . I wa s b a f f l e d a n d c l u e l e s s o n wh y s u c h t h i n g s c a n h a p p e n u n t i l I r e a l i z e d t h e k e y i s s u e s t h a t I m u s t u n d e r s t a n d a n d wh a t t o d o t o a s s o l u t i o n s . Be i n g o u t h e r e t o d a y i n t h e m a r k e t tr y i n g t o s e l l m y s e r v i c e s a s a c o n s u l t a n t h a s s tr e n g t h e n m y f e e l i n g t h a t e n e r g y m a n a g e m e n t i s f a r b e y o n d j u s t c o m p e t e n c i e s i n p r o v i d i n g t e c h n i c a l o r e n g i n e e ri n g s o l u t i o n s . Fi n a l l y , I r e a l i z e d t h a t i t i s n o t a l l a b o u t h ow g o o d i s t h e s o l u t i o n s a n d h ow m u c h i t c a n s a v e e n e r g y c o s t s b u t i t i s m o r e a b o u t h ow t h e y s e e e n e r g y wi t h t h e ir r o l e s i n o r g a n i s a t i o n s a n d i n t h e ir l i f e . Wh o d e c i d e s a b o u t e n e r g y i n a n y p l a c e o r a t t h e o r g a n i z a t i o n i s a m o n g t h e m o s t i m p o rt a n t p a rt t o m a k e t h e d i f f e r e n c e . Th e n wh o c a n i n f l u e n c e t h o s e wh o h a v e t h e f i n a l s a y i n e n e r g y r e l a t e d d e c i s i o n s a n d t h e s e p e o p l e a r e a l s o m a t t e r s . Fi n a l l y , i t c o m e s t o wh o b e a r t h e c o s t s o f e n e r g y o r wh o i s p a y t h e e n e r g y b i l l s a n d t h e y a r e u l t i m a t e l y m a t t e r s t h e m o s t . Th e n I c a m e i n t o a c o n c l u s i o n t h a t m a n a g i n g t h e s e p e o p l e a n d o t h e r s wh o a r e u n d e r t h e ir c o m m a n d o r e m p l o y e d b y t h e m a r e t h e m o s t c ri t i c a l f a c t o r s i n e f f e c t i v e a n d s u c c e s s f u l e n e r g y m a n a g e m e n t p r o g r a m i n a n y e n t i t y . I t i s a l l a b o u t m a n a g e m e n t o f t h e h u m a n b e c a u s e t h e r e a r e t h e o n e wh o u s e , s e l e c t , o p e r a t e , m a i n t a i n a n d p a y f o r a n y t h i n g t h a t u s i n g e n e r g y i n t h e ir d a y t o d a y l i f e a t wo r k a n d h o m e . Ev e r y o n e i s l o o k i n g a t h ow t h e y u s e e n e r g y d i f f e r e n t l y . Th e c h a l l e n g e i n p r o m o t i n g e f f i c i e n t u s e o f e n e r g y i s t o c o n v e y t h e s a m e m e s s a g e t o d i f f e r e n t g r o u p s o f p e o p l e i n t h e o r g a n i s a t i o n t h r o u g h e f f e c t i v e m e a n s o f c o m m u n i c a t i o n . STANDARDS MATTER || PAGE 11 ENERGY MANAGEMENT AND WHY ADOPTING STANDARD TO MAKE IT WORK? MANAGING WRITTEN BY ZAINI ABDUL WAHAB Founder & Principal Consultant Green Pacer Sdn.Bhd. STANDARDS MATTER | ISSUE 6
I t d o e s n o t m a t t e r t o t h e m b e c a u s e t h e y d o n o t p a y e n e r g y b i l l s t h e m s e l v e s . Th e r e h a v e b e e n n o e n e r g y s u p p l y p r o b l e m s a n d t h e u s e o f e n e r g y t h a t m a k i n g t h e m f e e l i s n o t t h e ir j o b t o s a v e e n e r g y . Ex i s t i n g d u t i e s a n d t a s k s a r e t h a t m u c h , a n d t h e y h a v e n o t i m e t o t h i n k a b o u t e n e r g y . No b a s i s t o d o a n y t h i n g o r c l e a r d ir e c t i v e s fr o m t h e t o p m a n a g e m e n t o n h ow t h e y s u p p o s e d t o u s e e n e r g y i n m o r e e f f i c i e n t l y . Wh y t h e y d o n o t r e a l l y c a r e a b o u t h ow t h e y u s e e n e r g y a t t h e ir wo r k p l a c e ? Ba s e d o n e x p e ri e n c e s a s a c o n s u l t a n t i n c o m m u n i c a t i n g wi t h d i f f e r e n t l e v e l a n d g r o u p o f p e o p l e i n m a n y o r g a n i s a t i o n s , I b e l i e v e t h e f o l l owi n g c o u l d b e a m o n g t h e p o s s i b l e m a i n r e a s o n s : Then how about the dec i s ion maker s or the top management? Wh y t h e y s e e m t o i g n o r e t h e i m p o rt a n c e o f m a n a g i n g t h e e n e r g y e f f i c i e n t l y t o o . Ag a i n , fr o m c o m m u n i c a t i n g wi t h m a n y t y p e s o f p e o p l e a t m a n y o r g a n i z a t i o n s i n p u b l i c a n d p ri v a t e s e c t o r s o v e r t h e y e a r s , I b e l i e v e t h e s e c o u l d b e t h e r e a s o n s : M o s t d e c i s i o n s m a k e r s s i t t i n g i n t h e d e c i s i o n - m a k i n g c h a ir s a r e n o t wi t h t e c h n i c a l b a c k g r o u n d a n d t h e ir d e c i s i o n s o n e n e r g y m a t t e r s a r e n o t c o n n e c t e d t o e n e r g y i n m a n y b u s i n e s s d e c i s i o n s . Co n c e r n s o n e n e r g y e f f i c i e n c y o f t e n h i g h l i g h t e d a n d p r o p o s e d b y t h e t e c h n i c a l p e r s o n n e l o r m a n a g e r s a n d t h e s e a lwa y s b e e n s e e n a s o p e r a t i o n a l m a t t e r s t h a t h a v e l i t t l e e f f e c t s o n b u s i n e s s p e rf o r m a n c e d ir e c t l y . Time management is about making good time. ENERGY management is about making time good. Nido Qubein STANDARDS MATTER || PAGE 12 STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 13 Th e f o c u s i s m o r e o n c o r e b u s i n e s s e s o f t h e o r g a n i s a t i o n wh e r e m o r e p r o f i t s a s a lwa y s a s s o c i a t e d wi t h m o r e p r o d u c t i o n o u t p u t s , q u a l i t y a n d t e c h n o l o g y i m p r o v e m e n t r e l a t e d m a t t e r s a n d m o r e s a l e s a s r e v e n u e g e n e r a t i n g s tr a t e g i e s a n d a c t i v i t i e s . En e r g y c o s t i s t o o s m a l l c o m p a r e t o o v e r a l l o p e r a t i o n a l c o s t s o f t h e o r g a n i s a t i o n a n d p o t e n t i a l s e n e r g y c o s t s s a v i n g s fr o m e n e r g y m a n a g e m e n t d o n o t tri g g e r o r a t tr a c t m u c h i n t e r e s t o f t h e t o p m a n a g e m e n t . M a n y d e c i s i o n m a k e r s a r e s t i l l n o t c o n v i n c e d a b o u t t h e r e s u l t s c a n b e a c h i e v e d e s p e c i a l l y wi t h t h e f a i l u r e o f t h e p r o p o n e n t s o f e n e r g y s a v i n g s o l u t i o n s t o c o n v i n c e t h e m a s v i a b l e a n d a t tr a c t i v e b u s i n e s s p r o p o s a l s i n s t e a d o f j u s t a s t e c h n i c a l p r o p o s a l s . L o o k i n g a n d a s s e s s i n g a l l t h e a b o v e p o i n t s , I f i n a l l y m u s t a c k n owl e d g e t h a t b e i n g t e c h n i c a l l y b ri l l i a n t a n d a d v a n c e d p e r s o n s c o u l d b e j u s t n o t g o o d e n o u g h t o g e t e n e r g y m a n a g e m e n t m o v i n g f o rwa r d i n a n y o r g a n i s a t i o n . I d o n o t s e e e n g i n e e ri n g a p p r o a c h e s o r s o l u t i o n s wo u l d b e a b l e t o r e s o l v e i s s u e s r e l a t e d t o a t t i t u d e a n d h a b i t s i n u s i n g e n e r g y i n p e o p l e ' s l i f e . Sk i l l s a n d t e c h n i q u e s t o d e a l wi t h t h e h u m a n e s p e c i a l l y i n i n t e r a c t i o n wi t h t h e m a r e e q u a l l y i m p o rt a n t . Th e n I g r a d u a l l y c h a n g e d m y s tr a t e g i e s a n d a p p r o a c h e s i n s e l l i n g t h e i d e a o f e n e r g y m a n a g e m e n t t o p e o p l e fr o m d i f f e r e n t g r o u p s a n d l e v e l s i n e v e r y o r g a n i s a t i o n . M e s s a g e s o n t h e i m p o rt a n c e o f e n e r g y m a n a g e m e n t n e e d t o b e c o n v e y e d t o t h e m i n c a r e f u l l y p l a n n e d s tr a t e g i e s a n d a p p r o a c h e s f o r e a c h t a r g e t g r o u p . I n t h e s a m e t i m e , I h a v e b e e n a l s o q u i c k l y p o l i s h i n g m o r e o f m y s k i l l s r e l a t e d t o h u m a n b e h a v i o u r s a n d h ow t o h a n d l e a c c o r d i n g l y t o g e t t h e m e s s a g e s a c r o s s . Th e r e a l c h a l l e n g e i s a lwa y s a b o u t t h e a b i l i t y t h e c o n v i n c e d e c i s i o n m a k e r s t o l o o k a t e n e r g y m a n a g e m e n t a s o n e o f t h e s tr a t e g i c e l e m e n t s i n t h e ir o p e r a t i o n a l o r b u s i n e s s d e c i s i o n s wi l l tri g g e r t h e b i g g e r wa v e o f t h e i m p l e m e n t a t i o n a t t h e o r g a n i s a t i o n . STANDARDS MATTER | ISSUE 6
SAVING energy can be as simple as swi tching from incandescent l ight bulbs to CFL or LED versions En e r g y m a n a g e m e n t s y s t e m a n d s t a n d a r d Ap p l y i n g e n e r g y m a n a g e m e n t a p p r o a c h i s a n e f f e c t i v e s tr a t e g y t o i m p l e m e n t i n i t i a t i v e s t o r e d u c e e n e r g y c o s t s fr o m e n e r g y s a v i n g m e a s u r e s . Fo r o r g a n i s a t i o n s t o b e a b l e t o a c h i e v e s u s t a i n a b l e e n e r g y m a n a g e m e n t wh i c h i s m a i n l y t o e n s u r e s u s t a i n a b i l i t y i f e n e r g y e f f i c i e n c y i n i t i a t i v e s wi t h c h a n g e s i n t h e o r g a n i s a t i o n a n d p e r s o n n e l a n d d u e t o o t h e r f a c t o r s s u c h a s c o s t s , c o m p e t i t i v e n e s s , m a r k e t r e q u ir e m e n t s , d e p l e t i n g e n e r g y r e s o u r c e s , g r e e n c o m m i t m e n t s t owa r d s m i t i g a t i n g i m p a c t s o f g l o b a l wa r m i n g a n d e t c . Wi t h t h e u n c e rt a i n t y o f g l o b a l p ri c e s o n e n e r g y wh i c h f i n a l l y wi l l a f f e c t e n e r g y u s e r s i n a l l s e c t o r s , e n e r g y m a n a g e m e n t h a s b e c o m e a n e c e s s i t y a n d e n e r g y t o o h a s b e c o m e o n e o f t h e s tr a t e g i c r e s o u r c e s t h a t r e q u ir e s tr a t e g i c a t t e n t i o n i n m a n y o r g a n i s a t i o n s e s p e c i a l l y f o r b u s i n e s s o p e r a t o r s o r own e r s fr o m e n e r g y i n t e n s i v e i n d u s tri e s . Th e t y p i c a l b a s i c s tr u c t u r e o f a s u s t a i n a b l e e n e r g y m a n a g e m e n t s y s t e m i s i n a c y c l e wh i c h c o n s i s t s o f s i x m a i n c o m p o n e n t s n a m e l y c o m m i t m e n t fr o m t h e t o p m a n a g e m e n t , e n e r g y m a n a g e m e n t p o l i c y , e n e r g y p l a n n i n g , i m p l e m e n t a t i o n , s y s t e m c h e c k i n g a n d s y s t e m r e v i ew f o r i m p r o v e m e n t a s i l l u s tr a t e d i n t h e f i g u r e b e l ow. Th e i m p o rt a n c e o f e a c h e l e m e n t a s s h own i n t h e f i g u r e b e l ow wi l l d e p e n d o n a t wh a t s t a g e t h e o r g a n i s a t i o n wi l l s t a rt t h e ir e n e r g y m a n a g e m e n t i n i t i a t i v e s a n d f o r t h e m t o m o v e f o rwa r d i n h a v i n g a c o m p r e h e n s i v e a n d m o r e s u s t a i n a b l e s y s t e m i n p l a c e . STANDARDS MATTER || PAGE 14 To c o n v e y t h e k e y m e s s a g e s a n d c o n v i n c e t h e t o p m a n a g e m e n t t o i n d i c a t e t h e ir c o m m i t m e n t . To wo r k wi t h t e a m m e m b e r s i n t h e i n t e r n a l o r g a n i s a t i o n a n d i n s p ir e / m o t i v a t e t h e m . p e rf o r m t h e e n e r g y m a n a g e m e n t p l a n n i n g wo r k s t h a t wi l l i n v o l v e p e r s o n n e l fr o m o t h e r d e p a rt m e n t s . To c r e a t e awa r e n e s s t o a l l e m p l o y e e s o n t h e e n e r g y p o l i c y a n d t h e ir r o l e s a n d r e s p o n s i b i l i t i e s i n t h e i m p l e m e n t a t i o n . To o b t a i n o n - g o i n g f e e d b a c k fr o m p e r s o n n e l a n d d a t a g a t h e ri n g t o m o n i t o r e n e r g y p e rf o r m a n c e . To p r e p a r e a n d p r e s e n t p r o g r e s s a n d r e s u l t s o f t h e s y s t e m t o c o n v i n c e t h e t o p m a n a g e m e n t a g a i n t o c o n t i n u e t o g i v e t h e ir c o m m i t m e n t . Th e m a i n o b j e c t i v e i s o f t e n a b o u t t o i n s t i l t h e i m p o rt a n c e o f h a v i n g a s y s t e m a t i c a p p r o a c h a n d m e t h o d i n c o n n e c t i n g a l l l e v e l s o f p e o p l e i n t h e o r g a n i s a t i o n t o s h a r e c o m m o n g o a l s a n d s p iri t i n m a n a g i n g a n d u s i n g e n e r g y i n t h e ir own o r g a n i z a t i o n . Wh e n I s u m m a ri z e d a l l c o m p o n e n t s i n a n e n e r g y m a n a g e m e n t s y s t e m , I c l e a rl y c a n s e e a n d u n d e r s t a n d h ow c r u c i a l i s t h e p e o p l e ' s m a n a g e m e n t f a c t o r s i n h a v i n g a n e f f e c t i v e s y s t e m t o b e d e v e l o p , i m p l e m e n t , m o n i t o r a n d f i n a l l y wo r k i n g f o r f u rt h e r i m p r o v e m e n t s t o s u s t a i n a n d a c h i e v e b e t t e r r e s u l t s . I f y o u a r e a n e n g i n e e r a n d t e c h n i c a l l y s o u n d p e r s o n wi t h t h e i n t e n t i o n t o c h a m p i o n a n d d ri v e e n e r g y m a n a g e m e n t p r o g r a m i n y o u r o r g a n i s a t i o n , y o u m u s t a l s o p o s s e s s s k i l l s i n e f f e c t i v e c o m m u n i c a t i o n s t h a t wi l l h e l p y o u a l o t a l l t h e wa y . Th a t s k i l l s wi l l h e l p y o u t o b e m o r e e f f e c t i v e a n d t o f e e l m o r e c o n f i d e n t t o p e rf o r m t h e f o l l owi n g s : So , t h e a b i l i t y t o m a n a g e t h e p e o p l e wi l l d e t e r m i n e h ow s u c c e s s f u l a n d h ow g o o d t h e i n t e n d e d o u t p u t s o f e n e r g y m a n a g e m e n t p r o g r a m wi l l b e p r o d u c e d . Th e wa y f o rwa r d i s h ow t o s u s t a i n t h e p e rf o r m a n c e a n d t o g e t b e t t e r r e s u l t s b y u n d e r s t a n d i n g m o r e a b o u t h ow p e o p l e c a n b e m o r e m o t i v a t e d a n d e x c i t e d t o g e t m o r e b e n e f i t s fr o m e n e r g y m a n a g e m e n t i n t h e ir b u s i n e s s e s a n d l i f e . STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 15 T h e t y p i c a l s u s t a i n a b l e e n e r g y m a n a g e m e n t s y s t e m i m p l e m e n t a t i o n c y c l e f o r o r g a n i s a t i o n s l ow a n d n o - c o s t e n e r g y s a v i n g m e a s u r e s , t h e r e d u c t i o n fr o m 5% t o 1 0% o f t h e t o t a l e n e r g y c o n s u m p t i o n c o s t i s a c h i e v a b l e a n d c a n b e s u s t a i n e d i n a l o n g t e r m a s we l l . Wha t i s ISO5 0 0 0 1? Th e d e v e l o p m e n t , i m p l e m e n t a t i o n a n d p e rf o r m a n c e m o n i t o ri n g o f t h e e n e r g y m a n a g e m e n t s y s t e m c a n u s e k e y r e q u ir e m e n t s o u t l i n e d i n t h e ISO5 0 0 0 1 a s t h e r e f e r e n c e wh i c h i s a n i n t e r n a t i o n a l l y r e c o g n i z e d s t a n d a r d f o r e n e r g y m a n a g e m e n t s y s t e m . Th e ISO 5 0 0 0 1 o n En e r g y M a n a g e m e n t Sy s t e m wa s l a u n c h e d b y I n t e r n a t i o n a l St a n d a r d i z a t i o n Or g a n i s a t i o n o n 1 5 J u n e 2 0 1 1 . Th e s t a n d a r d l a t e r a d o p t e d b y M a l a y s i a a n d k n own a s M a l a y s i a n St a n d a r d M S ISO 5 0 0 0 1 : 2 0 1 1 En e r g y M a n a g e m e n t Sy s t e m s - Re q u ir e m e n t s wi t h Gu i d a n c e f o r Us e i n No v e m b e r 2 0 1 1 . Th e l a t e s t r e v i s e d v e r s i o n o f t h i s s t a n d a r d wa s l a u n c h e d i n 2 0 1 8 wi t h s o m e c h a n g e s t o m a k e m o r e s y n c h r o n i z e d wi t h c o m m o n r e q u ir e m e n t s o f o t h e r ISO s t a n d a r d s s u c h a s ISO 1 4 0 0 1 , ISO 4 5 0 0 1 a n d ISO 9 0 0 1 . Th e ISO5 0 0 0 1 i s a g l o b a l g u i d e o n r e q u ir e m e n t s t h a t e s t a b l i s h e s a fr a m ewo r k f o r c o m m e r c i a l , i n s t i t u t i o n a l , a n d g o v e r n m e n t a l f a c i l i t i e s ; a n d e n t ir e o r g a n i s a t i o n s t o m a n a g e e n e r g y e f f i c i e n t l y . I t i s t a r g e t i n g b r o a d a p p l i c a b i l i t y a c r o s s n a t i o n a l e c o n o m i c s e c t o r s ; i t i s e s t i m a t e d t o i n f l u e n c e u p t o 6 0 % o f t h e g l o b a l e n e r g y u s e . Th e a d o p t i o n o f ISO5 0 0 0 1 i n e n e r g y m a n a g e m e n t p r o g r a m d e v e l o p m e n t a n d i m p l e m e n t a t i o n wi l l a s s i s t i n f ir s t l y , t o p r o v i d e o r g a n i s a t i o n s wi t h t e c h n i c a l a n d m a n a g e m e n t s tr a t e g i e s t o i n c r e a s e e n e r g y e f f i c i e n c y , r e d u c e c o s t s , a n d i m p r o v e e n v ir o n m e n t a l p e rf o r m a n c e wi t h a r e c o g n i z e d fr a m ewo r k f o r i n t e g r a t i n g e n e r g y e f f i c i e n c y i n t o t h e o r g a n i s a t i o n ’ s m a n a g e m e n t p r a c t i c e s . Se c o n d l y , i t p r o v i d e s o r g a n i s a t i o n s a n a c c e s s t o a s i n g l e , h a r m o n i z e d s t a n d a r d f o r i m p l e m e n t a t i o n a c r o s s t h e o r g a n i s a t i o n wi t h a l o g i c a l a n d c o n s i s t e n t m e t h o d o l o g y f o r i d e n t i f y i n g a n d i m p l e m e n t i n g i m p r o v e m e n t s . STANDARDS MATTER | ISSUE 6 Fo r e x a m p l e , i f t h e o r g a n i s a t i o n i s s t a rt i n g fr o m t h e Bu s i n e s s As Us u a l (BAU) p r a c t i c e s o r e n e r g y i s n o t p r o p e rl y m a n a g e d o n h ow i t i s b e i n g u s e d i n t h e o r g a n i s a t i o n , o b t a i n i n g t h e c o m m i t m e n t fr o m t h e t o p m a n a g e m e n t wo u l d b e t h e m o s t i m p o rt a n t c h a l l e n g e t o o v e r c o m e . Th e f u n d a m e n t a l s o f t h e p r o p o s e d e n e r g y m a n a g e m e n t s y s t e m a r e b a s e d o n t h e Pl a n - Do -Ch e c k -Ac t i o n (PDCA) m a n a g e m e n t c y c l e c o n c e p t . I t h a s b e e n p r o v e n i n m a n y o r g a n i s a t i o n s t h a t b y a d o p t i n g a s y s t e m a t i c a p p r o a c h i n d e v e l o p i n g a n d i m p l e m e n t i n g e n e r g y m a n a g e m e n t s y s t e m c o u p l e d wi t h m a i n
The need to have leader ship and commitment from the top management to lead and sus tain the energy management program. The preparation and introduc tion of energy pol i c y together with the es tabl i shment of internal energy management organi sation with c learl y defined roles and respons ibi l ities of it s team member s . To es tabl i sh the energy management target s and the planning on how to achieve them The need to conduc ting energy rev iew and to es tabl i sh the energy performance indi cator s and energy base l ine as the benchmar k for improvement together with the plan on data col lec tion. To prov ide support s by the management with resour ces required to develop and implement the s y s tem and the requirement s to develop competent per sonnel through trainings , effec ti ve awarenes s programme and communi cation with al l interes ted parties The operation of the s y s tem with the need to es tabl i sh neces sar y operational planning and control s with the c riteria for the operation and maintenance ac ti v ities of fac i l ities , equipment, s y s tems and energy - us ing proces ses . The need to cons ider energy performance improvement opportunities in the des ign of energy effi c ient fac i l ities , equipment, infras truc ture, s y s tems and proces ses right from projec t s tage . To requirement to es tabl i sh c riteria in procurement of energy effi c ient equipment, ins trument and ser v i ces . Monitoring and measurement plan for energy performance evaluation and compl iance to the s y s tem requirement s . Identifi cation and ensuring compl iance agains t legal and other requirement s . Internal audit, management rev iew and control of document s and records The need to have a continual improvement plan for the developed and implemented s y s tem. In summar y , the ISO50001 outl ined the fol lowing requirement s for organi sations to have a comprehens i ve and sus tainable energy management program implementation to achieve their intended target s and for continual improvement s : 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. STANDARDS MATTER || PAGE 16 STANDARDS MATTER | ISSUE 6
SOLARIZE IT The energy management s y s tem implementation wi l l enable the organi sation to ensure al l employees to contribute in achiev ing the common objec ti ves and target s for al l it s energy management program for the company in long term. It i s expec ted with the proces s of development and implementation of effec ti ve energy management s y s tem, al l level s of per sonnel wi l l gradual l y embrace the energy effi c ientl y culture in their dai l y l ife at wor k and al so at home. Energy being seen differentl y by different t ypes of user in the organi sation. Effort s mus t be taken to ensure ever y energy user wi l l under s tand and play their roles ac cordingl y . In the nex t arti c le, I wi l l share more about the expec tations from the top management and tips on how to conv ince them for the organi sation to be able to develop and later implementing the energy management s y s tem effec ti vel y . Thi s i s mainl y because the commitment from the top management i s the key and the mos t important fac tor in suc ces s ful implementation of energy management s y s tem in any organi sation. The top management mus t demons trate it s commitment to support the implementation of the s y s tem and subsequentl y agree to continual l y improve it to ensure the s y s tem remain relevant and effec ti ve in the way forward. STANDARDS MATTER || PAGE 17 STANDARDS MATTER | ISSUE 6 About Zaini Abdul Wahab Mr. Zaini Abdul Wahab i s an energy management sys tem consultant who spec iali ses in reduc ing bus ines s operational cos t s for organi sations through energy management sys tem implementation. He obtained hi s bachelor’ s degree (Hons .) in Mechani cal Engineering from the National Uni ver s ity of Malays ia in and certified as an expert in Energy Management Sys tem (EnMS) by United Nations Indus trial Development Organi sation (UNIDO). The nation that leads in renewable energy will be the nation that leads the world James Cameron
United States s tarted in the 60s , with European countries fol low in the 90s , Quebec of Canada in 2001, then Aus tral ia legi s late Unit Pri c ing in 2009. In As ia, onl y Japan had implemented Unit Pri c ing at selec ted prefec ture ( s tates ) way bac k in 70s , and in South Eas t As ia, none of the countries have law governing Unit Pri c ing at thi s point in time. Do Malaysian need Unit Pricing? From consumer per spec ti ve, we definitel y need it espec ial l y in thi s current chal lenging economy . Whi le oi l pri ce might have dropped from the peak in 2014, our Ringgit al so deprec iated s ignifi cantl y v s US dol lar s ince Q4 2015, with mos t import deal ing in USD, thi s result in higher pri ce for imported raw material and pac ked good. With GST implementation and later become SST, our CPI i s on the ri se, consumer s are look ing for way s to save more espec ial l y their monthl y grocer y items . Jus t look at these popular items in Malay s ia and how their average promotion pri ces for the las t 10 year s . STANDARDS MATTER || PAGE 18 WHY SHOULD MALAYSIA EMBRACE UNIT PRICING NOW? Have you ever see some housewi ves us ing cal culator in the supermar ket to cal culate whi ch produc t i s bes t pri ced? If you wat ch c losel y , they wi l l di v ide the produc t’ s shelf pri ce with the weight to determine whi ch pac k i s cheaper. For mums that buy ing baby diaper, you wi l l al so noti ce that it i s ver y common for them to di v ide diaper pri ce into per piece pri ce. That’ s Unit Pri c ing! Without real i s ing, some of us already do thi s when we shop. has been around hundreds of year s where meat and fresh produce were sold in KG, and s ince ever yone wi l l sel l their produc t in thi s fi xed weight, pri ce can be compare eas i l y ac ros s different sel ler. Thi s however, changed during the indus tr y revolution, we s tart to have more pac ked food initial l y in l imited s i ze, but as we progres s , these pac ked good s tarted to come in different s i ze and pac k ing. As a result, consumer no longer can compare pri ce eas i l y , hence the Unit Pri c ing concept make a comebac k . Uni t Pricing WRITTEN BY SOON CHEE KWANG Managing Director Intrack Market Services Sdn. Bhd. STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 19 Sources: Mai ler t rack & Hargapedia internal t racking of promot ion brochure and newspaper ad of major retai lers from 2010 t i l l 2020 The inc rease range from a low 3% to high of almos t c lose to 80%! Furthermore, if consumer s look c losel y , they wi l l real i se that some produc t might have minor or reduc tion of pri ce, but that’ s due to produc t s i ze reduc tion, whi ch does not reflec t the real pri ce inc rease! Unit Pricing can help to look at the real price comparison Inc reas ingl y there are more manufac turer s that reduce the s i ze of the produc t in order to maintain pri ce competiti venes s or pos ition their produc t s at certain pri ce point. Consumer might or might not noti ce these, but over the year s , produc t s l i ke mi l k powder, diaper, bi s cuit, ins tant noodle, detergent, toothpas te, shampoo, shower gel and even i ce c ream had al l reduced their s i ze gradual l y . STANDARDS MATTER | ISSUE 6
STANDARDS MATTER || PAGE 20 In 2010, Dut ch Lady growing up mi l k powder s i ze i s 1kg and s ince 2020, it became 900gm, that i s a 10% reduc tion of s i ze; if you look at the average promotion pri ce for thi s D brand, it was RM19.6 in 2010 and RM19.90 in 2020; hence the inc rease was merel y 2% over 11 year s should you jus t look at pri ce alone. However, if you look at Unit Pri ce for thi s produc t, it was RM19.6/ kg in 2010; then RM22.10/ kg (RM19.90 di v ided by 900gm) in 2020, that’ s a 13% inc rease! Without unit pri c ing compari son, consumer can be decei ved by the pri ce they seen. Jus t look at Breeze detergent whi ch seem to have pri ce reduc tion of -21%, but it was ac tual l y an inc rease of 5% (as s i ze reduced from 5kg in 2010 to 3.8kg in 2020); s imi larl y you might think the famous Mamee Mons ter snac k ’ s pri ce remains the same, but it’ s ac tual l y inc rease of 25% as we used to have 10 pac k in 2010 and now onl y 8. The below i l lus tration further s trengthen the needs for Unit Pri c ing implementation so that consumer can see the real pri ce changes over the year, espec ial l y when produc t s s i ze changes . Sources: Mai ler t rack & Hargapedia internal t racking of promot ion brochure and newspaper ad of major retai lers from 2010 t i l l 2020 CHAL LENGES AHEAD - WI L L RETAI LERS IMPLEMENT THIS VOLUNTARI LY WITHOUT BEEN FORCED? In order for consumer s to gain the benefit s of Unit Pri ce compari son, retai ler s mus t present thi s information on the shelf label at their outlet s . However, without legi s lation, we can onl y hope that retai ler s wi l l engage thi s voluntari l y . Wi l l any international or local retai ler s come forward to be the fir s t in ASEAN to implement unit pri c ing? Depends on respec ti ve retai ler s ’ s y s tem, the cos t wi l l varies ac ros s different retai ler s . Nevertheles s , two bigges t cos ting component s wi l l be in the IT s y s tem (both software & hardware) and human cos t invol ved in modif y ing the s y s tem. Thi s wi l l be a big chal lenge when al l companies are focus ing on cos t cutting in a weak sentiment. We mi s sed the boat of doing thi s more cos t effi c ientl y when retai ler s are adopting GST s y s tem in 2014/15. Moving forward - URGE government to seriously looking into Unit Pricing legislation We need both federal & s tate government to serious look ing into mak ing Unit Pri c ing as legi s lation in Malay s ia. Thi s i s not onl y a pol i c y dri ven & prac ti cal method to help consumer to save more in their dai l y grocer y expense, it i s al so a more sus tainable method than subs idi s ing and control l ing of pri ces . Whi le, we under s tand that legi s lation might take times to get it done, the alternate method i s for government to incenti v i se retai ler s that voluntari l y implement Unit Pri c ing. SUGGEST onl ine retai lers can start first PRIOR LEGISLATION Whi le bri c k and mortal retai ler s wi l l argue on the high implementation cos t, onl ine retai ler s l i ke Lazada and Shopee should ac tual l y s tart to embrace Unit Pri c ing concept on their webs ite or app. Since there are no needs for shelf label printer and the printing cos t, these onl ine retai ler s wi l l jus t have to modif y their s y s tem and di splay the information onl ine. The cos t wi l l be s ignifi cantl y lower than those bri c k and mortal counterpart. STANDARDS MATTER | ISSUE 6
So, s tart us ing Unit Pri c ing information through Hargapedia, as k your local retai ler s to di splay unit pri c ing in their s tores and share thi s information to your fami l ies , friends and col leagues so that we can move toward a unit pri c ing implemented countr y in the near future! STANDARDS MATTER || PAGE 21 El se, for now, use Hargapedia app to compare Unit Pri c ing of your grocer y pur chase Hargapedia app already prov ides unit pri c ing for more than 30,000 grocer y produc t s that it’ s trac ked. Since launched in Jan 2018, it has now grown to a leading pri c ing compari son app in Malay s ia with c lose to 1,200,000 unique download. It’ s a free app avai lable in both iOS, android and Huawei s tore About the wri ter Soon Chee Kwang is current l y the Managing Director of Int r ack Ma r ket Ser v ices Sdn Bhd, a company tha t prov ides speci a l ised ma r ket ing solut ions for the FMCG/Ret a i l indust r y . The company a lso oper a tes the Ha rgapedi a app. Soon was the cha irperson for the na t iona l technica l commi t tee for Uni t Pricing in Ma l a ysi a and represent Ma l a ysi a to ISO/PC 294, which is now ISO 21041:2018 STANDARDS MATTER | ISSUE 6
The goal of the food safety profesional should be to create a food safety culture, not a food safety program -Frank YiannasFood safet y affec t s al l aspec t s of the food produc tion and consumption proces s , hence it i s ever yone’ s respons ibi l it y , from producer s and di s tributor s to caterer s and consumer s , to be mindful of it. The government lay s down the minimum food safet y or mar keting s tandards that food bus ines ses mus t meet. However, effec ti ve food safet y control can be undermined by the ex i s tence of fragmented legi s lation, multiple juri sdi c tions , incons i s tenc ies in enfor cement, and weaknes ses in food sur vei l lance and monitoring. The Food Ac t 1983 i s the fundamental legi s lation for food safet y in Malay s ia. The government has al so implemented s tri c t rules to ensure that wor ker s and owner s of food premi ses prioriti se the c leanl ines s of their wor k ing area. STANDARDS MATTER || PAGE 22 Malays ians love to eat. And they wi l l eat in the mos t unl i kel y places as long as the food i s tas t y , often throwing food hygiene and safet y to the wind. We don’t hear much about foodborne di seases but worldwide, one in 10 people fal l i l l because of contaminated food ever y year. Thi s i s why a day has been des ignated by the World Health Organi sation (WHO) to c reate awarenes s on food safet y . World Food Safet y Day , whi ch i s obser ved on June 7 annual l y , aims to draw attention and mobi l i se ac tion to prevent, detec t and manage food-borne ri s k s and improve human health. The theme for thi s year, “Safer food, better health”, ser ves to remind us that if we make food safet y a priorit y , people wi l l be healthier and more produc ti ve. We wi l l al so reduce pres sure on the healthcare s y s tem and have healthier food s y s tems . In 1988, a series of food poi soning cases oc curred in Perak , k i l l ing 13 chi ldren between the ages of two-and-a-half and 11 year s . Inves tigations showed that al l of them had eaten noodles from the same manufac turer. A combination of bori c ac id, whi ch i s mainl y used as an insec ti c ide and ac t s a di s infec tant, and aflatox in was found to be respons ible for the poi soning. Another major food poi soning inc ident oc curred on Oc tober 2018 that led to 34 infec tions in Perak , 25 in Kedah and 24 in Selangor. The problem was traced to lak sa produced in Bal ing (Kedah), whi ch was contaminated with salmonel la. WRITTEN BY SARAL JAMES MANIAM Secretary General Malaysian Association of Standards Users STANDARDS MATTER | ISSUE 6
Food safet y affec t s al l aspec t s of the food produc tion and consumption proces s , hence it i s ever yone’ s respons ibi l it y , from producer s and di s tributor s to caterer s and consumer s , to be mindful of it. The government lay s down the minimum food safet y or mar keting s tandards that food bus ines ses mus t meet. However, effec ti ve food safet y control can be undermined by the ex i s tence of fragmented legi s lation, multiple juri sdi c tions , incons i s tenc ies in enfor cement, and weaknes ses in food sur vei l lance and monitoring. The consequences of unsafe food can be serious . ISO’ s food safet y management s tandards help organi zations identif y and control food safet y hazards , at the same time as wor k ing together with other ISO management s tandards , such as ISO 9001, Quality management systems — Requirement s . Appl i cable to al l t ypes of producer, ISO 22000, Food Safety Management Systems prov ides a layer of reas surance within the global food suppl y chain, helping produc t s c ros s border s and bringing people food that they can trus t. The Food Act 1983 i s the fundamental legi s lation for food safet y in Malay s ia whi ch cons i s t s Food Regulations 1985 and Food Hygiene Regulations 2009. The government has al so implemented s tri c t rules to ensure that wor ker s and owner s of food premi ses prioriti se the c leanl ines s of their wor k ing area. Improper food handl ing can al so be a major cause of food contamination. STANDARDS MATTER || PAGE 23 STANDARDS MATTER | ISSUE 6 To prevent food contamination, the food handler should have good knowledge of food handl ing prac ti ces and obser ve them at al l times .The “CLEAN, SAFE AND HEALTHY” (BeSS) recognition i s one recognition gi ven to food premi ses for encouraging operator s maintain c lean premi ses , prov ide food that safer and healthier food choi ces to cus tomer s . Meanwhi le HACCP certifi cation i s an international s tandard defining the requirement s for effec ti ve control of food safet y whi ch used mos t of food manufac turer s or indus tries and GMP regulations require a qual it y approach to manufac turing, enabl ing companies to minimi ze or el iminate ins tances of contamination, mi x -ups , and error s . Enfor cement alone wi l l not suffi ce. If consumer s do not know what to look for in food safet y , unsafe outlet s and produc t s wi l l continue to flouri sh. Consumer education rel ies heav i l y on s chool s , the traditional media and al so soc ial media. However, awarenes s i s s ti l l lac k ing, and apathy towards food hygiene i s s ti l l the norm rather than the ex ception. Reduced ri s k of di seases and deaths caused by unsafe food consumption leads to reduced burden of financ ial los ses due to food-borne i l lnes ses such as t yphoid, hepatiti s A, diarrhoea and dy senter y . We should therefore inc lude good food safet y prac ti ces in our day -to-day ac ti v it y . Food i s medi c ine, and we should al l endeavour to aim for safer food and better health. An effective and continuous food safety education is important to improve consumers’ knowledge on food safety
Initiated by FOMCA on Nov 21, 2021 to strengthen Consumer Associations in ASEAN consists of Indonesia, Malaysia, Myanmar, Philippines, Singapore, Thailand, Vietnam and GIZ. Please contact [email protected] if your organisation want to be the part of ACF to make a different in ASEAN. ASEAN CONSUMER FORUM THE NATIONAL CONSUMER COMPLAINTS CENTER (NCCC) aims to be a one-stop complaints center to help consumers resolve problems and complaints. You can lodge complaints through the following channels. RINGGIT is a joint venture of the Federation of Malaysian Consumer Associations (FOMCA) and Bank Negara Malaysia to deliver financial education to you. The ringgit will be issued every 2 months starting in February 2022. Read & Download via link: https://rebrand.ly/Ringgit002