Malaysia tour operator guide: where to check licences and file complaints

Government & regulatory

• Ministry of Tourism, Arts and Culture Malaysia (MOTAC)

  The federal ministry that licenses and regulates tour operators and travel agencies under the Tourism Industry Act 1992 (the TOBTAB licence). It keeps a public registry so you can verify whether an operator is legitimately licensed, along with a watchlist of revoked licences and known violators.

  Visit website → Phone: +603 8000 8000 / +603 8891 7100 No. 2, Menara 1, Jalan P5/6, Presint 5, 62200 Putrajaya

• Malaysian Aviation Commission (MAVCOM)

  The statutory regulator for economic and consumer-protection matters in Malaysia's aviation sector under Act 771. It handles complaints about flights, cancellations, refunds and baggage, issues that often come up as part of a tour package, through its FlySmart channel.

  Visit website →

Industry & professional associations

• Malaysian Association of Tour and Travel Agents (MATTA)

  The national industry body for travel and tour agents, founded in 1975. It represents the trade and works alongside MOTAC, and consumers can check through MATTA whether a particular operator is a registered member.

  Visit website → Phone: +60 3-2774 1150 Wisma MATTA, No 6, Jalan Metro Pudu 2, Fraser Business Park, Off Jln Yew, 55100 Kuala Lumpur

Consumer protection

• Ministry of Domestic Trade and Cost of Living (KPDN)

  Enforces the Consumer Protection Act 1999, covering unfair practices, misleading advertising and defective services from tour and travel providers. It runs a public complaints channel by phone, email and online portal.

  Visit website → Phone: 1-800-886-800 (toll-free complaints hotline)

• National Consumer Complaints Centre (NCCC)

  An independent consumer body operating since 2004 that gives free advice, handles complaints and offers mediation for consumer disputes, including with travel and tour service providers.

  Visit website → Phone: 03-7803 6000 / 03-7877 9000 / 03-7877 1076 / 03-7876 2009 No 24, Jalan SS 1/22A, 47300 Petaling Jaya, Selangor

Legal help

This is general information, not legal advice. Speak to a qualified professional about your specific situation.

• Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia, TTPM)

  A quasi-judicial tribunal set up under Part XII of the Consumer Protection Act 1999 and run under KPDN. It lets you file a claim, including against a tour operator, for up to RM50,000 without needing a lawyer, at low cost.

  Visit website → Phone: 1-800-88-9811 (toll-free) / +603-8882 5822 Aras 5 (Podium 2), No.13, Persiaran Perdana, Presint 2, 62623 Wilayah Persekutuan Putrajaya

• Legal Aid Department Malaysia (Jabatan Bantuan Guaman, JBG)

  A government body under the Prime Minister's Department that offers free legal advice, representation and mediation to eligible lower- and middle-income individuals, including in civil disputes against a tour operator.

  Visit website → Phone: 03-8885 1827 (civil matters) / 03-8885 1826 (Syariah matters) Jabatan Bantuan Guaman, Jabatan Perdana Menteri, Aras 1, Bangunan Hal Ehwal Undang Undang, Presint 3, Pusat Pentadbiran Kerajaan Persekutuan, 62692 Wilayah Persekutuan Putrajaya

• Legal Aid Centre, Kuala Lumpur (Bar Council Legal Aid Centre / LAC KL)

  A long-running legal aid centre run by the Malaysian Bar, offering free or subsidised legal advice and representation in civil matters, including consumer disputes, to those who qualify financially.

  Visit website → Phone: 03-2691 1121 / 03-2692 1122 Unit 3.03, Level 3, Wisma Badan Peguam Malaysia 2, Leboh Pasar Besar, 50050 Kuala Lumpur