A recent move to halt license renewal of vehicle owners who fail to change their defective airbag is welcomed - however it requires a more structured solution. A first glance to online feedback on this move highlights a critical problem - shortage of spare parts from brand owners which deters owners to change their defective parts at timely manner. This is one of few issues in recall process that requires our attention.
Product recall is a process of retrieving and replacing goods that are defective with company. Brand owners are responsible to notify the public and recall the product from use at timely manner. An effective recall ensures smooth replacement of defective parts to without minimum inconvenience and risk to the users/ buyers.
Communication must be clear, concise and able to convey the seriousness of a recall to the public. In Malaysia however, Standards Users finds the choice of words are little confusing and varies among brand owners. Terms like product update, special campaign and product improvement doesn't prompt users to make haste in replacing their parts. In addition, recall notification should always mean to be first thing users notice when they visit brand website especially if the recall involve safety. This is not the case for brand owners' website in Malaysia as they are under different tab like After Sales Service. The characteristics on how recall is being portrayed need to be changed and harmonized.
In addition to have a better communication to the public, a new law must be enacted to establish a comprehensive recall system between manufacturers, brand owners, government and the public. Malaysia can adopt Japan and United States laws on product recall - for example, on the requirement to notify government authorities of defects discovered in products, or known incident of personal injury or property damage. This will ensure Malaysia can take steps as timely as global recall events, including solutions or remedies that are being established. In addition, law must ensure brand owners and relevant authorities are able to trace their product at various levels in the distribution network to ensure effective recall can be initiated. In addition, Malaysia can adopt their Malaysian Standard on product safety and recall into law or as a tool to create more awareness among brand owners. The standard is known as MS2626 Consumer Product Safety and Recall – Guidance in the Supply Chain which is currently available for voluntary use.
Ministry of Transport and government agencies should also take more proactive action in ensuring public has an easy access to comprehensive information related to vehicle recall. While media provides timely update on action taken, consumers should be able to find links easily on homepage, what to expect from recalls and hotline to contact coupled with aggressive campaign to improve consumer's awareness on vehicle recalls.
By Sharvin A. Subramaniam,
Malaysian Association of Standards Users