Complaints (CPA)

The Department of Consumer Affairs accepts complaints against unfair practices involving business-to-consumer (B2C) transactions in Brunei Darussalam. Under the Consumer Protection (Fair Trading) Act (CPFTA), a consumer refers a person who purchases goods/services for personal consumption and not for commercial purposes.

​​Not all consumer transactions fall within the jurisdiction of the CPFTA. Excluded transactions include the following:

1. Business-to-business transactions (B2B)
2. Purchase of immovable property
3. Employment contracts
4. Financial disputes
5. Any transaction or activity that is already under the scope of other regulations or regulatory agencies in Brunei Darussalam

It is important to note that the Department does not provide advise on the application of the CPFTA.

An aggrieved consumer may lodge a complaint under the purview of the CPFTA with the Department, accompanied by supporting documents such as purchase receipts and warranties. Alternatively, an aggrieved consumer may seek recourse from the Small Claims Tribunal (SCT) for claims up to B$10,000. Find out more here: https://www.judiciary.gov.bn/SJD%20Site%20Pages/Subordinate%20Court/Small%20Claims%20Tribunal/Small%20Claims%20Tribunal.aspx

Should a consumer wish to lodge a complaint with the Department, please complete the complaint form.

The complaint process flow is outlined below:

For complaints that fall outside the scope of the CPFTA, the Department may refer complainants to relevant regulatory agencies to assist with their complaints.