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Rethinking higher education services and complaint handling framework in Malaysia

Omoola, Sodiq and Bakare, Kazeem Kayode and Ali Mohamed, Ashgar Ali and Abdul Hak, Nora and Wan Zahari, Wan Mohd Zulhafiz and Ramalingam, Chithra Latha (2023) Rethinking higher education services and complaint handling framework in Malaysia. UUM Journal of Legal Services, 14 (1). ISSN 2229-984X (In Press)

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In the last few decades, Malaysia has become a global hub for higher education services. Policies and programs have been put in place to improve the educational system towards developing the country and attract international students. This development needs to be aligned with an effective dispute resolution framework to ensure continuous development of the Malaysian Higher Education Sector. The methodology employed in this paper is a doctrinal method based on the nature of the discourse. To examine relevant higher education concepts and dispute resolution framework, relevant research papers on the subject are analysed. In addition, relevant legislation were consulted to determine the adequacy of the existing legal framework for dispute resolution in Malaysian Higher Education Institutions (HEIs). The main objective of this paper is to examine the nature of education services and the existing dispute resolution mechanisms in the Malaysian Higher Education sector. The paper will explore education services as either public good or private good and whether students are consumers in the real sense and require consumer rights. This research establishes that although scholars have argued as to whether or not students are consumers, in Malaysia and other Asian countries, students are perceived as customers therefore, the interest, welfare and satisfaction of students must always be of utmost priority. A thorough study of the existing laws reveals that there is an inadequate provision in the education laws in Malaysia, especially regarding the dispute resolution mechanisms in HEIs.

Item Type: Article (Journal)
Uncontrolled Keywords: Higher Education, Complaint Handling, Dispute Resolution, Ombudsman, Malaysia.
Subjects: K Law > K623 Civil Law
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Ahmad Ibrahim Kulliyyah of Laws > Department of Civil Law
Depositing User: Dr. Sodiq Omoola
Date Deposited: 09 Feb 2023 15:50
Last Modified: 09 Feb 2023 15:50
URI: http://irep.iium.edu.my/id/eprint/102378

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