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Dear Member of the Public / Malaysian Timber Certification Scheme (MTCS) Stakeholder,
The Malaysian Timber Certification Council (MTCC), as the National Governing Body (NGB) of the Malaysian Timber Certification Scheme (MTCS), is committed to strengthening the credibility, effectiveness, and accessibility of the MTCS Complaint Handling and Dispute Resolution Mechanism.
MTCC is currently conducting a public consultation on the draft MTCS GD 3003:2025 Complaint Handling and Dispute Resolution Mechanism, which has been developed to improve the structure, clarity, and responsiveness of the current process. Upon finalisation, the MTCS GD 3003:2025 will supersede the existing MTCS GD 3003:2023 Complaint Handling and Dispute Resolution Procedure.
This public consultation aims to gather feedback from stakeholders, including industry representatives, civil society organizations, government agencies, and members of the public, to help enhance the structure and clarity of the current complaint mechanism. The goal is to ensure that it is more responsive, efficient, and aligned with international standards.
An internal review of the existing procedure identified several areas for improvement, particularly to make the complaint handling process more efficient, accessible, and user-friendly. Strengthening the mechanism is also necessary to meet the requirements under:
- Section 8 Complaints and Dispute Procedures of the PEFC GD 1004:2009 Administration of PEFC Scheme;
- Section 5.3 Handling of Complaints and Appeals of the PEFC ST 1001:2017 Standard-setting – Requirements; and
- Section 5.3 Handling of Complaints and Appeals of the MTCS ST 1001:2021 Standard Setting Procedures for Forest Management Certification Standards.
The revised draft seeks to address these gaps by enhancing communication channels, particularly with remote and underrepresented stakeholders to improve transparency and accountability, and identify capacity-building needs.
| Details of the Public Consultation | |
| Opening Date | Closing Date |
| 2 May 2025 | 31 May 2025 |
| Duration 30 days | |
Through this public consultation, MTCC invites your input to:
- Identify challenges or areas for improvement in the current complaint handling and dispute resolution process;
- Provide actionable suggestions to make the system clearer and more efficient;
- Help align the mechanism with best practices and stakeholder expectations.
Details of respondents will be collected for MTCC’s records, and your feedback will play a key role in shaping a more effective mechanism. Please be assured that all responses will remain confidential and used solely for the purpose of refining the guidance document.
| DRAFT DOCUMENT To access the draft document MTCS GD 3003:2025 Complaint Handling and Dispute Resolution Mechanism, please refer to link provided: https://tinyurl.com/DraftDocComplaintMech |
| OPTION 1: SUBMISSION VIA GOOGLE FORM Access the form by clicking on the link below: https://tinyurl.com/MTCCPubConsultComplainMech |
| OPTION 2: SUBMISSION VIA EMAIL Download the softcopy of the Feedback Form from the MTCC Website. It can be accessed via this link: https://tinyurl.com/FeedbackFormComplaintMech Complete the form and email it together with any attachments you may have to: [email protected] |
| OPTION 3: SUBMISSION VIA MAIL Download the softcopy of the Feedback Form from the MTCC Website. It can be accessed via this link: https://tinyurl.com/FeedbackFormComplaintMech Complete the form and mail it together with any attachments you may have to the following address: MALAYSIAN TIMBER CERTIFICATION COUNCIL C-08-05, BLOCK C, MEGAN AVENUE II NO. 12, JALAN YAP KWAN SENG 50450 KUALA LUMPUR, MALAYSIA. (Attention to: Communications Unit) |
We highly appreciate your time and contribution to this important consultation process.
Thank you.
Publish date: 2 May 2025