The Malaysian Timber Certification Council (MTCC) is pleased to announce the publication of MTCS GD 3003:2026 – Complaints Handling and Dispute Resolution Mechanism – Guide for Stakeholders, effective 1 May 2026. The Guideline and the improvements on the mechanism was approved by the MTCC Board of Trustees at its 110th Meeting on 20 April 2026 and supersedes MTCS GD 3003:2023 – Complaint Handling and Dispute Resolution Procedure in its entirety. It is designed to strengthen transparency, accountability, and stakeholder confidence in the Malaysian Timber Certification Scheme (MTCS). With this publication, all complaints submitted on or after 1 May 2026 will be managed under the revised Guideline.
The Guideline sets out the improved Complaints Handling and Dispute Resolution Mechanism on how MTCC receives, manages, escalates, and resolves complaints and disputes arising from the implementation and operation of the MTCS. The Guideline also informs stakeholders of their rights and the process available to them. It is is aligned with PEFC GD 1004:2009 – Administration of PEFC Scheme, as MTCC is endorsed by PEFC.
Key Enhancements
- The scope of the Guideline is expanded to include stakeholder management, risk management, and corrective and preventive actions;
- Better clarity for stakeholders to participate in the complaints, timelines and clearer accountability for parties involved.
- A tiered Alternative Dispute Resolution (ADR) pathway encourages early resolution through negotiation, neutral evaluation, and facilitation before escalation to mediation;
- Clear roles are defined for the Complaints and Nonconformity Secretariat, Dispute Resolution Secretariat, Dispute Resolution Committee, and Board of Trustees, strengthening accountability and governance transparency.
- Improved access including within the MTCC website with a dedicated email channel, [email protected], has been established for all formal submissions.
Stakeholders are encouraged to access MTCS GD 3003:2026 – Complaints Handling and Dispute Resolution Mechanism – Guide for Stakeholders.
For enquiries about the Guideline or submitting complaints, visit the Complaints Page: https://mtcc.com.my/complaints/.
Publish Date: 1 May 2026