Some centres close abruptly, leaving customers with unused sessions while instalments continue:Fomca
PETALING JAYA: Malaysia’s wellness and aesthetic industry, once celebrated for promoting health and vitality, is under scrutiny for exploiting vulnerable seniors.
Elderly consumers are being lured by fear-driven health claims, pressured into costly long-term prepaid packages and left with little recourse, warned the Federation of Malaysian Consumers Associations (Fomca).
Its CEO Dr Saravanan Thambirajah said complaints involving prepaid wellness packages are surging.
“The National Consumer Complaints Centre has verified 38 cases in which packages became unusable, totalling more than RM65,000 in losses.
“New cases are reported almost daily, showing that this is a systemic issue, not isolated incidents.”
According to Fomca, many operators present themselves as experts in “health improvement”, “preventive therapy”, “energy treatment” or “holistic rejuvenation”.
“Some centres offer genuine wellness services, but others cross the line by using medical-sounding claims to push expensive long-term packages.”
Sales tactics often start with free talks, roadshows or “health screenings” targeted at older adults. Consumers are told that they have poor circulation or early signs of disease, which are claims designed to create fear and urgency.
“Once frightened, consumers are pushed into signing packages worth thousands. In some cases, staff have even taken customers’ phones to activate ‘Buy Now, Pay Later’ plans without explanation.
“These are not wellness consultations. These are psychological pressure sessions disguised as health advice.”
The wellness sector spans therapy centres, slimming outlets, spas, aesthetic clinics, alternative therapy providers and lifestyle clubs.
“Problems arise when operators claim to treat or reverse chronic illnesses, such as diabetes or heart disease, with no scientific basis,” he said.
He added that some centres close abruptly, leaving customers with unused sessions while instalments continue.
“Because financial contracts are legally separate from the service provider, consumers remain bound to pay despite receiving nothing.”
Saravanan pointed to regulatory gaps between the Health Ministry and the Domestic Trade and Cost of Living Ministry as a key reason these abuses persist.
“While the Health Ministry regulates medical facilities, many operators avoid calling themselves healthcare providers, even when using diagnostic-like equipment.
“Meanwhile, the Domestic Trade and Cost of Living Ministry oversees advertising and contracts, but blurred lines between lifestyle and health make enforcement difficult.”
Senior citizens are particularly at risk due to trust in authority, fear-based messaging and limited familiarity with digital finance.
“This is targeted exploitation, not marketing,” he emphasised.
He added that contracts obtained under pressure, misleading claims or hidden clauses may be unenforceable.
“A fair contract should clearly outline pricing, duration, services, refunds and cancellation terms, without letting the company withdraw services unilaterally.”
Fomca is calling for government action, urging both ministries to jointly set clear rules on advertising, sales practices, contract standards and protections for elderly consumers.
Health-related claims, especially those involving serious illnesses, must be closely scrutinised, he said.
Saravanan advised Malaysians to treat free screenings with caution, never sign packages on the spot, keep personal devices in their control and review contracts with family before committing.
Consumers misled by wellness operators can contact the National Consumer Complaints Centre at 03-7877 1076 or 03-7865 3441, or visit www.nccc.org.my.
“When fear, manipulation and vague health claims are used to extract money, especially from the elderly, the system has failed. Malaysia must close this regulatory gap before more are harmed.”
