Unregulated Online Supplement Sales Pose Consumer Protection Challenge

By Norhidayyu Zainal

KUALA LUMPUR, Jan 28 (Bernama) — The oversupply of supplements on online platforms—many of which claim health benefits—has emerged as a key challenge in consumer protection amid growing public awareness of health issues.

The trend is fuelled by the public’s increasing reliance on online sources for health information, accelerating the spread of product claims and driving purchasing decisions outside regulated channels.

R Pharmacy Founder and Chief Executive Officer Adrian Toh said the abundance of unverified health-related information on the internet has heightened the risk of consumers being exposed to unsuitable products or using them without professional guidance.

“Pharmacies need to adopt a more education-oriented approach. We don’t want to simply push products from a commercial perspective, but rather provide customers with accurate and ethical information,” he told Bernama after the launch of R Pharmacy’s inaugural Chinese New Year music video here recently.

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He added that the situation has become more pronounced as consumers increasingly turn to social media, digital platforms and artificial intelligence tools such as ChatGPT for health information before making purchasing decisions.

“In the past, customers would walk into pharmacies and simply follow recommendations. Today, they are more informed, ask questions and conduct their own research,” he said.

Adrian also highlighted a common misconception among consumers—that products registered with the Ministry of Health Malaysia (MOH) are guaranteed to be effective.

“MOH registration only covers safety and basic compliance. It does not guarantee that a product can treat diseases,” he explained.

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He said this shift in consumer behaviour requires pharmacies to assume a greater role as frontline providers of health education, rather than merely operating as retail outlets.

Meanwhile, R Pharmacy Head of Pharmacy Thomas See said health awareness has increased since the COVID-19 pandemic, with the public placing greater emphasis on disease prevention, particularly in boosting immunity, managing weight and supporting mental health.

He said rising living costs and fast-paced lifestyles have left many individuals experiencing prolonged stress, prompting them to seek advice from pharmacists.

“If stress is not properly managed, it can lead to mental health issues such as depression and, in the long term, affect heart health,” he said.

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Thomas added that unlike online sales, all products sold in pharmacies are subject to government regulation and are prohibited from making medical claims.

“Pharmacies cannot claim that supplements can treat diseases such as diabetes or cancer, as that would be against the law. However, regulating online sales remains challenging,” said Thomas, who has 15 years of experience in the pharmacy field.

He advised the public to consult pharmacists before taking supplements and to examine products’ active ingredients rather than relying solely on brand names.

“Supplements are only a supporting tool. The most important factors are lifestyle changes such as a balanced diet and regular exercise, which help control blood sugar levels, boost metabolism and improve blood circulation, in line with clinical practice guidelines,” he said.

-- BERNAMA