Businesses not giving customers their small change is not about the value of the money itself, but the principles of a transaction.
According to the Muslim Consumers Association (PPIM) president Nadzim Johan, businesses should make integrity their core value when operating.
"When doing business, one must do the right thing, according to the principles.
"One cannot cheat," Nadzim told Malaysiakini when contacted.
He was responding to the brouhaha on social media surrounding local coffee chain Zus Coffee, and the five sen change issue raised by one of its customers.
The issue started when a customer took to Facebook to share how a cashier at the coffee joint's outlet in Tanjung Malim did not give him a balance of five sen after he bought a coffee for RM11.75.
According to him, he paid RM12 in cash and got only 20 sen in return, and only when he voiced his displeasure, did the cashier give him back 30 sen. The customer had stressed that it was not about the amount, but the gentlemanly conduct between a seller and buyer.
'It is a lot of money'
After the post went viral, Zus Coffee went on a campaign to offer a 75-sen discount to its customers.
However, netizens were quick to jump on the company's apology note, which they said was evasive and defensive. In the note, signed by the company's chief operating officer, the issue was described as being over a "mere five sen."
Nadzim, who described businesses short-changing customers as a long-standing problem, said a "mere five sen" may seem a minute amount for one customer, but is a lot of money when it involves a lot of consumers on a daily basis.
In fact, for outlets that have branches around the country, this "small amount" can reach thousands, he noted.
"If there are 2,000 outlets, and 10 customers (who are short-changed), it is a lot of money," he said.
He urged consumers to complain to the authorities if they face a similar situation.
Don't belittle small change
Meanwhile, many people surveyed by Malaysiakini said that it is improper for businesses to not give back change to their customers, no matter how small the amount is.
A student who only wanted to be known as Zarifah, 22, said that consumers should defend their rights, even if it involves a change of five sen.
"Consumers have the right to get small change. There's nothing wrong in them fighting for their rights," she said.
Another consumer, Fadzilah, 64, said it is up to business owners to prepare the necessary small change when operating daily.
"Most counters will give RM5, RM1, 50 sen, 20 sen, and 10 sen change. Why are five sen (change) not provided?" she asked.
However, not everyone shared the same sentiment.
For Wan Norman Wan Zain, 43, it is alright to ignore issues involving small change, if the businesses don't provide them, and the customer agrees to it.
"Like me, for example, if sometimes the shop does not have small change, I will even let go of 50 sen," he told Malaysiakini.
Consumer Rahim Ismail, 64, concurred, saying that being short-changed should not be an issue, as long as both sides (the shop and the consumer) agree to it.
Izzat Syamil Azhar, 26, has a solution for businesses running short of change.
"Just round up the denomination. For example, if an item is priced 95 sen, round it up to RM1," the engineer proposed. - Mkini
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