Starting Point
Puan Ruby serves as the Pengerusi (Chairperson) of the Neighbourhood Watch, locally referred to as Kawasan Rukun Tetangga (KRT), in her district. The KRT operates under the Department of National Unity and Integration (Jabatan Perpaduan Negara dan Integrasi Nasional, JPNIN) and is tasked with implementing community programmes and addressing various local issues. Notably, instances of social tension have been observed among culturally and religiously diverse neighbourhoods in Malaysia. To address this, neighbourhood association leaders and JPNIN staff have been trained in community mediation. This initiative aims to establish grassroots conflict resolution mechanisms, aligning with the mission of fostering racial harmony and strengthening unity among the population.
The role of the KRT extends beyond neighbourhood security, focusing on community development with an emphasis on socio-economic and personal growth. One of its core functions is to identify, monitor, and investigate community conflicts, subsequently reporting findings to the relevant authorities. In 2021, the government, through the Ministry of National Unity (Kementerian Perpaduan Negara, KPN), introduced significant reforms to enhance the KRT's capabilities. These reforms aimed to expand its scope, enabling it to address welfare, safety, and developmental issues with a more targeted and impactful approach.
Within the KRT, the Women’s Neighbours (Rukun Tetangga Wanita) functions as a key branch of the Neighbourhood Committee (Jawatankuasa Rukun Tetangga). Established in 1983, this branch has been instrumental in supporting the committee, particularly in initiatives that empower women and encourage their participation in community activities. It plays a vital role in promoting inclusivity and addressing the specific needs of women, thereby reinforcing the broader objectives of the KRT.
In Kedah State, there are 18 trained community mediators, three of whom are women, including one staff member of JPNIN. These women, along with their counterparts in other states, play a crucial role in the community mediation programme by actively engaging in conflict resolution and fostering peace within local communities. Their involvement is driven by a profound commitment to assisting communities in overcoming challenges and finding meaningful solutions. They are dedicated to sharing knowledge and serving society, rooted in the belief that understanding the struggles of others is the first step towards resolution. This commitment reflects the conviction that every individual, regardless of their circumstances, deserves a peaceful and harmonious life.
The women mediators exemplify empathy and resilience, underpinned by the belief that collective well-being can be achieved through collaboration and inclusivity. They are deeply passionate about creating spaces where marginalised voices—particularly those of women, the elderly, disabled individuals, and children—are amplified, and systemic barriers are addressed. Their grassroots engagement underscores the importance of understanding community-level issues to develop sustainable solutions.
All participants from Penang share the view that peacebuilding extends beyond conflict resolution; it encompasses empowering individuals and fostering a culture of mutual respect and understanding.
Peace Journey
The participant highlighted several conflicts and crises they have worked on, focusing on critical issues affecting their community. One pressing conflict concerns education, where many parents fail to prioritise their children's schooling. This neglect results in numerous children being discouraged from attending school, contributing to high dropout rates and limited access to education. To address this issue, women mediators play a crucial role by engaging with both schools and families to foster a collaborative approach. They work alongside educators to promote consistent school attendance and advocate for parents to take an active interest in their children's education. Through dialogue and awareness programmes, these mediators help bridge the gap between schools and families, ensuring that education becomes a shared responsibility and priority. Their efforts not only resolve immediate challenges but also create long-term positive impacts by emphasising the importance of education in breaking cycles of poverty and empowering future generations. In areas predominantly inhabited by lower-income families, social problems such as juvenile delinquency and drug addiction are more prevalent.
Another area of concern involves providing assistance to vulnerable members of the community, such as women, the elderly, and persons with disabilities (PWDs). Through collaboration with various government agencies, including Pejabat Zakat, and non-governmental organisations (NGOs), the participant facilitates access to financial aid and resources, ensuring that those in need receive the support to which they are entitled. Healthcare accessibility is another critical issue, particularly for vulnerable groups who struggle to obtain necessary medical treatments. The participant works to connect individuals with appropriate healthcare services, advocating for their right to proper medical attention.
The participant also addresses criminal cases, including theft, drug abuse and distribution, sexual harassment, and domestic violence against women (DVAW), as well as more typical neighbourhood conflicts, such as illegal parking in front of others' houses, the dumping of garbage, neighbours’ cats defecating in others’ gardens, and noise pollution from vehicles. These problems often originate from male neighbours, while it is mostly women who lodge official complaints with the neighbourhood association.
Through these efforts, the participant demonstrates a commitment to addressing systemic issues and advocating for social justice, ensuring that marginalised groups are not overlooked. Their work contributes to a more equitable and harmonious society. These conflicts are common occurrences within the communities in which they reside. As community leaders and officers of the Kawasan Rukun Tetangga, they feel a responsibility to assist those in need. In this context, they recognise the importance of their role as mediators, particularly in addressing interpersonal conflicts, with a focus on domestic violence and marital issues. Interpersonal conflicts within marriages can escalate into broader, long-term social conflicts, especially in communities where local men marry immigrant women as second wives. Such dynamics are notably evident in urban low-cost housing areas (PPR) such as PPR Mak Mandin and Batu Feringgi, where social tensions are heightened by the intersection of cultural differences, economic challenges, and systemic barriers.
Locals may perceive immigrant families as competitors for resources, housing, or employment, further aggravating social discord. In some cases, these tensions spill over into discriminatory attitudes or exclusionary practices, further isolating immigrant spouses and their families. In areas with significant migrant populations, such as the Rohingya and Bangladeshi communities in Penang and Kedah, social tensions can similarly arise. Moreover, when interpersonal conflicts escalate into cases of domestic violence or marital breakdown, the lack of adequate intervention or mediation mechanisms exacerbates the problem. These conflicts often have far-reaching consequences, affecting children's education, community cohesion, and overall social harmony.
Success Stories
Several success stories of female community leaders, also known as mediators, demonstrate their vital role in addressing the daily issues faced by their communities. For instance, a female mediator in a low-cost housing area in Penang intervened when several children were at risk of dropping out of school due to financial constraints, poverty, and a lack of parental encouragement. She collaborated with local schools and NGOs to provide school supplies and subsidised tuition. In addition, she engaged with parents and teachers to stress the importance of education. While she may not have been able to change parental attitudes towards their children’s education overnight, she believed that she had done her best to assist these families.
In another case, a female mediator successfully secured year-long rental assistance for an elderly individual and a person with disabilities (OKU) through the e-Kasih programme. Drawing on her deep understanding of available resources, she navigated the application process and ensured that the financial aid was directly channelled to the Housing Authority to cover rental payments for an entire year. This innovative approach not only resolved an immediate housing crisis but also provided the beneficiaries with stability and peace of mind.
Additionally, she facilitated access to critical medical treatment for a resident with a severe health condition. By building strong relationships with local stakeholders, including elected representatives (YBs), she successfully advocated for appropriate medical care and support. Her persistence and strategic use of available platforms had a life-changing impact on the individual’s well-being.
In general, female community leaders often step up and volunteer their time to help resolve disputes or act as mediators. However, they face significant challenges, particularly concerning their authority, as they are not officially recognised or certified as mediators. Moreover, their capability and expertise can be limited due to the need for further training. Another issue is the voluntary nature of community mediation—mediators often have to find time for this work alongside their jobs and other daily responsibilities. There are relatively few women in the Rukun Tetangga willing to volunteer as community mediators, often due to personal reasons, including concerns about safety.
These examples highlight the difficulties mediators face, particularly when addressing conflicts stemming from poverty and the lack of access to essential resources. Puan Ruby’s work illustrates the importance of creativity, strong networks, and extensive knowledge of available aid programmes in delivering effective solutions. Her courage to confront systemic inequalities and her ability to leverage the right platforms for the greater good exemplify the transformative power of community mediation. These success stories emphasise the vital role female mediators play in changing individual lives and enhancing community resilience. By connecting marginalised groups with resources, they address immediate needs while contributing to systemic change.