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Poor Service & Coverage among top complaints as of September 2015 -Consumer Forum Malaysia (CFM)

The Communications and Multimedia Consumer Forum of Malaysia (CFM) revealed that it received a total of 5,233 complaints from consumers as of September 2015.

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CFM was established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in 2001. It is a platform for the industry and the consumers/public to make “coherent and constructive contributions to service improvements and policy development”.

“CFM has seen an increase in the number of complaints year on year. As of September 2015, a total of 5,233 complaints were lodged with CFM, showing an increase compared to September 2014; 5,043 complaints and 6,904 complaints in total for the year of 2014. CFM ensures that consumers are not short – changed by continuously monitoring the service delivery of the Service Providers and addressing any breaches of The General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC) by them”, said CFM.

Complaints about Poor Service and Coverage as well as Billing and Charging made up 80.7% of all the complaints recorded from July to September 2015 for Quarter 3 this this year.

In general, 47% of the complaints were related to Cellular Phone services with 2,471 complaints, followed by Wired Broadband services and Wireless Broadband services with 1,205 and 680 complaints respectively.

“To ensure the process of complaints are resolved within the GCC guidelines, CFM managed to resolve 97.73 per cent complaints within less than 15 days and managed to resolved remaining complaints in less than 30 days in September 2015. CFM also notes consumers prefer to lodge their complaint through our complaint portal with 3,318 complaints as for September 2015.”

At the CFM 15th Annual General Meeting, CFM announced a new Chairperson, Megat Ishak Ma’amunor Rashid from Tune Talk Sdn Bhd and new board of councilors’s members as below:

No. ORGANISATION POSITION NAME
1 TUNE TALK SDN BHD CHAIRPERSON MEGAT ISHAK MA’AMUNOR RASHID
2 PERSATUAN PENGGUNA KEDAH (CAKE) DEPUTY CHAIRPERSON MOHAMAD YUSRIZAL DATO’ YUSOFF
3 MAXIS MOBILE SERVICES SDN BHD SECRETARY MAHFUZAH AZAHARI
4 PERTUBUHAN PEMBIMBING KEWANGAN PENGGUNA & KEUARGA MALAYSIA (KPM) TREASURER ABDUL RAHMAN SAMAD
5 ALTEL COMMUNICATIONS SDN BHD COUNCIL MEMBER HJ ISMAIL HARUN
6 ASTRO COUNCIL MEMBER AZLINDA ZAINAL ABIDIN
7 CELCOM AXIATA BERHAD COUNCIL MEMBER HAIRUNNISA NASIR
8 DIGI TELECOMMUNICATION SDN BHD COUNCIL MEMBER ROSLAN ROSLI
9 SISTEM TELEVISYEN MALAYSIA BHD (TV3) COUNCIL MEMBER DATIN NORHANIZAR SHAFIE
10 PERSATUAN EKONOMI PENGGUNA & KELUARGA MALAYSIA (MACFEA) COUNCIL MEMBER DR ELISTINA ABU BAKAR
11 PERSATUAN PELINDUNG KESELAMATAN PENGGUNA KUALA LUMPUR (PKPKL) COUNCIL MEMBER ADENAN MASUL
12 PERSATUAN PENGGUNA DAERAH KUALA TERENGGANU (PPDKT) COUNCIL MEMBER KHAIRUDDIN ISMAIL
13 PERSATUAN PENGGUNA PULAU PINANG (CAP) COUNCIL MEMBER RAVINDER SINGH

 

CFM is tasked with, amongst others, to promote the growth of Malaysia’s communications and multimedia industry and the protection of consumer interests by fostering the highest standards of business ethics and behaviour through industry self-governance. CFM is also a channel for complaints redress on Communications and Multimedia services.

Among CFM’s priorities for the year of 2015/2016 include “national recognition as the main advocator of communications and multimedia consumer while being the main platform for industry self-regulation”. The review of General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia will also be one of the main expected outcomes for this year.

About Kugan

Kugan is the founder of MalaysianWireless. He has been observing the mobile industry since 2003. Connect with him on Twitter: @scamboy