Home Industry CFM CFM received 7,326 Telco complaints in 2015, 97% resolved

CFM received 7,326 Telco complaints in 2015, 97% resolved

The Communications and Multimedia Consumer Forum of Malaysia (CFM) recorded an increase in the number of telecommunications consumers’ complaints received for 2015.


A total of 7,326 complaints was received from January 2015 to December 2015 from all over Malaysia, which is an increase of 6.11% from the 6,904 complaints lodged for year 2014, CFM said.

Of the 7,326 complaints, over 97% of complaints were resolved by CFM and less than 3% are still under investigation. CFM said that its Complaints and Compliance Management Department is working closely with the various Services Providers to ensure all the remaining cases will be solved as per mandated in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).

GCC is a code of practice for all Communications and Multimedia Service Providers in Malaysia with the objective of providing benchmarks and best practices to ensure fair and efficient services are delivered to the consumers.

Among the top five (5) consumer complaints categories received by CFM in 2015 include:

  • Poor Service
  • Billing and Charging
  • Poor Coverage
  • Short Message Service (SMS)
  • No Coverage

Poor Service represented 42% of the total complaints received in 2015 whereas a total of 29% are related to Billing and Charging issues.

CFM said the highlight of consumers’ complaints received by CFM in 2015 was Service Downtime, topping at 989 complaints, the highest recorded by CFM. Other complaints received by CFM included problems related to Internet connectivity and how the consumer’s inability to use the service despite earlier complaints lodged to the Service Providers.

CFM, established and designated by the Malaysian Communications and Multimedia Commission (MCMC), 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.

As a “Public Benefit Organisation”, Chairman of CFM, Megat Ishak Maamunor Rashid said that CFM will endeavor to protect the rights of the consumer in Malaysia by continuously monitoring the service delivery of the various Service Providers and by addressing any breaches of the GCC.

CFM is reachable through its complaint portal, www.complaint.cfm.org.my. Alternatively, consumers could also lodge their complaint by sending an e-mail to aduan@cfm.org.my or by calling CFM toll-free number 1-800-18-2222.

Consumers facing a problem are advised to seek assistance from their respective service providers 1st. They should only refer to CFM if their issues are not resolved by the service providers.

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