Communications and Multimedia Consumer Forum of Malaysia (CFM) officially launched its mobile application last week. The new mobile app, MY Mobile Rights (MMR) is developed with the objective to facilitate consumer engagement and promote self-education.
Key features of the MY Mobile Rights application:
- Complaint Submission
- Service Provider/Telco Location
- Tips and Guide
- Plan Recommender
According to CFM, with the Complaint Submission feature in the app, complaints will be directly forwarded to the customer service team of the respective Service Providers as well as CFM and processed within three (3) working days. Consumers will receive a notification email and a copy of their complaint statement.
“MMR, first in Malaysia acts as an additional but important platform for consumers to lodge a complaint on communications and multimedia services right from their smart phone and at the tip of their fingers. MMR helps to facilitate the complaints process by design, as it provides for a better consumer experience as well as increased mobile literacy among the consumers in Malaysia,” said Megat Ishak Maamunor Rashid, Chairman of CFM.
“MY Mobile Rights is an initiative under the Consumer Empowerment Plan 2014 – 2016 (CEP) by MCMC with the objective of empowering consumers via a developmental approach to promote a self-regulating environment. This initiative was planned to recommend immediate regulatory measures and are based on Standards Operating Procedures (SOP) to manage critical consumer issues and challenges in the Communications and Multimedia industry,” said Dato’ Jailani Johari, Deputy Minister of Communications and Multimedia.
As of March 2016, CFM said it received a total of 1,634 complaints on various issues affecting consumers. Billing and Charging was the top complaint category for the first quarter (Q1) of 2016 with 591 complaints.
The MY Mobile Rights app is available for consumers to download from Google Play Store and Apple iTunes App Store.