CYBERJAYA, 8 MARCH 2018 – Communications and Multimedia Consumer Forum of Malaysia (CFM) received 4,746 complaints related to communications and multimedia services from all over Malaysia in 2017. Out of the total number of complaints, CFM successfully resolved 86% complaints in less than 15 days that is 9% increase compared to 2016.
“Although the number of complaints received in 2017 has decreased as compared to the previous year, the percentage of complaints resolved, however, recorded an increase, CFM has managed to resolve the complaints within the stipulated time as set out in General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC). The process of improving complaints has seen to marked improvement from year to year,” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff.
According to CFM records, cellular services remain as the highest type of complaints received for four years in a row followed by wireless broadband and then by high-speed broadband. The increase of this type of complaints was partly driven by the number of mobile cellular subscriptions of 42.4 million as compared to broadband subscriptions with a total of 36.6 million subscriptions in the third quarter of 2017.
Among the top five categories reported by consumers to CFM in 2017 and 2016, Billing and Charging remain as the highest complaints category. However, last year, that category of complaints recorded a decrease of 42.7% compared to the previous year.
Out of the top five categories of complaints received by CFM, Network Coverage complaints category (1,247 complaints) recorded an increase of 101% from 619 complaints reported in 2016. Most complaints are about network coverage that is due to interruptions in internet services followed by 4G/LTE coverage that is unstable in certain areas.
As for the Billing and Charging, this category has had the highest number complaints every month in 2017. Among the complaints frequently reported under this category is Billing Dispute, Rebate/refund, Unreasonable charges, International roaming charges and Unsatisfactory billing system. Billing Dispute is the highest complaint reported under the Billing and Charging category amounting to 854 complaints last year.
One of the consumer complaints received by CFM on Billing Dispute was where the complainant was blacklisted for failing to settle the outstanding bill payment after terminating its communications service. However, the consumer did not receive any last account statement from his previous service provider. In this case, the user needed to make a payment as the overdue amount was valid. However, after discussions with the service provider and taking into consideration the recommendations from CFM, the complaint was resolved amicably.
Mohamad Yusrizal added, CFM’s focus for this year is to move forward with the implementation of plans towards improvement in addressing key causes of problems faced by the consumer. CFM will also closely monitor consumer grievances through online platforms to understand the issues raised by consumers and conduct targeted surveys to get feedback on specific issues.
CFM will continue to strive to be a proactive forum by constantly engaging with representatives from service providers as well as the demand side for follow-up action to agree on more effective initiatives to both the address consumer issues.
Consumers are advised to follow the following tips by CFM related to communications and multimedia services:
|CFM TIPS FOR CONSUMERS TO AVOID BILLING AND CHARGING PROBLEMS|
|1.||Understand what you have subscribed to, such as what’s included and what’s not included in the package.
(Example: Free calls/SMS, Unlimited calls/SMS, Speed offered, Total data quota allocated)
|2.||Understand your billing mechanism (Example: Credit limit, Reconnection fee, Advance fee and make sure you know your account billing cycle)|
|3.||Ensure that you received upfront critical information when signing up for any service about such as what service is offered, pricing and charges, important terms and conditions.
(Example: Termination procedure, what will happen once account been terminated)
|4.||Seek clarification from your service provider on any uncertainty about billing and charging|
|5.||Always check any charge and transactions on your account statement You can get your account statement online at no cost in mobile application or online customer service portal provided by service providers in Malaysia.|
|6.||In the event of account termination, get a copy of termination confirmation from the service provider and ask for a final bill to be sent to your contact preference. Always consult your former Service Provider in case you did not receive account statement after the bill due date.
Call your service provider if you did not receive any account statement after the billing date.
Update your mailing address to ensure the last bill cycle received.
The Communications and Multimedia Forum of Malaysia (CFM) was established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in 2001 as an industry forum under Section 189 of the Communications and Multimedia Act 1998 (CMA). It is a platform for the industry and the consumers/public to make coherent and constructive contributions to service improvements and policy developments.
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.
If there are any unresolved complaints regarding communications and multimedia services, consumers are welcomed to submit complaints through:
CFM COMPLAINT PORTAL
(integrated complaint portal with MCMC)
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Google Play Store and App Store
Malaysian Communications & Multimedia Commission (MCMC),
Off Persiaran Multimedia Jalan Impact,
63000 Cyberjaya, Selangor.
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