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CFM COMMITTED IN PROTECTING CONSUMER RIGHTS WITH IMPROVED INITIATIVES ON CONSUMER ISSUES

CFM 2017 ANNUAL GENERAL MEETING 

WELCOMES NEW BOARD OF COUNCILLORS

CYBERJAYA, 5 OCTOBER 2017 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) held CFM 2017 Annual General Meeting (AGM) at Malaysian Communications and Multimedia Commission (MCMC) auditorium today, by discussing the agenda towards protecting consumer rights in the communications and multimedia industry.

“Consumer complaints reported to CFM has shown an increase annually. The total number of complaints received in 2016 shows an increase of 3.14% to 7,556 complaints compared to 2015 that only records 7,326 complaints. CFM has managed to solve 77% of complaints received in 2016 within 15 business days,” said Megat Ishak Maamunor Rashid, CFM Chairman.

Total Complaints Received by CFM
2017

(3rd Quarter)

Total number of complaints = 3,518 Complaints 70% complaints resolved in duration of < 15 days
2016

 

7,556 Complaints  

Increase 3.14%

77% complaints resolved in duration of < 15 days
2015 7,326 Complaints 72% complaints resolved in duration of < 15 days

Meanwhile, the number of complaints received by CFM as of the 3rd Quarter 2017 is 3,518 complaints with Billing and Charging records the highest number of complaints reported by consumer.

  2016

NUMBER OF COMPLAINTS

Q3 2017

NUMBER OF COMPLAINTS

CATEGORIES OFTHE  HIGHEST NUMBER OF COMPLAINTS RECEIVED BY CFM BILLING & CHARGING 2,914 BILLING & CHARGING 1,229
QUALITY OF SERVICE 2,506 NETWORK COVERAGE 990
NETWORK COVERAGE 619 QUALITY OF SERVICES 578
UNFAIR PRACTICES 442 UNFAIR PRACTICES 189
NO COVERAGE 404 MISLEADING PROMOTION 175

Megat added, the growing number of complaints indicates consumer awareness on the importance of lodging a formal complaint rather than making comments on social media that would not have a significant impact on the change of communications and multimedia services.

As an industry forum, CFM is also responsible for the development and implementation of General Consumer Code of Practice for the communications and Multimedia Industry in Malaysia (GCC) where it promotes best practices for service providers and to protect consumers.

At the CFM 2017 AGM chaired by Megat Ishak Maamunor Rashid, the agenda discussed were:

  1. Approval and Adoption of the CFM 2016 Annual Report and CFM 2016 Financial Statements Report.
  2. Appointment 13 new CFM Council Members for term 2017-2019 through digital voting.

Moving forward, Megat Ishak said, “CFM will continue to move forward by proactively addressing consumer issues such as Call Charges to Customer Service, Guidelines for Debt Management (CTOS) and Pay-Per-Use Internet Charging Mechanism through discussions with the industry.

Also present at the AGM are CFM members from Service Providers (Supply) and Consumers Associations (Demand), MCMC as well as stakeholders who witnessed the election of new CFM Council Members line-up for the term 2017-2019.

Megat Ishak stepped down from his post as CFM Chairman for this, welcomes the arrival of the newly elected Chairman and Council members with hopes that the new line-up will be able to give their full commitment to improvise CFM as a consumer support platform.

In line with this direction, CFM supports the implementation of the New Guidelines on Registration of Prepaid Public Cellular Services issued by MCMC and will be fully enforced by 1 January 2018.

New Guidelines on Registration of Prepaid Public Cellular Services must be followed by all service providers and consumers and is aimed at eradicating the misuse of prepaid public cellular for crime and terrorism that can become a threat to national security.

“Many cases regarding the misuse of prepaid SIM cards had been reported in the news early this year and CFM had also received complaints with similar cases. Through the implementation of this new prepaid mobile service registration guideline, it protects consumer’s data from being misused for criminal purposes as well as providing a better experience to consumers when using prepaid services,” said Megat Ishak.

Realizing the challenges faced in today’s digital era, consumers must always be alert and seek valid information in order to avoid being exposed to potential risks and be victims of crime.

WHAT CONSUMERS SHOULD KNOW ABOUT

NEW GUIDELINES ON REGISTRATION OF PREPAID PUBLIC CELLULAR SERVICES?

1. New Guidelines on Registration of Prepaid Public Cellular Services will be fully enforced by 1 January 2018.
2. The new guideline must be followed by all service providers and all consumers regardless of their nationality; Malaysian citizens, foreigners, and tourists.
3. Consumers are required to provide the following information during prepaid SIM card registration :

Malaysian Citizens:

  • Full name as per identification document
  • Permanent address as per identification document
  • Mailing address
  • Identification number as per identification document
  • Any other information as may be required by the Commission

Foreigners:

  • Full name as per passport
  • Passport  number
  • Passport issuing country
  • Company name and address as provided in work permit document (Workers)
  • Student identification document with university address (Students)
  • Mailing address
  • Any other information as may be required by the Commission

Tourist (Visiting Malaysia and stay in Malaysia for less than 3 months):

  • Full name as per passport
  • Hotel or temporary residential address
  • Passport number
  • Passport issuing country
  • Any other information as may be required by the Commission
4. For verifying purpose, consumers are required to provide the following documents during the registration process:

  • Mailing address – Provide original utility bill issued within the last one month for services subscribed at current residential address (water, electricity, cable/satellite TV or broadband bill only).
  • Hotel/ Temporary Residential Address – proof of stay at the said address, including hotel reservation/ booking form.

If the information provided was found false, the service provider will immediately terminate your Prepaid service.

5. Each user can only register 5 SIM cards per service provider (effective from 1 June 2017)
6. Registration must be done by using a secure automated platform such as Optical Character Recognition (OCR) application, Biometrics or MyKad Reader to protect consumer’s information. Service providers are not allowed to do manual registrations. If this happens, users can report to CFM or MCMC.
7. The registration is free of charge. If the consumer was charged for registration, a complaint should be submitted to CFM or MCMC.
8 Consumer can check and verify any SIM cards registered under their identifications with service providers. Service providers shall provide a portal or application for this service without any charges.
9. Currently, consumers don’t have to provide their identification number for reloading as the service provider are still in the process of identifying the best method to implement the reload with ID mechanism. However, it will be implemented when the system is ready and in place.
10. To register, consumers are required to visit the service provider’s service center, authorized dealer or agent with their original identification documents. Photocopy of identification documents are not allowed.

#BeASmartConsumer

#YourRightsOurPriority

_______________________________END_______________________________

 

About CFM

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 behavior through industry self-governance. CFM is also a channel for complaints redress on Communications and Multimedia services.

If there is any unresolved complaints regarding communications and multimedia services, consumers are welcomed to submit complaints through:


COMPLAINT ONLINE PORTAL (COP)
www.complaint.cfm.org.my
CONSUMER HOTLINE 1-800-18-2222
EMAIL aduan@cfm.org.my
MOBILE APPLICATION Download “MY MOBILE RIGHTS” on Google Play Store
WALK IN CFM

Malaysian Communications & Multimedia Commission (MCMC), Off Persiaran Multimedia Jalan Impact, 63000 Cyberjaya, Selangor.

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