Home / CFM Insider Buzz / Press Release / 2017 / CFM FORUM 2017: #MYdigitalEvo CONNECTING THE CONSUMERS WITH THE INDUSTRY – AN INTELLECTUAL DISCOURSE PLATFORM ON THE RAPID GROWTH OF DIGITAL SERVICES

CFM FORUM 2017: #MYdigitalEvo CONNECTING THE CONSUMERS WITH THE INDUSTRY – AN INTELLECTUAL DISCOURSE PLATFORM ON THE RAPID GROWTH OF DIGITAL SERVICES

CYBERJAYA, 24 MAY 2017 – In celebrating the World Telecommunication and Information Society Day (WTISD) 2017, the Communications and Multimedia Consumer Forum of Malaysia (CFM) is committed to empower the consumers by organizing the #MYdigitalEvo forum.

Upholding the theme on “The Evolution of Digital Consumer”, CFM Forum 2017 is an initiative to host an intellectual dialogue platform on digital advancements as well as gathering the consumers with the industry together.

“Through the #MYdigitaEvo forum, consumers will be enlightened on the current digital interests, such as the impact of future digital developments. Moreover, the discourse will see the active participation of industry greats, narrating their thoughts and experiences dealing with digital evolution in shaping the digitized world,” said the Chairman of CFM, Megat Ishak Maamunor Rashid.

Officiated by the Deputy Minister of Communication and Multimedia, YB Dato’ Jailani Johari, the programme focuses on the thriving digital industry focusing on “Broadband in Malaysia – The Malaysian Consumer Experience”, “Digital Television on the Horizon”, and “Mobile Services: Coming to you now”.

Megat also in his speech expressed his desire to leverage on the #MYdigitalEvo forum as a platform for sharing explanations and solutions toward addressing the challenges of the digital era, particularly in enabling the expansion of the digital economy as mentioned in the Malaysia Budget 2017, at the same time giving meaningful value to the consumers in particular and the industry as a whole.

The #MYdigitalEvo forum lined up panelists of industry experts, sharing their insights on the key elements of the growing digital communications environment. Amongst them were the Chief Executive Officer of TIME dotCom Berhad, Afzal Abdul Rahim; the Chief Executive Officer of iFlix Malaysia, Azran Osman Rani; the Head of Digital Products and Services of Digi Telecommunications Sdn. Bhd, Prashant Pathmanaban; the Head of E-Channel of RHB Group, Azrul Farique Mustafa, and other speakers from the Malaysian Communications and Multimedia Commission (MCMC).

In the meantime, CFM had received 7,556 complaints in 2016, showing an increase of 3.14% from 2015, with 7,326 complaints received. Additionally, by the first quarter (Q1) of 2017, CFM had acknowledged 1,316 communications and multimedia related complaints, and 88.43% of the total complaints were resolved in less than thirty (30) days.

Total of Complaints Received by CFM
2017

(First Quarter)

Total Complaints = 1,316 88.43% complaints were resolved in < 30 days
 

2016

 

 

7,556 Complaints

 

 
Increased 3.14%

 

 

 

77%  complaints were resolved in < 15 days
 

2015

 

7,326 Complaints

72% complaints were resolved in < 15 days

Below are the five (5) highest categories of complaints received by CFM in 2016 and the first quarter of 2017. Complaints related to Bills and Charges recorded the highest number of complaints and most of the complaints linked to bill disputes.

2016 Q1 2017
5

HIGHEST CATEGORIES OF COMPLAINTS RECEIVED BY CFM

BILL AND CHARGING 2,914 BILL AND CHARGING 512
SERVICE DELIVERY 2,506 NETWORK 373
NETWORK 619 SERVICE DELIVERY 205
UNFAIR PRACTICES 442 UNFAIR PRACTICES 67
NO COVERAGE 404 MNP 51

CFM will always strive to ensure that the consumers have free access to the relevant information while prioritizing the consumers’ rights by continuously monitoring the services rolled out by service providers as well as handling any breaches by them of the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia.

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 satisfactory services are being delivered to the consumers.

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CFM RESOLVES 99% COMMUNICATIONS AND MULTIMEDIA CONSUMERS’ COMPLAINTS IN 2016 – BILLING AND CHARGING RECORDED AS THE TOP COMPLAINTS RECEIVED

2016 TOTAL VALID COMPLAINTS 7,556 TOTAL GENERAL ENQUIRIES 2,385 TOP 5 COMPLAINTS IN 2016 BILLING …

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