CYBERJAYA, 28 MARCH 2019 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) has been one of the complaints channels for 18 years for consumers to report their problems in the communications and multimedia services. For 2018, CFM received 6,330 complaints which recorded 33% increase compared to the total number of complaints received in 2017 (4,746 complaints). CFM with the cooperation of service providers have resolved 88% complaints in less than 15 days.
|Total Complaints Received by CFM from Consumer|
(Jan – Feb)
|2018||6,330 complaints||Increase 33 %||88% complaints were resolved < 15 days|
|2017||4,746 complaints||Decrease 37%||86% complaints were resolved < 15 days|
|77% complaints were resolved < 15 days|
|72% complaints were resolved < 15 days|
According to CFM record, complaints on cellular service remain as the highest from year to year with 2,513 complaints received in 2018.
Whilst complaints on high-speed broadband (HSBB) recorded the highest increased in 2018 with 2,337 complaints received compared to the previous year (2017) with 714 complaints. The increase in HSBB was caused by the high demand from consumers who seek HSBB services in their area.
The complaints received by CFM from consumers across Malaysia are classified according to the service problem categories. The highest complaints category for 2018 is Network that records an increase of 54% with a total of 1,919 complaints received compared to 1,247 complaints in 2017.
Among other related issues under the most widely reported Network, the sub-categories are service disruption and service downtime. HSBB service disruptions are the highest complaints recorded in 2018.
|NUMBER OF COMPLAINTS RECEIVED BY CFM||2017||TOTAL COMPLAINTS||2018||TOTAL COMPLAINTS|
|MISREPRESENTATION OF SERVICE||224||UNFAIR PRACTICE||244|
|MOBILE NUMBER PORT OUT||194||MISREPRESENTATION OF SERVICE||190|
|SMS SERVICE||193||MOBILE NUMBER PORT OUT||183|
|DISPUTE ON TERMS & CONDITIONS||72||SMS SERVICE||134|
|PRICING||33||DISPUTE ON TERMS & CONDITIONS||107|
Complaints on Billing & Charging also reports an increase of 9% and the most reported issues under this category is billing disputes, followed by unreasonable charges, rebates or refunds, blacklisted, poor billing systems, and roaming.
Nonetheless, out of all highest complaint category received by CFM, Pricing issue showed a significant increased in the number of complaints received in 2018 with 505 complaints compared to the previous year which received only 33 complaints.
“Complaints on pricing increases since September until the end of 2018 and this is the first time this category of complaints became the highest in the top five complaints category. We received a lot of complaints about pricing issue and the increase in these complaints was due to attractive new packages and strategic rates offered to new customers however existing customers are dissatisfied because service provider sets out terms and conditions that are not in favour with them,” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff.
CFM also received complaints on Unfair Practice where among the reported issues are false registration, prepaid account terminated after grace period expired and package changed without consumer consent.
Overall, complaints regarding Network and Pricing are among the highest in 2018. Certainly, the government’s initiative to achieve ‘half the price and double the speed’ is an effort that benefits the consumer but this initiative is not an overnight task. It is a time-consuming effort that requires cooperation and consideration from various parties.
CFM always facilitate consumers by sharing tips and guides to solve problems in telecommunication and multimedia services to make consumers aware and practice self-regulation.
Mohamad Yusrizal added, CFM also advises consumers to always practice self-regulation that can protect their rights. Among self-regulatory practice that can be practiced in telecommunications and multimedia services includes reading the terms and conditions, making comparisons between packages before subscribing, obtaining explanation from service provider’s customer service, reading the frequently asked questions (FAQ), to always get the latest information from service providers, and always monitor bills and charges.
CFM believes that by practicing self-regulation and coupled with knowledge and info obtained, industry will be further developed.
Consumers who have problems regarding the communications and multimedia services can lodge their complaints at https://aduan.skmm.gov.my/ which is an integrated complaint system with the Malaysian Communications and Multimedia Commission (MCMC).
The Communications and Multimedia Consumer Forum of Malaysia (CFM) were 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 also facilitates 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:
(integrated system with MCMC)
|MOBILE APPLICATION||Download “MY MOBILE RIGHTS” on Google Play Store and App Store|
Malaysian Communications & Multimedia Commission (MCMC), Off Persiaran Multimedia Jalan Impact, 63000 Cyberjaya, Selangor.
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