Home / CFM Insider Buzz / Press Release / 2020 / CFM POLL: THREE IN FIVE MALAYSIANS NOT GETTING INTERNET SPEED AS PROMISED

CFM POLL: THREE IN FIVE MALAYSIANS NOT GETTING INTERNET SPEED AS PROMISED

CYBERJAYA, 25 SEPT 2020 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) conducted an online poll during the Movement Control Order (MCO) to gather feedback from consumers of their subscribed services. The findings of the poll show that most consumers are not satisfied with the quality of internet speed promised by Telcos.

The poll also found that most respondents have more than one issue that included quality of indoor network coverage and no significant improvements to complaints lodged.

 “We conducted this poll during the recent MCO, when everyone was highly dependent on internet connectivity to work from home and stay connected. This issue should not happen as Telcos have promised to provide the service as subscribed and should be more proactive in improving their services,” said CFM Chairperson, Datin Mohana Mohariff.

Datin Mohana added, “CFM has been working with MCMC and is currently in the process of tightening up the provisions of the General Consumer Code (GCC) to ensure that consumer rights are protected. Some of the topics that will be reviewed in the GCC are the service contractual terms and conditions, to provide a critical information summary, and more attention to consumers with special needs.”

CFM always encourage consumers to lodge complaint to their respective Telcos by providing detailed information about the issue. If the problem is still not resolved, consumers can lodge a report to CFM via the integrated complaint portal with MCMC at https://aduan.skmm.gov.my/.

Meanwhile, there are few methods which consumers could try to rectify their internet speed issues by doing some self-troubleshooting. Please visit CFM portal at:

http://www.consumerinfo.my/basic-faq-how-to-troubleshoot-your-wi-fi-network/ 

#YourRightsOurPriority

#BeASmartConsumer

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APPENDIX

STATE NUMBER OF RESPONDENTS ISSUE

(*consumer can choose more than 1 option)

A B C D E
Selangor 34 2 20 20 13 6
Sarawak 29 6 13 19 12 7
Pahang 18 10 9 13 7 5
Kedah 18 2 6 13 7
Perak 18 1 12 6 6 4
Sabah 18 1 7 12 11 2
Kelantan 17 5 9 13 7 1
Johor 15 3 10 9 7 4
N. Sembilan 13 4 8 9 9 3
Terengganu 8 4 4 3 3 1
Melaka 6 2 2 6 2 1
KL 6 2 2 2 3
Perlis 3 1 3 2 1
Putrajaya 3 3 1 1
P. Pinang 2 2 1 1
WP Labuan 1 1
TOTAL 209 40 106 132 90 39
Legend:

Issue A: No telecommunication tower in the area, need to go to town to get network coverage.

Issue B: No signal at home, need to go outdoors for connectivity.

Issue C: Internet speed not as promised by the service provider.

Issue D: Complaint lodged, but still no changes. No action taken.

Issue E: Others

*Online poll link: https://www.facebook.com/consumer.forum.malaysia/posts/4039925392749087

ADDITIONAL INFO:

  1. MCMC – Malaysian Communications and Multimedia Commission (MCMC)
  1. GCC – General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC)
  • GCC is a voluntary industry code registered in 2003 by the MCMC to serve as a guideline and benchmark for service providers in the provision of communications and multimedia services to consumers.
  • Any breach of the GCC by service providers will be reported to the MCMC for their further action.
  • The GCC 2003 is currently undergone a review process in line with current industry developments to ensure that GCC version 2020 captures the needs and protect the rights of the Malaysian communications and multimedia consumers.

 

About CFM

The Communications and Multimedia Consumer Forum of Malaysia (CFM) were established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in February 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:


COMPLAINT PORTAL
https://aduan.skmm.gov.my

(integrated system with MCMC)

MOBILE APPLICATION Download “MY MOBILE RIGHTS” on Google Play Store and App Store
OFFICE CFM

Malaysian Communications & Multimedia Commission (MCMC) Former HQ,

Jalan Impact, Cyber 6,

63000 Cyberjaya,

Selangor

For more information and useful tips, please visit our portal and social media page:

PORTAL CFM www.cfm.my

www.consumerinfo.my

CFM SOCIAL MEDIA Facebook: consumer.forum.malaysia

Twitter: @cfm_malaysia

Instagram: @cfm_malaysia

Media Contacts:

Noor Shahdiella Abd Manan                       [email protected]                                        019-324 6036

Roharrashidah Abdul Halil                            [email protected]                                017-896 1588

Check Also

GCC PUBLIC CONSULTATION FOR 2020

Members of the public are encouraged to provide feedback on this public consultation in order to ensure that GCC version 2020 takes into account the current needs and circumstances of the Malaysian communications and multimedia consumers. Further information on this exercise could be accessed at http://www.consumerinfo.my.

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