PETALING JAYA, 3 JULY 2019 – Consumer issues continue to be the priority for the Communications and Multimedia Consumer Forum of Malaysia (CFM). Realizing the rapid changes in the telecommunications industry and the growing consumer demand, CFM took the initiative by holding the CFM 2019 Dialogue session to provide consumers with the opportunity in getting more information through a constructive discussion with the service providers and regulatory bodies on broadband issues at Pentas @ Celcom.
The CFM Dialogue 2019 with the theme “The Changing Landscape of Malaysia’s Broadband” is the continuation from CFM 2017 Forum, the Evolution of Digital Consumer which focuses on Malaysia’s broadband challenges and future in conjunction with the World Telecommunication and Information Society Day (WTISD) 2019.
“ As an industry forum that facilitates in resolving consumer complaints, it has become CFM’s concern when complaints on high-speed broadband (HSBB) services were among the highest for the broadband-related services in 2018 . Thereby, CFM is organising this dialogue session, which acts as a platform to provide in-depth understanding on the development of the country’s broadband landscape, challenges faced by the industry and factor that drives the future of broadband in Malaysia,” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff.
Based on CFM’s record, complaints on HSBB related services decreased by 47% to 444 number of cases in the first quarter (Q1) of 2019, as compared to the 836 cases in the fourth quarter (Q4) of 2018 due to improved complaint management among the HSBB service providers. As of Q1 2019, there are 41.5 million HSBB customers in the market.
The CFM 2019 Dialogue was attended by 230 participants, which included broadband users, industry analysts, mobile and internet service providers’ representatives, consumer associations, media and tech blogger.
The dialogue sessions discussed three main topics specifically, ‘Malaysia’s broadband consumer behaviour’, ‘Challenges faced by service providers’, and ‘Future of broadband in Malaysia’.
Slot 1: ‘Malaysia’s broadband consumer behaviour’
The first presentation was delivered by Celcom Head of Home Business – Khazalin Ghuzal who shared how Celcom identifies usage trends and formulate strategies to cater the changing consumer needs towards broadband services for the their online activities such as video streaming, games, social media usage and e-Commerce activities. According to statistics that was presented, 98% of users watch videos online and 75% of users purchased a product or service online.
Slot 2: ‘Challenges faced by service providers’
The second presentation was delivered by YTL Communications Network Design Manager – Rahul Shrivastav who provided the dialogue participants with some insights on the financial and technological challenges of the telecommunications industry to provide world class services. Through this session, YTL also shared alternative connectivity solutions that can be used to fulfil the current needs.
Slot 3: ‘Future of broadband in Malaysia’.
Meanwhile, the third slot was delivered by MCMC Head of Division Policy – Muhammad Razali Anuar, who elaborated on the National Fiberisation and Connectivity Plan (NFCP) and how it can benefit Malaysians. NFCP has four objectives to address issues that hinder the widespread availability of high quality and affordable digital connectivity to support digital economy as well as the implementation plan of five years (2019-2022).
At the end of all three slots, the panellists, who are industry experts, answered questions from the dialogue participants and provided feedback regarding today’s broadband services.
Mohamad Yusrizal added, “CFM would like to thank all the representatives from the service providers for their endless support in empowering consumers by sharing information and insights of the industry. We hope that this collaboration will continue in the future for the betterment of both consumers and the industry.
CFM will always strive to encourage consumers to be well informed and to also provide accurate information through various initiatives as well as continue to monitor the services offered by service providers as set forth in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC). For more information and tips, users can access the CFM portal at www.consumerinfo.my.