|TOTAL VALID COMPLAINTS||7,556|
|TOTAL GENERAL ENQUIRIES||2,385|
|TOP 5 COMPLAINTS IN 2016|
|BILLING AND CHARGING||2,914|
|COMPLAINT RESOLUTION ANALYSIS 2016|
|TOTAL VALID COMPLAINTS||LESS THAN 30 DAYS||MORE THAN 30 DAYS|
CYBERJAYA, 2 MARCH 2017 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) recorded complaints on both Communications and Multimedia services with 7,556 valid complaints and 2,385 general enquiries received in the 2016. Out of the total valid complaints received, CFM managed to resolve 99% while the remaining 1%is still under investigation.
CFM continues to work closely with the various Service Providers (SP) to ensure all remaining cases will be solved as set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).
CFM receives complaints from the consumers through various channels made available to the public such as CFM Online Complaint Portal (CoP), toll free hotline, e-mail and CFM MYMobileRights Complaint application which was launched in April 2016.
The total number of valid complaints received in 2016 shows an increase of 3.14% from the 7,326 valid complaints lodged for the year 2015. CFM also received 2,385 general enquiries from consumers throughout Malaysia on issues relating to Communications and Multimedia services.
“Collecting both valid complaints and general enquiries from consumers are essential for solving their issues at the early stage. As a designated Forum that protects the rights of consumers, we will continue to monitor the service delivery of the various Service Providers by providing the SPs the necessary facilitation required in order for them to resolve the issues efficiently and expediently,” said the Chairman of CFM, Megat Ishak Maamunor Rashid.
Among the top five (5) consumer complaints categories received by CFM in 2016 include Billing and Charging (2914), Poor Service (2506), Poor Coverage (619), Unfair Practice (442) and No Coverage (404). Out of all types of complaints received by CFM in 2016, Billing and Charging recorded as having the highest case volume, which is an increase of 36.62% from the 2,133 complaints lodged in the same category for year 2015.
Furthermore, the highest recorded number of complaints received by CFM in the billing and charging category was billing dispute, topping at 1,484 complaints and which mainly revolve around billing dispute of charges or rates applied to the packages for both prepaid and postpaid subscriptions.
Megat Ishak stated that CFM will continue to investigate all issues that have affected the communications and multimedia services consumers in Malaysia and strives to ensure transparency in the handling of complaints while continuously to monitoring the service delivery of the Service Providers.
Further to this, CFM managed to resolve 90% of the complaints received within 30 business days. Complaints that take more than 30 business days to resolve are usually due to its complexity and dependency on other factors or parties. CFM advises consumers to provide all relevant supporting information or documents as requested by the Service Providers upon complaints submission to facilitate its resolution.
Compliance to the GCC is a mandatory license condition for all Service Providers where any breach of the code that is not rectified by the SPs will be reported to the Malaysian Communications and Multimedia Commission (MCMC) for their further action.
CFM is mandated by the Malaysian Communications and Multimedia Commission (MCMC) to provide avenues for consumers to seek redress to their unresolved complaints to the respective Service Providers as well as to facilitate the resolution of such complaints. CFM encourages consumers to understand the process of lodging complaints and to also empower themselves with the necessary awareness and knowledge to address any common issues that they might face.
Information and steps how to lodge a complaint on Communications and Multimedia services:
|1.||If there is any problem with communications and multimedia services in Malaysia, please contact respective service providers (SP) for resolution.
· SP will provide complaint reference number together with the timeframe for them to resolve the issue.
|2.||If the issue is not resolved, consumers are advised to lodge a complaint with CFM through channels provided.|
|3.||CFM offers several complaint channels for the public to seek redress to their unresolved complaints with the SPs. Here are some tips:
Complaint Online Portal (CoP): Consumers will receive notification together with complaint reference number once they have submitted the complaint via portal page.
Hotline: Consumers need to provide complaint reference number from the SP during the first level complaint.
MY Mobile Rights: Consumers will receive a copy of their complaints together with reference number via email.
Walk – In: Consumers will receive the main copy of the complaint form and within one (1) working day, they will receive an email notification together with reference number.
Email: Consumers will receive an acceptance email notification from CFM and the complaint will be validated within one (1) working day.
|4.||Cases that are still unresolved by CFM within the timeframe for resolution in GCC will be brought to the council for deliberation. Moving it forward, these cases will then be brought to relevant parties such as MCMC for resolution.|
|COMPLAINT ONLINE PORTAL (COP)||www.complaint.cfm.org.my|
|CONSUMER HOTLINE||1 – 800 – 18 – 2222|
|MOBILE APPLICATION||Download ‘MY MOBILE RIGHTS” from Google Play Store|
MALAYSIAN COMMUNICATIONS AND MULTIMEDIA COMMISSION (MCMC) OLD BUILDING, OFF PERSIARAN MULTIMEDIA, JALAN IMPACT, 6300 CYBERJAYA, SELANGOR
The Communications and Multimedia Consumer Forum of Malaysia (CFM) was established and designated by the Malaysian Communications and Multimedia Commission (MCMC) as one of the industry forums under the Communications and Multimedia Act 1998. It is a platform for the industry and the consumers/public to make coherent and constructive contributions to service improvements and policy development.
CFM is tasked with, amongst others, to promote 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 is also a channel for complaints redress on Communication and Multimedia services.
If you have unresolved complaints about your Communication and Multimedia services, please lodge your complaint by visiting CFM’s complaint portal, www.complaint.cfm.org.my or call our toll-free number 1-800-18-222. For more information, visit CFM’s website at www.cfm.org.my or write in to [email protected].
Noor Shahdiella Abd Manan [email protected] 019-3246036
Razaleigh Zain [email protected] 019-4170766
Roharrashidah Abdul Halil [email protected] 017-8961588