The Communications and Multimedia Consumer Forum of Malaysia (CFM), a body under the Malaysian Communications and Multimedia Commissions (MCMC), received the highest number of complaints in the third quarter (Q3) of 2018 with 1,496 complaints compared to the first two quarters of this year, the body reported in its 17th Annual General Meeting held at the MCMC Auditorium in Cyberjaya today.
From January to September of this year, a total of 3,266 complaints was reported to CFM by consumers from all over Malaysia. Out of this, 86% of complaints were resolved in less than 15 days.
According to CFM, bill disputes make up most of the complaints received followed by Service Disruption/Downtime, No Coverage for High-Speed Broadband services, Poor Coverage 4G/LTE and others.
Complaints related to pricing has been showing a significant increase. In August, CFM recorded a total of 13 complaints related to pricing and that number has increased to 64 in September. The increase is likely due to the industry-wide reduction in broadband subscription prices as a result of the implementation of the Mandatory Standard Access Pricing (MSAP) agreement in June.
“Consumers are advised to keep themselves sufficiently informed especially in choosing telecommunications services and not to be guided solely by cheap pricing but to also check on the quality of services provided by the service providers.” CFM Chairman, Mohamad Yusrizal Dato’ Yusoff said at the meeting. In addition, CFM will keep watch to ensure that consumers continue to get the best quality of services.
Service providers are also advised to provide the right information to their customers while consumers should also read the terms and conditions besides making necessary enquiries to the service provider prior to subscribing so that issues related to the telecommunications can be curbed at the early stage.
If you have a problem with your telecommunications service provider you can forward your complaint to the MCMC Complaint Beraeu via the following:
For more info, check complaint.cfm.my