Out of the 4,635 complaints, 97% of the complaints were resolved within 15 business days as of 5 July 2019, as set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).
According to CFM records,
Network issues such as
Service Disruption are among the highest number of complaints reported by consumers to CFM. This is followed by other categories which include Billing and Charging, Service Delivery, Mobile Number Portability (MNP), SMS Service, Unfair Practice, Misrepresentation of Service, Pricing and Dispute Terms and Conditions.
“Network issues received by CFM from consumers recorded 1,938 complaints from the total number of complaints received in H1 2019. Among the issues on network frequently reported are service disruption and service downtime, poor coverage 4G/LTE, no coverage 4G/LTE and no coverage high-speed broadband,” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff who chaired CFM’s 18th AGM in MCMC Auditorium, Cyberjaya on 31 July 2019.
Apart from that, one of the most recent issues that caught CFM’s attention this year was
Direct Carrier Billing which is a service that provides mobile device users with the ability to make payment digitally for any purchase in Google Play Store or Apple App Store via the user’s monthly mobile phone bill or prepaid credit.
Mohamad Yusrizal added, “With the development of digital technology in payment systems and increasing usage of e-Wallets today, more consumers are opting to use cashless payment methods. Further to this, CFM has received several complaints about the issue of payment by mobile phone bill. Consumers are advised to be cautious when making purchases using a mobile device. "
CFM advises consumers to follow these precautions:
1. Always check and monitor your
phone bill details.
2. Do not put save
payment methods in your devices such as credit card details, debit cards, phone numbers, and e-Wallets. Only add payment when needed.
3. Do not share your
TAC or
PIN numbers with any party.
4. Do not
authorize any unknown
transactions.
5. Do not share your
personal data with others.
On another note, the CFM AGM witnessed the appointment of 13 new Council Members for the 2019-2021 term that was conducted over e-voting by CFM members who attended the annual meeting on 31 July 2019.
Mohamad Yusrizal, who served as CFM Chairman for two years, stepped down and expressed his hope that the new CFM leadership would continue to be fully committed not only towards CFM’s improvement but also towards the consumers and the industry as a whole.
At the AGM, Datin Mohana Mohariff from Telekom Malaysia Berhad (TM) has been elected as the new CFM Chairperson for 2019-2021 term and will be supported by the Deputy Chairman Mohamad Yusrizal Dato’ Yusoff (CAKE), Secretary – Azlinda Zainal Abidin (ASTRO), and Treasurer – Abdul Rahman Samad (KPM).
Source: The Communications and Multimedia Consumer Forum of Malaysia (CFM)
FOR MORE INFORMATION, PLEASE CONTACT:
Name: Noor Shahdiella Abd Manan
Tel: 019-3246036
Email: shahdiella@cfm.my
Name: Roharrashidah Abdul Halil
Tel: 017-8961588
Email: roharrashidah@cfm.my
Name: Nur Shazwani Zainudin
Tel: 017-4012010
Email: shazwani@cfm.my
--BERNAMA
