CYBERJAYA, 3 DEC 2020 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) today held its 19th Annual General Meeting (AGM) attended by 39 members comprising of Consumers and Associate Members (individuals) representing the demand side, as well as the Service Providers from the supply side. This meeting was held virtually for the first time to comply with the guidelines of the Conditional Movement Control Order (CMCO).

Three (3) resolutions and constructive proposals were approved in the meeting to enhance the effectiveness of CFM as a forum for consumers and industries point of reference.

CFM acts as a facilitator and serves as a channel for users to redress unresolved complaints by service providers based on the guidelines set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).

“According to CFM 2019 Annual Report, a total of 11,615 complaints were received which saw an increase of 83% compared to 2018. Of the total complaints, Network problems for Cellular Services is the highest category of complaints with 3,367 complaints,” said CFM Chairperson, Datin Mohana Mohariff.

In the National Budget 2021, an allocation of RM7.4 billion under the National Digital Networking Plan (JENDELA) initiative shows the government’s readiness to help Malaysia face the new norms that require a more stable internet connection in all areas.

Datin Mohana added, “Through this allocation, CFM hopes that the development of broadband infrastructure and services can be effectively distributed in all areas for all consumers to enjoy. Consumer associations can also help consumers in their areas who are facing telecommunication problems by raising the unresolved complaints to CFM so that the issue can be resolved with the service provider more proactively.”

This year CFM, in collaboration with the demand and supply sides has submitted to MCMC a proposed revision of the current GCC to meet the current needs of consumers and industry developments. Several provisions in the code have been refined and improved to ensure that consumer rights continue to be prioritized to support a more sustainable growth of the industry.

In line with CFM’s vision to create a conducive environment for consumers in the communications and multimedia sector, CFM also plays a role in ensuring that all service providers comply with the GCC in the operations and procedures they carry out.

With the theme of “Consumers Take Precedence” for the CFM Annual Report 2019, CFM will continue to be committed in strengthening the handling of GCC-based complaints for the benefit of consumers and industry development. The CFM Annual Report 2019 can be read and downloaded on the CFM portal:




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:


(integrated system with MCMC)



Malaysian Communications & Multimedia Commission (MCMC) Former HQ,

Jalan Impact, Cyber 6,

63000 Cyberjaya,



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