KUALA LUMPUR, 12 NOVEMBER 2015 – Due to the increasing number of unsolicited mobile SMS messages in Malaysia in recent months, the Communications and Multimedia Consumer Forum of Malaysia (CFM) is looking at addressing any complaints resulting from this trend by raising the awareness of the general public on the steps they could take to protect their rights as a consumer.

“CFM has seen a notable increase in the number of complaints for SMS year on year. As of September 2015, a total of 630 complaints were lodged with CFM, showing an increase compared to 511 complaints in 2014 and 513 complaints for 2013. CFM will continue to increase its efforts and ensure that consumers are not short – changed by continuously monitoring the service delivery of the Service Providers and addressing any breaches of The General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC),” said Chairman of CFM, Megat Ishak Ma’amunor Rashid.

Year Total Complaints
2010 127
2011 104
2012 408
2013 513
2014 511
2015 (as of September 2015) 630

GCC is a code of practice for all Communications and Multimedia Service Providers in Malaysia with the objective of providing benchmarks and best practices to ensure fair and finest services are delivered to the consumers.

CFM is working with the Malaysian Mobile Content Providers Association (MMCP) together with the Malaysian Communications and Multimedia Commission (MCMC) to educate consumers on the steps they could take to protect their rights from becoming the victim of unsolicited SMS and share with them the channels available for them to lodge their complaints. At the same time, CFM is also engaging with the service and content providers to ensure that they comply with existing regulations and standards.

According to Megat Ishak, there are a few things that consumers can do in case they are faced with problems related to unsolicited SMS. Firstly, if consumers think that they have received unwanted SMS, what they can do is type OUT and send it to the same short code number. At the same time, complainants may also request for a refund of fees paid for these unsubscribed messages by lodging a report directly to their service provider. Alternatively, consumers may also lodge their complaints with CFM, either through the CFM complaints portal, CoP at www.complaint.cfm.org.my or other platforms such as via email to aduan@cfm.org.my

He added, CFM is also making available a standard complaint format to facilitate the lodging of complaints to the service providers.

“To help consumers on the issue, we have come out with a standard complaint format with all the required information that need to be filled by the complainant which can be sent to the respective service providers, should the complainants wish to seek redress or, in certain cases, a refund,” said Megat Ishak.


About CFM

The Communications and Multimedia Consumer Forum of Malaysia (CFM) was established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in 2001. 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 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 is also a channel for complaints redress on Communications 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 enquiries@cfm.org.my.

Media Contacts:

Noor Shahdiella Abd Manan shahdiella@cfm.my 019-3246036
Roharrashidah Abdul Halil roharrashidah@cfm.my 016-9642972
Razaleigh Zain razaleigh@cfm.my 019-4170766