CYBERJAYA, 25 SEPT 2020 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) conducted an online poll during the Movement Control Order (MCO) to gather feedback from consumers of their subscribed services. The findings of the poll show that most consumers are not satisfied with the quality of internet speed promised by Telcos.
The poll also found that most respondents have more than one issue that included quality of indoor network coverage and no significant improvements to complaints lodged.
“We conducted this poll during the recent MCO, when everyone was highly dependent on internet connectivity to work from home and stay connected. This issue should not happen as Telcos have promised to provide the service as subscribed and should be more proactive in improving their services,” said CFM Chairperson, Datin Mohana Mohariff.
Datin Mohana added, “CFM has been working with MCMC and is currently in the process of tightening up the provisions of the General Consumer Code (GCC) to ensure that consumer rights are protected. Some of the topics that will be reviewed in the GCC are the service contractual terms and conditions, to provide a critical information summary, and more attention to consumers with special needs.”
CFM always encourage consumers to lodge complaint to their respective Telcos by providing detailed information about the issue. If the problem is still not resolved, consumers can lodge a report to CFM via the integrated complaint portal with MCMC at https://aduan.skmm.gov.my/.
Meanwhile, there are few methods which consumers could try to rectify their internet speed issues by doing some self-troubleshooting. Please visit CFM portal at:
https://www.consumerinfo.my/basic-faq-how-to-troubleshoot-your-wi-fi-network/
#YourRightsOurPriority
#BeASmartConsumer
_______________________________END______________________________
APPENDIX
| STATE | NUMBER OF RESPONDENTS |
ISSUE (*consumer can choose more than 1 option) |
||||
| A | B | C | D | E | ||
| Selangor | 34 | 2 | 20 | 20 | 13 | 6 |
| Sarawak | 29 | 6 | 13 | 19 | 12 | 7 |
| Pahang | 18 | 10 | 9 | 13 | 7 | 5 |
| Kedah | 18 | 2 | 6 | 13 | 7 | – |
| Perak | 18 | 1 | 12 | 6 | 6 | 4 |
| Sabah | 18 | 1 | 7 | 12 | 11 | 2 |
| Kelantan | 17 | 5 | 9 | 13 | 7 | 1 |
| Johor | 15 | 3 | 10 | 9 | 7 | 4 |
| N. Sembilan | 13 | 4 | 8 | 9 | 9 | 3 |
| Terengganu | 8 | 4 | 4 | 3 | 3 | 1 |
| Melaka | 6 | 2 | 2 | 6 | 2 | 1 |
| KL | 6 | – | 2 | 2 | 2 | 3 |
| Perlis | 3 | – | 1 | 3 | 2 | 1 |
| Putrajaya | 3 | – | – | 3 | 1 | 1 |
| P. Pinang | 2 | – | 2 | 1 | 1 | – |
| WP Labuan | 1 | – | 1 | – | – | – |
| TOTAL | 209 | 40 | 106 | 132 | 90 | 39 |
|
Legend: Issue A: No telecommunication tower in the area, need to go to town to get network coverage. Issue B: No signal at home, need to go outdoors for connectivity. Issue C: Internet speed not as promised by the service provider. Issue D: Complaint lodged, but still no changes. No action taken. Issue E: Others *Online poll link: https://www.facebook.com/consumer.forum.malaysia/posts/4039925392749087 |
ADDITIONAL INFO:
- MCMC – Malaysian Communications and Multimedia Commission (MCMC)
- GCC – General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC)
- GCC is a voluntary industry code registered in 2003 by the MCMC to serve as a guideline and benchmark for service providers in the provision of communications and multimedia services to consumers.
- Any breach of the GCC by service providers will be reported to the MCMC for their further action.
- The GCC 2003 is currently undergone a review process in line with current industry developments to ensure that GCC version 2020 captures the needs and protect the rights of the Malaysian communications and multimedia consumers.
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:
COMPLAINT PORTAL |
(integrated system with MCMC) |
| OFFICE |
CFM Malaysian Communications & Multimedia Commission (MCMC) Former HQ, Jalan Impact, Cyber 6, 63000 Cyberjaya, Selangor |
For more information and useful tips, please visit our portal and social media page:
| PORTAL CFM | |
| CFM SOCIAL MEDIA |
Facebook: consumer.forum.malaysia Twitter: @cfm_malaysia Instagram: @cfm_malaysia |
Media Contacts:
Noor Shahdiella Abd Manan [email protected] 019-324 6036
Roharrashidah Abdul Halil [email protected] 017-896 1588
CYBERJAYA, 25 SEPT 2020 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) conducted an online poll during the Movement Control Order (MCO) to gather feedback from consumers of their subscribed services. The findings of the poll show that most consumers are not satisfied with the quality of internet speed promised by Telcos.
The poll also found that most respondents have more than one issue that included quality of indoor network coverage and no significant improvements to complaints lodged.
“We conducted this poll during the recent MCO, when everyone was highly dependent on internet connectivity to work from home and stay connected. This issue should not happen as Telcos have promised to provide the service as subscribed and should be more proactive in improving their services,” said CFM Chairperson, Datin Mohana Mohariff.
Datin Mohana added, “CFM has been working with MCMC and is currently in the process of tightening up the provisions of the General Consumer Code (GCC) to ensure that consumer rights are protected. Some of the topics that will be reviewed in the GCC are the service contractual terms and conditions, to provide a critical information summary, and more attention to consumers with special needs.”
CFM always encourage consumers to lodge complaint to their respective Telcos by providing detailed information about the issue. If the problem is still not resolved, consumers can lodge a report to CFM via the integrated complaint portal with MCMC at https://aduan.skmm.gov.my/.
Meanwhile, there are few methods which consumers could try to rectify their internet speed issues by doing some self-troubleshooting. Please visit CFM portal at:
https://www.consumerinfo.my/basic-faq-how-to-troubleshoot-your-wi-fi-network/
#YourRightsOurPriority
#BeASmartConsumer
_______________________END______________________
APPENDIX
| STATE | NUMBER OF RESPONDENTS |
ISSUE (*consumer can choose more than 1 option) |
||||
| A | B | C | D | E | ||
| Selangor | 34 | 2 | 20 | 20 | 13 | 6 |
| Sarawak | 29 | 6 | 13 | 19 | 12 | 7 |
| Pahang | 18 | 10 | 9 | 13 | 7 | 5 |
| Kedah | 18 | 2 | 6 | 13 | 7 | – |
| Perak | 18 | 1 | 12 | 6 | 6 | 4 |
| Sabah | 18 | 1 | 7 | 12 | 11 | 2 |
| Kelantan | 17 | 5 | 9 | 13 | 7 | 1 |
| Johor | 15 | 3 | 10 | 9 | 7 | 4 |
| N. Sembilan | 13 | 4 | 8 | 9 | 9 | 3 |
| Terengganu | 8 | 4 | 4 | 3 | 3 | 1 |
| Melaka | 6 | 2 | 2 | 6 | 2 | 1 |
| KL | 6 | – | 2 | 2 | 2 | 3 |
| Perlis | 3 | – | 1 | 3 | 2 | 1 |
| Putrajaya | 3 | – | – | 3 | 1 | 1 |
| P. Pinang | 2 | – | 2 | 1 | 1 | – |
| WP Labuan | 1 | – | 1 | – | – | – |
| TOTAL | 209 | 40 | 106 | 132 | 90 | 39 |
|
Legend: Issue A: No telecommunication tower in the area, need to go to town to get network coverage. Issue B: No signal at home, need to go outdoors for connectivity. Issue C: Internet speed not as promised by the service provider. Issue D: Complaint lodged, but still no changes. No action taken. Issue E: Others *Online poll link: https://www.facebook.com/consumer.forum.malaysia/posts/4039925392749087 |
ADDITIONAL INFO:
- MCMC – Malaysian Communications and Multimedia Commission (MCMC)
- GCC – General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC)
- GCC is a voluntary industry code registered in 2003 by the MCMC to serve as a guideline and benchmark for service providers in the provision of communications and multimedia services to consumers.
- Any breach of the GCC by service providers will be reported to the MCMC for their further action.
- The GCC 2003 is currently undergone a review process in line with current industry developments to ensure that GCC version 2020 captures the needs and protect the rights of the Malaysian communications and multimedia consumers.
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:
COMPLAINT PORTAL |
(integrated system with MCMC) |
| MOBILE APPLICATION | Download “MY MOBILE RIGHTS” on Google Play Store and App Store |
| OFFICE |
CFM Malaysian Communications & Multimedia Commission (MCMC) Former HQ, Jalan Impact, Cyber 6, 63000 Cyberjaya, Selangor |
For more information and useful tips, please visit our portal and social media page:
| PORTAL CFM | |
| CFM SOCIAL MEDIA |
Facebook: consumer.forum.malaysia Twitter: @cfm_malaysia Instagram: @cfm_malaysia |
Media Contacts:
Noor Shahdiella Abd Manan [email protected] 019-324 6036
Roharrashidah Abdul Halil [email protected] 017-896 1588
CYBERJAYA, 25 SEPT 2020 – The Communications and Multimedia Consumer Forum of Malaysia (CFM) conducted an online poll during the Movement Control Order (MCO) to gather feedback from consumers of their subscribed services. The findings of the poll show that most consumers are not satisfied with the quality of internet speed promised by Telcos.
The poll also found that most respondents have more than one issue that included quality of indoor network coverage and no significant improvements to complaints lodged.
“We conducted this poll during the recent MCO, when everyone was highly dependent on internet connectivity to work from home and stay connected. This issue should not happen as Telcos have promised to provide the service as subscribed and should be more proactive in improving their services,” said CFM Chairperson, Datin Mohana Mohariff.
Datin Mohana added, “CFM has been working with MCMC and is currently in the process of tightening up the provisions of the General Consumer Code (GCC) to ensure that consumer rights are protected. Some of the topics that will be reviewed in the GCC are the service contractual terms and conditions, to provide a critical information summary, and more attention to consumers with special needs.”
CFM always encourage consumers to lodge complaint to their respective Telcos by providing detailed information about the issue. If the problem is still not resolved, consumers can lodge a report to CFM via the integrated complaint portal with MCMC at https://aduan.skmm.gov.my/.
Meanwhile, there are few methods which consumers could try to rectify their internet speed issues by doing some self-troubleshooting. Please visit CFM portal at:
https://www.consumerinfo.my/basic-faq-how-to-troubleshoot-your-wi-fi-network/
#YourRightsOurPriority
#BeASmartConsumer
_______________________________END______________________________
APPENDIX
| STATE | NUMBER OF RESPONDENTS |
ISSUE (*consumer can choose more than 1 option) |
||||
| A | B | C | D | E | ||
| Selangor | 34 | 2 | 20 | 20 | 13 | 6 |
| Sarawak | 29 | 6 | 13 | 19 | 12 | 7 |
| Pahang | 18 | 10 | 9 | 13 | 7 | 5 |
| Kedah | 18 | 2 | 6 | 13 | 7 | – |
| Perak | 18 | 1 | 12 | 6 | 6 | 4 |
| Sabah | 18 | 1 | 7 | 12 | 11 | 2 |
| Kelantan | 17 | 5 | 9 | 13 | 7 | 1 |
| Johor | 15 | 3 | 10 | 9 | 7 | 4 |
| N. Sembilan | 13 | 4 | 8 | 9 | 9 | 3 |
| Terengganu | 8 | 4 | 4 | 3 | 3 | 1 |
| Melaka | 6 | 2 | 2 | 6 | 2 | 1 |
| KL | 6 | – | 2 | 2 | 2 | 3 |
| Perlis | 3 | – | 1 | 3 | 2 | 1 |
| Putrajaya | 3 | – | – | 3 | 1 | 1 |
| P. Pinang | 2 | – | 2 | 1 | 1 | – |
| WP Labuan | 1 | – | 1 | – | – | – |
| TOTAL | 209 | 40 | 106 | 132 | 90 | 39 |
|
Legend: Issue A: No telecommunication tower in the area, need to go to town to get network coverage. Issue B: No signal at home, need to go outdoors for connectivity. Issue C: Internet speed not as promised by the service provider. Issue D: Complaint lodged, but still no changes. No action taken. Issue E: Others *Online poll link: https://www.facebook.com/consumer.forum.malaysia/posts/4039925392749087 |
ADDITIONAL INFO:
- MCMC – Malaysian Communications and Multimedia Commission (MCMC)
- GCC – General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC)
- GCC is a voluntary industry code registered in 2003 by the MCMC to serve as a guideline and benchmark for service providers in the provision of communications and multimedia services to consumers.
- Any breach of the GCC by service providers will be reported to the MCMC for their further action.
- The GCC 2003 is currently undergone a review process in line with current industry developments to ensure that GCC version 2020 captures the needs and protect the rights of the Malaysian communications and multimedia consumers.
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:
COMPLAINT PORTAL |
(integrated system with MCMC) |
| MOBILE APPLICATION | Download “MY MOBILE RIGHTS” on Google Play Store and App Store |
| OFFICE |
CFM Malaysian Communications & Multimedia Commission (MCMC) Former HQ, Jalan Impact, Cyber 6, 63000 Cyberjaya, Selangor |
For more information and useful tips, please visit our portal and social media page:
| PORTAL CFM | |
| CFM SOCIAL MEDIA |
Facebook: consumer.forum.malaysia Twitter: @cfm_malaysia Instagram: @cfm_malaysia |
Media Contacts:
Noor Shahdiella Abd Manan [email protected] 019-324 6036
Roharrashidah Abdul Halil [email protected] 017-896 1588
