29 APR 2010, BY CFM
Kuantan, Pahang – The Communications and Multimedia Consumer Forum of Malaysia (CFM) with the Malaysian Communications and Multimedia Commission (MCMC) Multimedia and Communications, has jointly organised a consumer seminar at Suruhanjaya Komunikasi dan Multimedia Malaysia headquarters at Kuantan today. The seminar aims to educate participants on issues facing both consumers and providers of communications and multimedia services and the roles played by CFM and MCMC in protecting consumer rights.
The awareness program drew participation from consumer and public interest groups, community leaders from Kuantan as well as Head of Departments from Government and Government Agencies. The highlight of the seminar was a panel discussion which consisted of representatives from service providers who fielded questions from the participants. Muhamad Tahir Muhamad Noor, CFM’s Executive Director, explained that the panel was meant as a platform for discussions on problems impacting delivery of communications and multimedia services and the solutions that will be taken to solve them. “We want to educate consumers on the service delivery issues and help them to resolve problems in getting good service. We hope this will assist in empowering consumers and the feedback received will help the service providers in formulating solutions to the problems raised.”
Among issues brought up by CFM to consumers is the importance of comparing service packages and understanding the terms and condition of a package they are subscribing to. It was also highlighted that the General Consumer Code (GCC) has stated that a communications packaging on sale should be in a language which is easily understood. One such good example would be stating upfront on the speed of the package that a subscriber would be potentially subscribing to. This in return, would dramatically eliminate all wrong level of expectations between user and Service Provider.
CFM has also introduced the ConsumerInfo education series which is distributed free to the participants. Plans to publish the ConsumerInfo series in the form of a convenient booklet are in place as part of CFM’s effort to empower the consumer with more information.
Among the highlighted issues during the discussion session were criminal offences using social media, SMS scams, billing issues, pricing issues, identity theft and ambiguous SMS advertising.
The Communications and Multimedia Consumer Forum of Malaysia (CFM) is an organisation designated by Malaysian Communications and Multimedia Commision Malaysia (MCMC) as a Consumer Forum as per the provisions in the Communications and Multimedia Act 1998. Its primary role is to produce voluntary industry codes which serve as a guideline or best practice benchmark for the Communications and Multimedia Service providers.
CFM is a channel for complaints on Communication and Multimedia services. It is also tasked to develop Codes that protect the rights of the consumer, recommend procedures for compensation and any other courses of action to the customer in case of a breach from the Consumer Code. The CFM also endeavors to promote and encourage high standards of service, conduct and performance throughout the Communications and Multimedia industry and to develop consumer confidence.
If you have unresolved complaints about your Communication and Multimedia services, please lodge your complaint by calling CFM’s toll free number 1-800-18-2222 orvisit CFM’s website at www.cfm.org.my or write in to email@example.com.
CONSUMER EMPOWERMENT THROUGH CODES AND EDUCATION
Through various complaints received from the public since its inception in 2001, CFM has drafted 2 consumer codes to administer and resolve issues received. The codes are namely, the General Consumer Code (GCC) and Internet Access Code; either can be obtained in booklets from CFM’s office or downloaded from their website at www.cfm.org.my for free. These codes serve as a guideline for a fair and equitable service between service providers and consumers. The codes outline procedures and recommends inexpensive processes to solve complaints out of the court systems. The General Consumer Code is reviewed every 3 years for updates and improvements to address latest Communications and Multimedia industry developments and consumers needs raised. The GCC will be reviewed this year on the 6th of May 2010 at MCMC headquarters in Cyberjaya. Feedbacks from the public and experts through various events and communications will be consolidated and discussed there.
With the launch of CFM’s Consumer Online Portal (CoP), complaints on communications and multimedia services can be lodged via CoP which is accessible through CFM’s website at www.cfm.org.my. Consumers can now look forward to having their unresolved complaints attended and solved faster and complaint cases handled with high efficiency.
CFM is bullish on taking a pro-active approach to championing consumer rights. More regional activities to update, promote and educate consumers on their rights are currently being planned. CFM is also working very closely with various public interest groups, educational institutions, corporate CSR arms and service providers to disseminate information and increase public awareness.
Issued by Communications and Multimedia Consumer Forum of Malaysia.
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Athirah Tan – Senior Executive, Communications & PR.
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