CFM received 3,266 complaints in nine months

By Jenny Imanina Lanong Abdullah

CYBERJAYA, Oct 31 (Bernama) -- The Communications and Multimedia Consumer Forum of Malaysia (CFM) said it received 3,266 complaints on matters ranging from billing to broadband service between January and September this year.

CFM chairman, Mohamad Yusrizal Yusoff, told Bernama after its 17th annual general meeting today that billing disputes were among the highest, followed by grievances on service disruption/downtime, high-speed broadband service and poor 4G/LTE coverage.

He said price-related complaints saw a significant increase since August, from 13 to 64 complaints in September.

The increase followed the price reduction in fixed broadband called-for by Communications and Multimedia minister, Gobind Singh Deo, and implemented through the Mandatory Standard on Access Pricing (MSAP) in June.

According to Yusrizal, several services providers have already complied, but CFM will continue to monitor the situation.

He advised consumers to do their research before committing to a service and not just go for the cheapest price.

“Some 86 per cent of the 3,266 complaints were resolved in less than 15 days in accordance with the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC),” he said, adding the CFM is also working on bettering the amount of days it takes to solve a problem.

Yusrizal said that compared to the same period last year, there was a reduction in grievances because consumers were also complaining to the Malaysian Communications and Multimedia Commission (MCMC).

He said CFM has asked MCMC to allow CFM to handle the complaints alone because many prefer this arrangement.

Therefore, CFM is working on improving its complaints channel and structure which will be introduced in December.

In the meantime, consumers can submit complaints to https://aduan.skmm.gov.my, via the My Mobile Rights app or by visiting CFM in Cyberjaya, Selangor.

-- BERNAMA