The top 5 complaints by Malaysian consumers in 2016

03 March 2017

(marketingmagazine.com.my)– The Communications and Multimedia Consumer Forum of Malaysia (CFM) recorded complaints on both Communications and Multimedia services with 7,556 valid complaints and 2,385 general enquiries received in 2016. Out of the total valid complaints received, CFM managed to resolve 99% while the remaining 1%is still under investigation.

The total number of valid complaints received in 2016 shows an increase of 3.14% from the 7,326 valid complaints lodged for the year 2015.

“Collecting both valid complaints and general enquiries from consumers are essential for solving their issues at the early stage. As a designated Forum that protects the rights of consumers, we will continue to monitor the service delivery of the various Service Providers by providing the SPs the necessary facilitation required in order for them to resolve the issues efficiently and expediently,” said the Chairman of CFM, Megat Ishak Maamunor Rashid.

Below are the Top 5 complaints received last year:

Out of all types of complaints received by CFM in 2016, Billing and Charging recorded as having the highest case volume, which is an increase of 36.62% from the 2,133 complaints lodged in the same category for the year 2015.

The highest recorded number of complaints received by CFM in the billing and charging category was billing dispute, topping at 1,484 complaints and which mainly revolve around billing dispute of charges or rates applied to the packages for both prepaid and postpaid subscriptions.

Megat Ishak stated that CFM will continue to investigate all issues that have affected the communications and multimedia services consumers in Malaysia and strives to ensure transparency in the handling of complaints while continuously to monitoring the service delivery of the Service Providers.

CFM continues to work closely with the various Service Providers (SP) to ensure all remaining cases will be solved as set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC). The arm receives complaints from the consumers through various channels including CFM Online Complaint Portal (CoP), toll-free hotline, e-mail and CFM MYMobileRights Complaint application which was launched in April 2016.

For more information on CFM and information on how to lodge a complaint click here.

 

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