Billing disputes biggest issue for Communications and Multimedia Consumer Forum

Billing disputes are telecommunications biggest issue according to CFM

The Communications and Multimedia Consumer Forum of Malaysia (CFM) received the highest number of complaints in the third quarter (Q3) of 2018 with 1,496 complaints compared to the first two quarters of this year where 3,266 complaints were reported to CFM by consumers from all over Malaysia from January until September 2018.

“Out of the total number of complaints, CFM successfully resolved 86% of complaints in less than 15 days as set out in General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC),” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff who chaired CFM’s 17th Annual General Meeting (AGM) in MCMC Auditorium, Cyberjaya today.

Other disputes that were high on the list included service disruption/downtime, no coverage for high speed broadband services as well as poor coverage for 4G/LTE.

According to Yusrizal price complaints have increased since last August from 13 to 64 as of September with a drop in the price for broadband services which was announced by the Minister of Communications and Multimedia, YB Gobind Singh Deo after the implementation of the Mandatory Standard Access Pricing (MSAP) last June.

“Consumers are advised to keep themselves sufficiently informed especially in choosing telecommunications services and not to be guided solely by cheap pricing but to also check on the quality of services provided by the service providers,” he said.

Service providers are also advised to provide the right information to their customers while consumers should also read the terms and conditions besides making necessary enquiries to the service provider prior to subscribing so that issues related to the telecommunications can be curbed at the early stage.

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