KUCHING: The Communications and Multimedia Consumer Forum of Malaysia (CFM) 18th annual general meeting (AGM) announced the total number of complaints reported by consumers for the first half-year (H1 2019) from January to June this year with 4,635 complaints compared to H1 2018 with 1,770 complaints received.
Out of the 4,635 complaints, 97% of the complaints were resolved within 15 business days as of July 5 this year, as set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).
According to CFM records, Network issues such as Service Disruption are among the highest number of complaints reported by consumers to CFM.
This is followed by other categories which include Billing and Charging, Service Delivery, Mobile Number Portability (MNP), SMS Service, Unfair Practice, Misrepresentation of Service, Pricing and Dispute Terms and Conditions, said CFM chairman, Mohamad Yusrizal Datuk Yusoff, who chaired CFM’s 18th AGM in MCMC Auditorium, Cyberjaya yesterday.
“Network issues received by CFM from consumers recorded 1,938 complaints from the total number of complaints received in H1 2019.
“Among the issues on network frequently reported are service disruption and service downtime, poor coverage 4G/LTE, no coverage 4G/LTE and no coverage high-speed broadband,” he added.
Apart from that, one of the most recent issues that caught CFM’s attention this year was Direct Carrier Billing which is a service that provides mobile device users with the ability to make payment digitally for any purchase in Google Play Store or Apple App Store via the user’s monthly mobile phone bill or prepaid credit.
Mohamad Yusrizal added, “With the development of digital technology in payment systems and increasing usage of e-Wallets today, more consumers are opting to use cashless payment methods. Further to this, CFM has received several complaints about the issue of payment by mobile phone bill. Consumers are advised to be cautious when making purchases using a mobile device. ”
CFM advises consumers to follow these precautions:
- Always check and monitor your phone bill details.
- Do not put save payment methods in your devices such as credit card details, debit cards, phone numbers, and e-Wallets. Only add payment when needed.
- Do not share your TAC or PIN numbers with any party.
- Do not authorise any unknown transactions.
- Do not share your personal data with others.
