CFM stands for the Communications and Multimedia Consumer Forum of Malaysia, a platform designated by the Malaysian Communications and Multimedia Commission (MCMC) back in 2001. It’s a platform for the industry as well as the public to make constructive contributions (read: complaints) to service improvements and policy developments. On February 11th 2016, CFM announced an increase in the number of telecommunications complaints received for 2015, but even so, claimed that 97% of the complaints have been resolved by CFM.
CFM said it received a total of 7,326 telecommunications consumers’ complaints all over Malaysia, measured from January to December 2015. It is a 6.11% increase from the 6,904 complaints lodged in 2014. As mentioned earlier, out of the total complaints, 97% were said to be resolved by CFM and only “less than 3%” are still under investigation.
The Complaints and Compliance Management Department at CFM said it is working closely with various telecommunications and internet service providers to make sure the remaining cases will be resolved, as mandated by the General Consumer Code (GCC) of Practice for the Communications and Multimedia Industry Malaysia [PDF]. This code of practice has the objective of providing benchmarks and best practices to service providers to follow, in hopes to ensure that efficient and fair services are delivered.
The top five categories of complaints CFM received in 2015 are: ‘Poor Service’, ‘Billing and Charging’, ‘Poor Coverage’, ‘SMS’ (for Short Message Service), and ‘No Coverage’. Due to its generic name, the ‘Poor Service’ category scored the highest by a large margin, as it represented 42% of the total complaints of 2015. ‘Billing and Charging’ sits at second place with 29%. Percentages of the other three categories were not revealed.
Moving away from the categories, the highest number of complaints registered by CFM in 2015 goes to ‘Service Downtime’, which presumably is under the ‘Poor Service’ category, topping at 989 complaints. Apparently, these types of complaints were (automatically?) recorded when users lodges them to their respective service providers. Other complaints include internet connectivity issues, or recurring service disruptions despite the fact that the users have already lodged their complaints earlier.
CFM advises users to also lodge complaints when the service disruption is not caused by a downtime, but instead occurred locally due to equipment malfunction or technical failure. Not only that, CFM also urges users to present the service provides with necessary details to assist in the resolution, to be acquainted with the timeframe between disruption and resolution, and to get a tracking number for their future reference.
Megat Ishak Maamunor Rashid, Chairman of CFM, said, “CFM is mandated by the Malaysian Communications and Multimedia Commission to provide avenues for lodging complaints relating to consumer matters as well as to facilitate the resolution of such complaints. CFM ensures transparency in the handling of complaints by sharing the figures with the Malaysian consumer.”
Megat Ishak also added that as a public benefit organization, CFM will “protect the rights of the consumer” in Malaysia by monitoring the service of all service providers, and by addressing any breaches of the GCC code of practice.
As always, users are advised to resolve the issue with their respective service providers first, but subsequent complaints can be lodged at CFM. CFM is accessible in many ways, either through its portal http://www.complaint.cfm.org.my/, via email aduan@cfm.org.my, or even by calling CFM’s toll-free number 1-800-18-2222. Naturally, the highest number of complaints in 2015 were lodged through the portal, at 4,724 complaints recorded, with the second place going to the email method, with 2,174 complaints received. For more information, visit http://www.cfm.org.my/ or email enquiries@cfm.org.my.
CFM would also like you to know it is kicking off its 15th Anniversary celebrations by organizing an awareness event named VIRAL. VIRAL will take place in UiTM Lendu in Melaka, on February 23rd and 24th, 2016.
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