Disruption, network problems remain top telco issues


TELECOMMUNICATION services disruption and network problems drew the highest number of complaints from the public for the first six months of the year, the Communications and Multimedia Consumer Forum of Malaysia (CFM) said yesterday.

Deputy chairman Mohamad Yusrizal Yusoff (picture) said there were 1,938 complaints on service disruptions and network issues from January to June this year, the top complaint received for the fourth year running.

In total, there were 4,635 complaints on a range of telecommunication issues, an increase of 161% compared to 1,770 complaints for the same period last year, he said.

“Of the 4,635 complaints received, 97% or 4,496 complaints were resolved in less than 15 days as stipulated in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia,” he said in a press conference after CFM 18th AGM in Cyberjaya yesterday.

The remaining 3% could not be resolved due to infrastructure issues in the affected areas and they have been referred to the Malaysian Communications and Multimedia Commission for further action, he said.

In addition, Mohamad Yusrizal said the second-highest complaints were those related to billing and charges at 1,211, followed by services (547), number mobility (286), SMS services (230), unfair practices (163), misrepresentation of services (106), prices (72), dispute over terms and conditions (60) and other complaints (22).

He said the most recent issue that CFM was concerned about was the direct carrier billing, a digital payment method at Google Play Store or Apple App Store via monthly telephone bills or prepaid credit.

At the same press conference, CFM announced the appointment of Mohana Mohariff as the new CFM chairman. — Bernama