by BERNAMA / pic by MUHD AMIN NAHARUL
Telekom Malaysia Berhad (TM) was given a final warning letter besides being urged to correct all promotional materials and advertisements on all channels, as well as reach out to affected customers on the change in upload speeds on the Unifi 500Mbps package.
The Malaysian Communications and Multimedia Commission (MCMC) in a statement yesterday said the warning was to comply with Section 1.2 of the General Consumer Code of Practice (GCC), and the commission also took into account the weaknesses in TM’s internal controls which led to the confusion.
“The section requires service providers to give information that is adequate, accurate, true, up-to-date, and in simple and uncluttered language to users.
“MCMC will ensure that the customer’s rights affected by the confusion arising from changes in Unifi 500Mbps package information are handled fairly by TM.
“MCMC hopes that this incident will serve as a reminder to all service providers to ensure that consumer interests continue to be the basis of all business practices,” the statement said.
MCMC said failure to comply with the instructions issued through the warning letter could result in action being taken under Section 242 of the Communications and Multimedia Act 1998, which carries a fine of not more than RM100,000 or imprisonment not exceeding two years, or both.
MCMC also reminded the telecommunications company to adopt an ethical way of doing business at all times by ensuring that advertising and promotional materials are accurate.
TM is also reminded to ensure that customers enjoy the quality of service as per the package subscribed, and inform customers about issues that may affect their service experience.
MCMC is currently reviewing the GCC so that service providers are more attentive to consumer-related practices, thus improving consumer protection.