CFM committed to protecting consumer interests

• Total number of complaints received in 2016 shows an increase of 3.14% to 7,556
• Managed to solve 77% of complaints received in 2016 within 15 business days

THE Communications and Multimedia Consumer Forum of Malaysia (CFM) held CFM 2017 Annual General Meeting (AGM) at Malaysian Communications and Multimedia Commission (MCMC) auditorium on Oct 5, by discussing the agenda towards protecting consumer rights in the communications and multimedia industry.

“Consumer complaints reported to CFM has shown an increase annually. The total number of complaints received in 2016 shows an increase of 3.14% to 7,556 complaints compared to 2015 that only records 7,326 complaints.

CFM has managed to solve 77% of complaints received in 2016 within 15 business days,” said CFM chairman Megat Ishak Maamunor Rashid.

Meanwhile, the number of complaints received by CFM as of the third quarter 2017 is 3,518 complaints with billing and charging recording the highest number of complaints reported by consumer.

Megat said that the growing number of complaints indicates consumer awareness on the importance of lodging a formal complaint rather than making comments on social media that would not have a significant impact on the change of communications and multimedia services.

As an industry forum, CFM is also responsible for the development and implementation of General Consumer Code of Practice for the communications and Multimedia Industry in Malaysia (GCC) where it promotes best practices for service providers and to protect consumers.

Moving forward, Megat Ishak said, “CFM will continue to move forward by proactively addressing consumer issues such as Call Charges to Customer Service, Guidelines for Debt Management (CTOS) and Pay-Per-Use Internet Charging Mechanism through discussions with the industry.

In line with this direction, CFM supports the implementation of the new guidelines on registration of prepaid public cellular services issued by MCMC and will be fully enforced by Jan 1, 2018.

The new guidelines on registration of prepaid public cellular services must be followed by all service providers and consumers and is aimed at eradicating the misuse of prepaid public cellular for crime and terrorism that can become a threat to national security.

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