CFM 2017 complaints resolution rate rises
By Digital News Asia March 22, 2018
- Received 4,746 complaints from all over Malaysia in 2017
- Resolved 86% of complaints in less than 15 days; 9% more than 2016
COMMUNICATIONS and Multimedia Consumer Forum of Malaysia (CFM) received 4,746 complaints related to communications and multimedia services from all over Malaysia in 2017. Out of the total number of complaints, CFM successfully resolved 86% complaints in less than 15 days that is 9% increase compared to 2016.
“Although the number of complaints received in 2017 has decreased as compared to the previous year, the percentage of complaints resolved, however, recorded an increase. CFM has managed to resolve the complaints within the stipulated time as set out in General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC). The process of improving complaints has seen to marked improvement from year to year,” said CFM chairman Mohamad Yusrizal Yusoff.
According to CFM records, cellular services remain as the highest type of complaints received for four years in a row followed by wireless broadband and then by high-speed broadband.
The increase of this type of complaints was partly driven by the number of mobile cellular subscriptions of 42.4 million as compared to broadband subscriptions with a total of 36.6 million subscriptions in the third quarter of 2017.
Among the top five categories reported by consumers to CFM in 2017 and 2016, Billing and Charging remains as the highest complaints category. However, last year, that category of complaints recorded a decrease of 42.7% compared to the previous year.
Out of the top five categories of complaints received by CFM, Network Coverage complaints (1,247 complaints) recorded an increase of 101% from 619 complaints reported in 2016. Most complaints are about network coverage that is due to interruptions in internet services followed by 4G/LTE coverage that is unstable in certain areas.
As for the Billing and Charging, this category has had the highest number of complaints every month in 2017.
Among the complaints frequently reported under this category is billing dispute, rebate/refund, Unreasonable charges, International roaming charges and Unsatisfactory billing system. Billing Dispute has the highest number of complaints reported under the Billing and Charging category at 854 complaints last year.
One of the consumer complaints received by CFM on Billing Dispute was where the complainant was blacklisted for failing to settle the outstanding bill payment after terminating its communications service. However, the consumer did not receive any last account statement from his previous service provider. In this case, the user needed to make a payment as the overdue amount was valid. However, after discussions with the service provider and taking into consideration the recommendations from CFM, the complaint was resolved amicably.
Mohamad Yusrizal added, CFM’s focus for this year is to move forward with the implementation of plans towards improvement in addressing key causes of problems faced by consumer.
CFM will also closely monitor consumer grievances through online platforms to understand the issues raised by consumers and conduct targeted surveys to get feedback on specific issues.
CFM will continue to strive to be a proactive forum by constantly engaging with representatives from service providers as well as the demand side for follow-up action to agree on more effective initiatives to both the address consumer issues.
Consumers are advised to abide by the following tips by CFM related to communications and multimedia services: