If you have a beef with your telco provider be it bad service or something else that gets your goat, you now have another avenue to resolve it short of calling your service provider by calling the CFM. An acronym for the Communications and Multimedia Consumer Forum of Malaysia (CFM), the organisation was formed in 2001 to act as an industry ombudsman with representation from Malaysia’s telco service providers with the aegis to protect consumer interests by ensuring the highest standards of behaviour and business ethics through industry self-governance.

At their recently concluded annual general meeting in Cyberjaya, CFM shared several interesting statistics about the number, type of complaints and the outcome for the past several years. In 2015, CFM only recorded 7,326 complaints with 72% resolved within 15 business days or less. In 2016, the number of complaints increased by 3.14% to 7.556 though CFM managed to resolve 77% of complaints within 15 business days or less which is quite an achievement even with the increase in grievances. In the duration between the beginning of the year till the third quarter of 2017, CFM received 3,518 complaints and resolved 70% of them within 15 business days.

In terms of the type of complaint, CFM’s largest category of complaint for two years running remains billing and charging issues with 2,914 of such complaints received in 2016 and 1,229 complaints received in the leadup from Q1 to Q3 of 2017. Next up was quality of service issues, network coverage and unfair practices.

 

  2016 NUMBER OF COMPLAINTS Q3 2017 NUMBER OF COMPLAINTS
5 CATEGORIES OF THE
HIGHEST NUMBER OF COMPLAINTS RECEIVED BY CFM
BILLING & CHARGING 2,914 BILLING & CHARGING 1,229
QUALITY OF SERVICE 2,506 NETWORK COVERAGE 990
NETWORK COVERAGE 619 QUALITY OF SERVICES 578
UNFAIR PRACTICES 442 UNFAIR PRACTICES 189
NO COVERAGE 404 MISLEADING PROMOTION 175

 

Got a complaint?
If you have a beef with your telco provider, your first avenue is to contact your service provider through their helpline or social media. If this remains unresolved, you can then contact the CFM via a number of avenues. You can swing by their website at www.complaint.cfm.org.my, call their hotline at 1-800-18-2222, email aduan@cfm.org.my or download their “MY MOBILE RIGHTS” app on the Google Play store.

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