Complaints on Telcos dropped in 2017
Communications and Multimedia Consumer Forum of Malaysia (CFM) received 4,746 complaints related to communications and multimedia services from all over Malaysia in 2017. CFM said that it successfully resolved 82% complaints in less than 15 days, a 5% increase compared to 2016. The highest type of complaints remain as telco’s cellular services. Followed by wireless broadband and then by high-speed broadband.
Among the top five categories reported by consumers to CFM in 2017 and 2016, Billing and Charging is the highest complaints category. The complaints recorded a decrease of 42.7% compared to the previous year. Followed by Network Coverage complaints category recorded an increase of 101% 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.
Billing and Charging had the highest number complaints every month in 2017. It includes Billing Dispute, Rebate/refund, Unreasonable charges, International roaming charges and Unsatisfactory billing system. Billing Dispute is the highest complaint reported which is 854 complaints last year.
CFM said it will move forward with the implementation of plans towards improvement in addressing key causes of problems faced by consumer. It will also closely monitor consumer grievances through online platforms to understand the issues and conduct targeted surveys to get feedback on specific issues. Consumers could lodge their complaint by sending an e-mail to firstname.lastname@example.org or by calling CFM toll-free number 1-800-18-2222.