CFM: 6.11% increase in telecommunication complaints lodged in 2015

PETALING JAYA: The Communications and Multimedia Consumer Forum of Malaysia (CFM) received 6.11% more telecommunications consumer complaints in 2015 as compared to the previous year, with poor service on top of the list.
In a statement today, it said that of the 7,326 complaints received from January to December last year, over 97% of them have been resolved, while the remaining are still under investigation.
"CFM's Complaints and Compliance Management Department is working closely with various service providers to ensure all the remaining cases will be solved as per mandated in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC)," it said.
According to FCM, the top five consumer complaints categories were poor service, billing and charging, poor coverage, short message service (SMS) and no coverage.
"Poor service represented 42% of the total complains received in 2015 whereas a total of 29% are related to billing and charging issues," it said.
CFM added that it recorded 989 complaints from consumers on service downtime, the highest ever registered by it.
"Normally, a service downtime will be recorded when a consumer queries about their disruption of service from the service providers," it explained.
Other complaints received by CFM included problems related to internet connectivity and how the consumer's inability to use the service despite earlier complaints lodged to the service providers.