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Consumer Forum of Malaysia settles 97% telco complaints in 2015


Not happy with your mobile telco or fixed broadband provider? If your telco isn’t solving your issue, CFM or better known as Consumer Forum of Malaysia is here to get your problem fixed.

Established by the MCMC (Malaysian Communications And Multimedia Commission), CFM is tasked to protect the rights of consumers in the telco industry. Working closely with service providers, they have to ensure that all customer complaints are solved as stipulated in the General Consumer Code.

Throughout 2015, there’s an increase of 6.11% of reported telco complaints versus the previous year. Out of the 7,326 complaints received, they have solved 97% while the remaining 3% are still under investigation.

According to CFM, the top 5 complaints received include poor service, billing and charging, poor coverage, SMS and no coverage. The biggest chunk comes from poor service which amounts to 42% of total complaints received, followed by Billing and Charging at 29%. For “Service Downtime” alone, they have received 989 complaints, the highest they have recorded so far.

How to make a complaint?

Apart from complaining at your telco’s social media pages, you would need to take the right steps to solve your problem. The first move is to make an official complaint complete with a service tracking number for future reference.

If the provider fails to resolve your issue or the response isn’t satisfactory, then you may proceed to fail a complaint through CFM. The easiest way is through their online portal. Alternatively, you can call in at 1800 18 2222.

For those still having issues, we would advise escalating the problem to CFM for further action.

Alexander Wong