Telekom Malaysia (TM) has assured its customers that they will continue to be served during the latest Movement Control Order (MCO) period. The company said it will still be proceeding with all new broadband installations of Unifi or Streamyx at customer’s premises as well as service restoration by TM technical teams
TM’s group chief executive officer Imri Mokhtar said in a statement:
“As the provider of national essential service, we are giving our assurance that our operations will continue as usual so that everyone can stay home, stay connected, stay entertained, stay informed and stay served during the MCO, and indeed beyond.”
TM said its services will continue to be carried out in all zones except Enhanced MCO (EMCO) zones and customers that are under Home Surveillance Order (HSO), for which only crucial requirements will be attended to.
In cases where TM personnel are required to perform work at a customer’s premises, the company said its staff will take all the necessary precautionary measures. This includes:
- Undergo temperature checks at the start of their shift
- Declare their health status before entering the premise
- Wear the necessary Personal Protection Equipment (PPE) where a face mask is mandatory
- Wash / sanitise hands before and after performing works
- Observe physical distancing by maintaining a distance of one (1) metre with the customer
- No hand shaking
- Practice good personal hygiene
In addition, TM said customers will be requested to fill a Post Work Customer Declaration form to confirm adherence to the Standard Operating Procedures (SOP) by TM installers or the technical team who attended to their service requests.
In terms of operating hours, TM said all of its customer touchpoints, which include TMpoint outlets nationwide and TM Contact Centres will remain open while adhering to SOPs stipulated by the government.
However, customer interaction at TMpoint outlets will be limited to essential transactions only such as new service applications, payments, complaints and enquiries, and collection of SIM cards. Customers are encouraged to utilise TM’s multiple digital channels for any service related support such as email or Live Chat.
Imri also assured customers that all of TM’s activities carried out during the MCO period will adhere to the SOPs outlined by the government. “TM has taken and will continue to take all necessary measures to ensure the health and safety of our customers and employees.”
“We will continually monitor for developments on the ongoing situation and adapt our services to help customers, whenever needed. Together we pray that all Malaysians stay safe and stay strong while we weather through this unprecedented period. Let’s continue our #kitajagakita spirit and may we return stronger,” he added.