KUALA LUMPUR (March 29): The number of complaints received by the Communications and Multimedia Consumer Forum of Malaysia (CFM) jumped 33% to 6,330 complaints last year, compared with 4,746 complaints received in 2017.

CFM said complaints about cellular service remained the highest in 2018, with 2,513 complaints received, while complaints about high-speed broadband (HSBB) recorded the highest jump, with 2,337 complaints received compared with 714 complaints in the previous year. "The increase in HSBB was caused by the high demand from consumers who seek HSBB services in their area," CFM said in a statement today.

CFM said 88% of the complaints were resolved in fewer than 15 days with the cooperation of service providers.

It categorised the total number of complaints into 10 categories and network issues topped the list with 1,919 complaints last year, up 54% from 1,247 complaints in 2017. Within the category, there are sub-categories of service disruption and service downtime. "HSBB service disruptions are the highest complaints recorded in 2018," CFM said.

The other nine categories are: billing and charging, which recorded 1,822 complaints versus 1,669 previously; service delivery at 1,220 versus 817; pricing at 505 versus 33; unfair practice at 244 versus 295; misrepresentation of service at 190 versus 224; mobile number port out at 183 versus 194; SMS service at 134 versus 193; dispute on terms and conditions at 107 versus 72; and others at 6 versus 2 previuosly.

"We received a lot of complaints about pricing issues and the increase in these complaints was due to attractive new packages and strategic rates offered to new customers. However existing customers are dissatisfied because service provider sets out terms and conditions that are not favourable to them," said CFM chairman Mohamad Yusrizal Yusoff.

Yusrizal advised consumers to always practise self-regulation which can help protect their rights.

"Among self-regulatory practices that can be practised in telecommunications and multimedia services include reading the terms and conditions, making comparisons between packages before subscribing, obtaining explanation from service provider’s customer service, reading the frequently asked questions (FAQ), to always get the latest information from service providers, and always monitor bills and charges," he said.

CFM commended the Government’s initiative to achieve 'half the price and double the speed' for broadband connectivity, but reminded consumers that the initiative is not an overnight task. "It is a time-consuming effort that requires cooperation and consideration from various parties," it said.

The CFM is one of the complaint channels for consumers to report their problems regarding communications and multimedia services. It was established and designated by the Malaysian Communications and Multimedia Commission (MCMC) in 2001 as an industry forum under Section 189 of the Communications and Multimedia Act 1998 (CMA).

It is a platform for the industry and the consumers/public to make coherent and constructive contributions to service improvements and policy developments.