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Network issues recorded the highest number of complaints reported by consumers in Malaysia for the first half of 2019

On Wednesday (31 July), the Communications and Multimedia Consumer Forum of Malaysia (CFM), at its 18th Annual General Meeting (AGM) in Cyberjaya, announced the total number of complaints reported by consumers for the first half of this year (H1 2019) which amounted to 4,635 complaints.

The tally for this year saw a significant increase compared to last year’s count, with 1,770 complaints received between January to June 2018.

Out of the 4,635 complaints, the CFM hinted that 97% of the complaints were resolved within 15 business days as of 5 July 2019, with accordance to the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC).

According to the CFM records, network issues, such as service disruption, registered the highest number of complaints reported by consumers.

This is followed by other categories which include Billing and Charging, Service Delivery, Mobile Number Portability (MNP), SMS Service, Unfair Practice, Misrepresentation of Service, Pricing, and Dispute Terms and Conditions.

“Network issues received by CFM from consumers recorded 1,938 complaints from the total number of complaints received in H1 2019. Among the issues on network frequently reported are service disruption and service downtime, poor coverage 4G/LTE, no coverage 4G/LTE and no coverage high-speed broadband,” said CFM Chairman, Mohamad Yusrizal Dato’ Yusoff, who chaired the AGM.

Besides that, one of the most recent issues that caught the CFM’s attention this year was Direct Carrier Billing, which is a service that allows mobile device users to make payment digitally for any purchase in Google Play Store or Apple App Store with their monthly mobile phone bill or prepaid credit.

“With the development of digital technology in payment systems and increasing usage of e-Wallets today, more consumers are opting to use cashless payment methods. Further to this, CFM has received several complaints about the issue of payment by mobile phone bill. Consumers are advised to be cautious when making purchases using a mobile device,” added Mohamad Yusrizal.

As such, the CFM advises consumers to follow these precautions:

  1. Always check and monitor your phone bill details.
  2. Do not put save payment methods in your devices such as credit card details, debit cards, phone numbers, and e-Wallets. Only add payment when needed.
  3. Do not share your TAC or PIN numbers with any party.
  4. Do not authorize any unknown transactions.
  5. Do not share your personal data with others