Billing dispute most common complaint of telco subscribers

THE Communications and Multimedia Consumer Forum of Malaysia (CFM) received the highest number of complaints in the third quarter (Q3) of 2018 with 1,496 complaints, compared with the first two quarters of the year, which saw 3,266 complaints combined.

“Out of the total number of complaints, CFM successfully resolved 86% of complaints in less than 15 days as set out in the general consumer code of practice for the Communications and Multimedia Industry Malaysia,” said CFM chairman Mohamad Yusrizal Yusoff who chaired CFM’s 17th annual general meeting in the MCMC Auditorium in Cyberjaya, today.

Billing dispute was the most common cause of complaint, followed by service disruption/downtime, no coverage (high-speed broadband service), and poor coverage (LTE/4G).

“Telecommunications issues regarding cellular services are frequently reported by consumers followed by high-speed broadband and wireless broadband services. Most complaints received are due to billing dispute and service interruption,” said Yusrizal.

Following the introduction of mandatory standard access pricing in June, complaints over price have showed a significant increase from last August with 13 complaints received in Q3 to make 64 complaints in total this year of September.

Yusrizal said: “Consumers are advised to keep themselves sufficiently informed especially in choosing telecommunications services and not to be guided solely by cheap pricing but to also check on the quality of services provided by the service providers.

Service providers are advised to provide the right information to their customers while consumers should read the terms and conditions besides making necessary enquiries of the service provider prior to subscribing.

To complain, go to or download the app My Mobile Rights. For information and tips, visit and – Bernama, October 31, 2018. 

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