Telekom replies to readers’ complaints
WE refer to the complaints that were published in The Star’s “SMS Your Views” column on Dec 11 and 14 titled “Confusing for elderly” and “Paper statement, please” with regards to TM’s e-billing.
Telekom Malaysia Berhad (TM) would like to thank the complainants for their feedback and for bringing this matter to our attention.
In line with the industry’s move towards a more digital lifestyle and as a step towards a greener and more ecofriendly paperless future, we wish to inform readers that TM officially implemented paperless billing (e-billing) for all its broadband and telephony customers on Sept 10.
With e-billing, all customers will receive a pdf version of their monthly TM bills in their regis- tered e-mail box and through the short message service (SMS) on their registered mobile phone. With the full implementation of e-billing, printed bills are no longer available.
Customers will be notified of their monthly bills faster, as they will receive the pdf copy of the bill via e-mail and SMS alert. The bill will indicate their account number, amount due and due date within seven days of their respective bill dates.
Customers will also be able to access the e-bill at our Unifi portal, unifi.com.my; they can also download our care@unifi app from the Google Play Store or Apple App Store to retrieve and view their itemised bills at any time and anywhere.
Nevertheless, we understand that this initiative may pose some challenges to senior citizens and individuals who do not have an e-mail account or a smartphone.
This group of customers may provide us with secondary contact details (eg, those of your children, relatives) and your e-bill will be sent to their e-mail/mobile. However, the registered account holder is required to issue an authorisation letter to TM giving consent for your secondary contact to receive TM’s e-bill on your behalf via his or her e-mail/mobile.
Alternatively, you can walk in to the nearest TMpoint for self-service assistance. Our customer service officers can help you view your bill in our digital corner, or guide you to view or download it in your smartphone.
To facilitate the smooth and uninterrupted receipt of the e-bill, all TM home and SME customers are advised to update their latest contact details, ie, preferred e-mail address and mobile number via our official channels: the Unifi portal at unifi.com.my/e-bill, the care@ unifi app, Facebook page at weareunifi, and Twitter @helpmeunifi.
We apologise for the inconveniences experienced and we thank the complainants for their understanding.
For further assistance, we advise customers to contact us via live chat at unifi.com.my/chat, tweet us @helpmeunifi, message us at facebook.com/weareunifi, e-mail us at help@tm.com.my or contact TM Customer Service Centre at 100. TELEKOM MALAYSIA BERHAD