Tel­cos must of­fer crit­i­cal info

> Move will al­low sub­scribers to se­lect best op­tion on post and pre-paid ser­vices


JO­HOR BARU: All telecom­mu­ni­ca­tion ser­vice providers must have a Crit­i­cal In­for­ma­tion Sum­mary (CIS) for con­sumers.

The CIS will pro­vide con­sumers with clear in­for­ma­tion about prod­ucts, plans and ser­vices to en­able them to eas­ily com­pare what is be­ing of­fered for both post­paid and pre-paid ser­vices.

Com­mu­ni­ca­tions and Mul­ti­me­dia Con­sumer Fo­rum of Malaysia (CFM) direc­tor Ah­mad Izham Khairud­din said the CIS will be im­ple­mented by the mid­dle of next year with the aim of pro­vid­ing con­sumers all the ba­sic in­for­ma­tion they re­quire when tak­ing up a par­tic­u­lar plan.

“Con­sumers can also have the lib­erty of do­ing com­par­isons with other plans which are be­ing of­fered by telecom­mu­ni­ca­tion ser­vice providers,” he said af­ter at­tend­ing the 5th In­dus­try Knowl­edge Shar­ing fo­rum here yes­ter­day.

He said the CIS is easy to un­der­stand and is out­lined in only one or two pages.

“The font used is read­able as it is not the small font used in some doc­u­ments,” said Ah­mad Izham.

He said the CIS has been drafted in sim­ple lan­guage so that con­sumers can un­der­stand the prod­ucts and ser­vices before they make a com­mit­ment to the ser­vice provider.

“Al­most all tel­cos are in sup­port of the new mea­sure,” he said, adding that Aus­tralian tel­cos have al­ready in­tro­duced the CIS.

Ah­mad Izham said CFM re­ceived 5,973 com­plaints against ser­vice providers, of which 97% could be re­solved eas­ily.

“The big­gest com­plaints are on poor ser­vice, cov­er­age, billing and un­fair prac­tices,” he added.

CFM is con­fi­dent the RM1 bil­lion al­lo­ca­tion to im­prove broad­band ser­vices will en­hance con­sumers’ ex­pe­ri­ence.

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