The Borneo Post

Session deepens CFM’s understand­ing of consumer importance

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PUTRAJAYA: The Communicat­ions and Multimedia Consumer Forum of Malaysia ( CFM) continues to be committed in protecting consumers and improving the industry by organising Knowledge Sharing Session ( KSS) with telecommun­ication service providers and consumer associatio­ns on November 15 to 16 for mutual exchange of informatio­n and discussing issues faced by consumers.

The CFM KSS programme with the industry is the fourth edition organized by CFM for four consecutiv­e years since 2015 and has also become the platform to discuss various consumer issues in communicat­ions industry such as coverage on fibre service nationwide and contract & pricing issues.

“The KSS program with industry representa­tives is one of CFM’s initiative­s that are quite different than the KSS program with consumers. This program focuses more on intellectu­al discussion­s and engagement­s with the industry representa­tives and consumer associatio­ns to obtain feedback from stakeholde­rs on issues that afflicting consumers throughout Malaysia.

“Through this program, CFM can identify the cause and discuss on finding the best solution for the problem,” said CFM chairman, Mohamad Yusrizal Datuk Yusoff.

The programme was attended by 70 industry representa­tives, among them are advertisin­g and marketing personnel, product developmen­t, customer service, regulatory officers and consumer associatio­ns representa­tives, that became the platform for all parties to comment and suggest on matters involving protecting consumer rights in a dialogue session led by CFM’s head of Complaints and Compliance Bureau, Abdul Rahman Samad.

In the dialogue session, one of the hottest issues discussed was about the unavailabi­lity of 4G network coverage in certain areas in Malaysia in spite of billboards featuring 4G services in the area.

In addition, the issue of being tied to a new contract when the consumer wants to upgrade their broadband service was also keenly debated between the telcos and consumer associatio­ns. Also discussed was ways to make it easier for consumers to make changes to their subscribed plans including voice mail service issues.

Another suggestion raised in addressing these issues was recommendi­ng service providers to provide the ability for consumers to perform service terminatio­n, upgrading or downgradin­g of their subscribed services digitally via their mobile applicatio­n or through the website to avoid consumers from having to go to the service center if they want to do so.

While for 4G network issues, it was recommende­d that a hotline number to be placed on the billboard or in the respective telcos’ advertisin­g leaflets where consumers can report any ads that are confusing or misleading. However, this matter will require further research and deliberati­on before it is being implemente­d.

The KSS programme also discussed on the regulation­s and cases of claims on the industry’s advertisin­g which was delivered by the President of Tribunal for Consumer Claims ( TTPM), Wan Rufaidah Datuk Wan Omar.

The Malaysian Communicat­ions and Multimedia Commission ( MCMC) also gave a talk on Mandatory Standards for the Provision of Mobile Content Services to industry representa­tive as well as a briefing from the Malaysia Competitio­n Commission ( MyCC) on the Competitio­nAct2010on­monopolies and dominant positions.

Mohamad Yusrizal added, “Through this knowledge sharing session programme, CFM hopes the service providers practice good ethics in accordance with predetermi­ned guidelines where any breach of the code would have an impact on the service providers.”

 ??  ?? This program focuses more on intellectu­al discussion­s and engagement­s with the industry representa­tives and consumer associatio­ns to obtain feedback from stakeholde­rs on issues that afflicting consumers throughout Malaysia.
This program focuses more on intellectu­al discussion­s and engagement­s with the industry representa­tives and consumer associatio­ns to obtain feedback from stakeholde­rs on issues that afflicting consumers throughout Malaysia.

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