Ses­sion deep­ens CFM’s un­der­stand­ing of con­sumer im­por­tance

The Borneo Post - - BUSINESS -

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.

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