Rights in Communications and Multimedia Services
The communications and Multimedia Consumer Forum of Malaysia (CFM) with Malaysian Communications and Multimedia Commission (MCMC), organized a consumer seminar at Hilton Kuching, Sarawak yesterday. The seminar aims to educate participants on issues facing both consumers and providers of communications and multimedia services and the roles played by CFM and MCMC in protecting consumer rights.
The one day event drew participation Communications Service Providers, Broadcasters, consumer and public interest groups as well as community leaders from Sarawak. The highlight of the seminar was a panel discussion which consisted panelist or representatives from service providers who fielded questions from the participants. Muhamad Tahir Muhamad Noor, CFM’s Executive Director, explained that the panel was meant as a platform for discussions on problems impacting delivery of communications and multimedia services and the solutions that will be taken to solve them. “We want to educate consumers on the service delivery issues and help them to resolve problems in getting good service. We hope this will assist in empowering consumers and the feedback received will help the service providers in formulating solutions to the problems raised”.
Among the highlighted issues were criminal offences using social media, SMS scams, billing issues, pricing issues, identity theft and ambiguous SMS advertising.
The communications and Multimedia Consumer Forum of Malaysia (CFM) is an organization designated by Malaysian (MCMC) as a Consumer Forum as per the provisions in the Communications and Multimedia Act 1998. Its primary role is to produce voluntary industry codes which serve as a guideline or best practice benchmark for the Communications and Multimedia Service providers.
CFM is a channel for complaints on Communications and Multimedia services. it is also tasked to develop Codes that protect the rights of the consumer, recommend procedures for compensation and any other courses of action to the customer in case of a breach from the Consumer Code. The CFM also endeavors to promote and encourage high standards of service, conduct and performance throughout the Communications and Multimedia industry and to develop consumer confidence.
If you have unresolved complaints about your Communication and Multimedia services, please lodge your complaint by calling CFM’s toll free number 1-800-18-2222 or visit CFM’s website at www.cfm.org.my or write in to aduan@cfm.org.my.
CONSUMER EMPOWERMENT THROUGH CODES AND EDUCATION
Through various complaints received from the public since its inception in 2001, CFM has drafted 2 consumer codes to administrator and resolve issues received. The codes are namely, the General Consumer Code and Internet Access Cod; both can be obtained in booklets from CFM’s office or downloaded from their website at www.cfm.org.my for free. These codes serve as a guideline for a fair and equitable service between service providers and consumers. The codes outline procedures and recommends inexpensive processes to solve complaints out of the court systems.
MOVING FORWARD
With the launch of CFM’s Consumer Online Portal (CoP) complaints on communications and multimedia services can be lodged via CoP which is accessible through CFM’s website at www.cfm.org.my. Consumers can now look forward to having their unresolved complaints attended and solved faster and complaint cases handled with high efficiency.
CFM is bullish on taking a pro-active approach to championing consumer rights. More regional activities to update, promote and educate consumers on their rights are currently being planned. CFM is also working very closely with various public interest groups, educational institutions, corporate CSR arms and service providers to disseminate information and increase public awareness.
