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The Communications and Multimedia Forum of Malaysia (CFM) lauds the reminder by the Minister of Communications and Multimedia, Tan Sri Annuar Musa, that telcos should be more proactive in providing service in all areas and not pick or divide areas with poor coverage areas between them. CFM says that it together with members representing consumer associations around the nation, will play their role in the ongoing effort to improve telco services in the country by providing feedback and information so that the best solutions can be found. CFM Chairman, Muhammad Radzillah said that it is the nature of consumers and consumer associations that they will always demand more. As consumers become more and more dependent on communications technology to conduct their daily affairs, be it social or professional, the need for better service will always be there. More service providers in their area will mean consumers can select a package that best suits their need and at affordable prices. Complai...

To commemorate World Telecommunication and Information Society Day(WTISD) 2022 and its theme Digital Technologies for Older Persons and Healthy Ageing, Communication and Multimedia Consumer Forum of Malaysia(CFM) Chairman urges the need to minimise the generational gap and to be more inclusive of older persons in order to gain benefits in using technology. En. Muhammad Radzillah Abdullah The Secretary General of the International Telecommunication Union(ITU), Houlin Zhao, had mentioned in his WTISD address that older persons have greatly contributed to the social and economic achievements of our time and now require our help to ensure that they can continue to be contributing members of society. In this regard, the government has already paved the way towards digital literacy through the implementation of digitisation under the Digital Economy Action Plan and the 12th Malaysia Plan which ultimately will include 5G. All parties are the catalyst in being digital enablers. In echoing this...

CFM is seeing an increasing number of complaints under Billing and Charging category, specifically in the subcategory of Direct Carrier Billing (DCB). Consumers need to smart in subscribing as it can lead to unexpected charges causing them to pay more than intended. DCB also known as Direct Operator Billing (DOB), refers to the payment method used to pay for purchases made over a phone number. When a consumer chooses to pay for their purchase through their mobile service’s bill, the merchant will charge the respective Service Provider for the purchase, which is then reflected in the bill. Once this option is activated, the charge will continue to be billed unless and until the service is terminated. “Consumers are getting bill shock. This could be a result of applications subscriptions in their devices, and they choose to pay via DCB. We tend to forget that we subscribe to any subscriptions in applications, so we need to be mindful, lest we are confronted by a huge bill. Worse still, i...

It has been a very challenging year to the telecommunications and multimedia consumers with the planned shutdown of 3G Network by 31 December 2021. The aim was to enable Service Providers to provide faster and better 4G experience. However in reality, before they can even look forward to an improved experience there are consumers that are still facing network issues and some do not even have coverage at all. The JENDELA Quarter four report stated that 94.03% of all populated areas receive 4G mobile coverage as of 30 September 2021. Despite that, there are still many complaints reported in the news especially in Sabah, Sarawak, and rural areas, that consumers are experiencing bad or no coverage at all. Furthermore, the availability of 4G network with the percentage of time spent connected to 4G should not be the benchmark to measure the achievement of network quality as reported by OpenSignal but instead the consumer experience should be considered. Encik Muhammad Radzillah “With the sh...

Network Issues Will Affect 5G Network Upgrade 6 out 13 CFM Council Members for 2021-2023 Term With 2021 coming to an end, the Communications and Multimedia Consumer Forum of Malaysia (CFM) held its 20th Annual General Meeting (AGM) on 9 December 2021, located at MCMC Auditorium. During the AGM, two things were highlighted which are the consumer experience based on complaints received by CFM in 2020 and the appointment of new council members for the 2021-2023 term. In addition, the betterment of consumer experience in the coming years rooted from 3G sunset and the upcoming 5G deployment were mentioned in the AGM. For a more seamless follow through action, CFM handled reopened complaints under the purview of the General Consumer Code of Practice (GCC) from the second half of 2020 and no longer takes complaints on network issues which are channelled to MCMC from then on. The first half-year of 2020 recorded a total of 22,552 network issue complaints received by CFM. This showed an incre...

Susulan laporan media baru – baru ini mengenai kekeliruan pengguna dengan kepelbagaian Pakej Keluarga Malaysia, pihak kerajaan telah bertindak pantas untuk lebih memperincikan pakej ini dan segera mendapatkan maklum balas dari pengguna. Forum Pengguna Komunikasi dan Multimedia Malaysia (CFM) merakamkan ribuan penghargaan kepada pihak kerajaan kerana telah membuktikan bahawa mereka sentiasa bersedia untuk menambahbaik pakej sedia ada ataupun pakej yang akan diadakan di masa hadapan bagi menepati kehendak pengguna di Malaysia. CFM juga berharap agar pembentukan Rangka Tindakan Ekonomi Digital Malaysia (MyDIGITAL) dan penubuhan Digital Nasional Berhad dapat mempercepatkan lagi pelaksanaan pembangunan infrastruktur dan rangkaian 5G di Malaysia. Ini adalah perlu bagi merealisasikan potensi 5G dengan membantu untuk meluaskan dan meningkatkan kualiti rangkaian di Malaysia termasuk di kawasan pendalaman. Pakej Keluarga Malaysia secara tidak langsung akan dapat memberi lebih manfaat kepada peng...

Forum Pengguna Komunikasi dan Multimedia (CFM) mengucapkan jutaan terima kasih kepada kerajaan dan syarikat penyedia perkhidmatan yang terlibat kerana mewujudkan Pakej Keluarga Malaysia yang mana ianya adalah satu inisiatif yang amat baik untuk membantu meringankan beban pengguna komunikasi dan multimedia secara tersasar dalam mengharungi kehidupan digital yang akan berterusan akibat Pandemik COVID-19. Walaubagaimanapun, dengan kewujudan pelbagai pakej – pakej lain yang ditawarkan di bawah Pakej Keluarga Malaysia ini telah menimbulkan kekeliruan kepada pengguna. CFM sebagai sebuah forum yang bertanggungjawab untuk mengutamakan hak pengguna ingin menyarankan kerajaan dan syarikat penyedia perkhidmatan yang terlibat agar dapat menyeragamkan setiap Pakej Keluarga Malaysia supaya pakej – pakej ini dapat dinikmati dengan mudah oleh rakyat Malaysia tanpa membebankan mereka di masa hadapan. Selaras dengan hasrat kerajaan untuk membantu segenap golongan masyarakat tanpa mengira umur dan bangsa...

With the implementation of the current Movement Control Order (MCO), the Communications and Multimedia Consumer Forum of Malaysia (CFM) would like to remind consumers to be extra vigilant in protecting their online security and safety.  CFM Chairman Datin Mohana Mohariff “With the implementation of the MCO, it has become a norm for us to socialise and stay in touch with friends and family virtually to seek a bit of respite from being stuck at home. However, we are also aware of the reports and statistics from PDRM highlighting the rise in number of people falling victim to cybercrime such as scams, hacking, and identity theft almost every day in the news. In mitigating this issue from becoming more widespread, CFM would like to encourage all online consumers to be proactive in protecting our online security for our own safety.” said CFM Chairman Datin Mohana Mohariff. Therefore, it is important for consumers to practice safety measures online. Here are CFM’s 6 important tips for st...

The Communications and Multimedia Consumer Forum of Malaysia (CFM) earlier this month held its 19th Annual General Meeting (AGM) attended by 39 members comprising of Consumers and Associate Members (individuals) representing the demand side, as well as the Service Providers from the supply side. This meeting was held virtually for the first time to comply with the guidelines of the Conditional Movement Control Order (CMCO). CFM Chairperson, Datin Mohana Mohariff.   Three (3) resolutions and constructive proposals were approved in the meeting to enhance the effectiveness of CFM as a forum for consumers and industries point of reference. CFM acts as a facilitator and serves as a channel for users to redress unresolved complaints by service providers based on the guidelines set out in the General Consumer Code of Practice for the Communications and Multimedia Industry Malaysia (GCC). "According to CFM 2019 Annual Report, a total of 11,615 complaints were received which saw an increas...