Malaysian Communication and Multimedia Commission has issued a stern statement warning Telekom Malaysia (TM); a government linked company to improve their services or face regulatory consequences.
This is the first time the agency has issued such a notice Telekom Malaysia. TM needs to be transparent in addressing all complains from the public immediately with proper explanation.
In its statement, MCMC remarked “As the largest fixed broadband provider in the country with 85.97% market share of total subscribers, TM’s inaction affects many Malaysians who depend on TM’s network in their daily professional and personal activities. Consumers are demanding better services for the money they are paying TM.”
It also stated that the agency has received 7946 complaints on TM services, an increase of 43% from 4528 received in 2017. Based on average number of complaints for every 1000 subscribers, TM has recorded the highest number of complaints when compared with other service providers.
These complaints centre around consumer dissatisfaction on pricing (21%), the lack of UNIFI coverage (16%), UNIFI service disruption (13%), billing disputes (14%), service delivery (14%) as well as other categories (22%). MCMC viewed this alarming decline in TM’s services delivery very seriously.
Further to that, it was highlighted that the repeated complaint handling approach in citing technical limitations and requesting consumers to exercise patience is not an acceptable course of action. And leaving customers in the dark is not the way a company of TM’s stature should operate. MCMC also want TM to rationalise the disparity between UNIFI and Streamyx pricing per Megabits per second (Mbps) so that consumers are charged fairly for the speed that they enjoy without technology discrimination especially in areas where UNIFI is not available.
TM needs to be transparent in dealing with the People by offering packages that are great value, not take advantage of consumer’s lack of options. MCMC warned that consumer protection as a key priority and will not hesitate to take any regulatory action against TM or any licensee found to be in breach.
