MCMC reported that it had receives over 49,000 complaints from the public pertaining to the quality of telecommunication, postal, and courier services in the country. Out of the complaints received, issues mainly revolved around telecommunication were in the region of 76% or about 37,000.

The agency has set of protocols in addressing the complaints, between the period of June until December of last year however most of the service providers failed to comply with the requirement to resolve 90% of complaints within 15 working days. Not holding back, the agency has warned it will not hesitate to take actions against these operators who fail to comply their service guidelines which is obligatory. Under the General Consumer Code (GCC), service providers are obligated to comply with the Complaint Resolution Timeframe (CRT) standard which requires 90% of complaints to be resolved within 15 days and 95% within 30 days.

In effort to ensure that complaints are addressed effectively and efficiently, MCMC has taken several proactive measures which include ensuring that all service providers submit the Mandatory Standard for Quality of Service (MSQoS) Quarterly Report that contains promptness in resolving billing and non-billing complaints such as customer service issues, pricing, SMS and unfair contractual terms. Failure to do so may result in penalty. They are also required to conduct billing accuracy audit from August until December 2018 to verify the accuracy of charging mechanism and a more transparent complaint management system.

MCMC also plans to implement several other initiative including to organise Industry Star Rating Award that aims to create a culture of compliance and provide incentives to improve performance among the service providers. Under the Industry Star Rating Award, assessment of service providers’ performance will be based on parameters such as consumer satisfaction, quality of service, network investment and compliance.

Zulkarnain Mohd Yasin, Chief Officer Network Security and Enforcement of MCMC said, “We view superior customer services from the service providers as an essential prerequisite towards building consumers’ trust in the communications and multimedia industry.”