19th Consumer Forum Of Malaysia Annual General Meeting Focus On Consumer Issues

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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 increase of 83% compared to 2018. Of the total complaints, Network problems for Cellular Services is the highest category of complaints with 3,367 complaints," said CFM Chairperson, Datin Mohana Mohariff.

In the National Budget 2021, an allocation of RM7.4 billion under the National Digital Networking Plan (JENDELA) initiative shows the government's readiness to help Malaysia face the new norms that require a more stable internet connection in all areas.

Datin Mohana added, "Through this allocation, CFM hopes that the development of broadband infrastructure and services can be effectively distributed in all areas for all consumers to enjoy. Consumer associations can also help consumers in their areas who are facing telecommunication problems by raising the unresolved complaints to CFM so that the issue can be resolved with the service provider more proactively."

This year CFM, in collaboration with the demand and supply sides has submitted to MCMC a proposed revision of the current GCC to meet the current needs of consumers and industry developments. Several provisions in the code have been refined and improved to ensure that consumer rights continue to be prioritized to support a more sustainable growth of the industry.

In line with CFM's vision to create a conducive environment for consumers in the communications and multimedia sector, CFM also plays a role in ensuring that all service providers comply with the GCC in the operations and procedures they carry out.

With the theme of "Consumers Take Precedence" for the CFM Annual Report 2019, CFM will continue to be committed in strengthening the handling of GCC-based complaints for the benefit of consumers and industry development.

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