1. Overview 1.1 The Consumer Forum will provide regular progress reports to assist it in its ongoing monitoring and review of Codes. The progress reports will document: identified breaches of each Code as specified in Part 6, 1.2 (d) (section on Sanctions), and the remedial action taken (on an anonymous basis); instances of rejection of…
1. Monitoring 1.1 The Forum will monitor compliance with the codes provisions and the overall effectiveness of the code in achieving its objectives, for example: Complaints monitoring. Compliance monitoring Routine verification of code compliance by Service Providers Identification of universal code issues and breaches 1.2 The Forum will maintain a complaints handling database on which…
A consumer has a total of 30 business days within the CFM – Aduan System mediation for resolution redress cycle to accept a final decision. If a consumer accepts the CFM’s recommended resolution, the Service Provider will put in place any remedy that both the Complainant and the Service Provider have agreed upon. CFM’s decisions…
Where we find that the Service Provider has not acted correctly, we will recommend what it should do to make things right. CFM will analyse and investigate a complaint in order to determine whether there has been a breach of the GCC. In the course of analysing a complaint which we find that a similar…
We work within the set time limits as mentioned in the GCC so it is important that we know as soon as possible whether a consumer accepts or declines a recommendation. If the resolution appears to be a straightforward settlement as proposed by the Service Provider we will check with the consumer if it is…
Although we’d like to extend our assistance as much as possible, there are some areas of complaints which we cannot accept. Please find the list below as guidance on the type of complaints that we are not able to help: Complaints about Service Providers which are not within the Communications and Multimedia Industry and not…
The consumer can make a complaint to us through our 5 available channels. It is usually best to make a complaint by email to us: aduan@cfm.org.my] A complaint takes in effect from the time a consumer raised a dissatisfaction over the Quality of Service to the Service Provider. CFM’s role will only come into effect in…
CFM will acknowledge and issue you a file reference number within 1 to 3 working days. CFM will seek redress for a resolution to your filed complaint. The CFM officer in-charge will follow-up and closely monitor on the development of your case until the case is resolved. Service Providers are required to acknowledge and provide…
As a guide, you are advised to refer complaints to your Service Provider first, then escalate to CFM if you are still unsatisfied with the resolution. Illustrated below is the complaint cycle and channels that you can use to contact us:
In order to lodge a new complaint, user can follow the steps as per link below: https://aduan.skmm.gov.my/Manual/MCMC_User_Guide.pdf Types of Complaint There are two types of complaints. Complaint already lodged with Service provider New Complaint. Complaint already lodged with SP. If there is an existing complaint lodged with service provider, user click on “Yes” button…
