Media Coverage
CFM MEDIA COVERAGE 2018 JANUARY NO DATE MEDIA OUTLET TITLE LINK 1. 17 January 2018 BERNAMA WEB TV CFM Video – Tips melindungi telefon daripada dicuri atau hilang http://webtv.bernama.com/v2/popup.php?id=13441&cat=bb 2. 17 January 2018 BERNAMA WEB TV YOUTUBE CFM Video – Tips melindungi telefon daripada dicuri atau hilang https://www.youtube.com/watch?v=YNeazzvtPHc&feature=youtu.be MARCH NO DATE MEDIA…
Collateral Sharing
USER’S GUIDE BOOK Deciding What’s Good For You (PDF, 3.1mb) eFactsheet 365 Credit Validity (PDF, 185kb) Soalan Lazim Pakej Mampu Milik Jalur Lebar 1Malaysia (PDF, 440kb) GCC GCC Booklet BM (PDF, 326kb) CFM ANNUAL REPORT CFM Annual Report 2018 (PDF, 3mb) CFM Annual Report 2017 (PDF, 8.55mb) CFM Annual Report 2016 (PDF, 7.54mb) CFM Annual Report…
PART 3 : Review and Amendments
1. Review and Amendments 1.1 A review of this IASP Code shall be conducted by the Consumer Forum: Within 12 months from the date of implementation of this IASP Code; and/ or As and when the Consumer Forum deems it necessary. (In line with the stipulated review at least every three years as stated in…
PART 2 : General Rules of the Code For Internet Access Service Providers
The IASP Code general rules are as follows:- The IASP Code Guiding Principles Protection of Personal Information Provision of Information Provisioning of Services Anti-Spam Measures Policy on Information Network Security Content Billing Protection of Minor Handling of Customer Complaints and Disputes Principle of Compensation 1. The IASP Code Guiding Principles 1.1 The communications and multimedia…
PART 1 : Introduction
1. Background 1.1 The Communications and Multimedia Act 1998 (CMA 1998) seeks to establish a regime of industry self-regulation, supported by fallback regulatory standards that may be administered by the Malaysian Communications and Multimedia Commission (MCMC). 1.2 Pursuant to section 189 of CMA 1998, MCMC had designated the Communications and Multimedia Consumer Forum of Malaysia…
PART 6 : Monitoring, Review & Amendments
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…
PART 5 : Reporting
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…
PART 4 : Code Compliance by Service Providers
1.0 The Service Providers will observe the following to ensure their compliance to this Code and the Sub-codes:- Develop appropriate compliance policy and procedures. Ensure that the compliance policy, procedures and the Code are publicised to the employees of the Service Provider. Develop appropriate procedures or programmes to educate employees of Code compliance issues. Implement…
PART 3 : Complaints Handling
1. Complaint Handling System Implement complaint handling system process based on following principles. Visibility & Accessibility Special Needs Responsiveness Charges Further recourse Suspension charges Internal data collection and Analysis Review Changes to complaint handling processes Retention of records General These rules refer to the processing of non-written (via telephone and walk in Customer) and written…
PART 2 : Rules of the Code
1. Provision of Information A. Fundamental Principles for Service Providers 1.1 The fundamental principles below govern the Service Providers and should be read in conjunction with and be subject to other general guidelines such as frameworks and determinations already issued and stated hereunder, as well as frameworks and determinations to be issued by MCMC and…
PART 1 : Introduction
Effect This Code shall have effect notwithstanding anything to the contrary in any agreement between a Customer and a Service Provider. Notwithstanding anything contained in this Code, nothing herein contained shall operate so as to limit or exclude, or is intended to operate so as to limit or exclude, any legal rights or remedies of…
Accepting CFM’s Recommended Resolution
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…
Making It Right
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…
An Appropriate And Timely Resolution
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…
Complaints That We Deal With
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…
How We Handle Complaints
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…
What Happens After My Complaint Has Been Lodged?
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…
The Complaint Cycle
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:
How To Lodge a Complaint?
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…
Aduan System
The Aduan System is an online complaint communication channel for the consumers to lodge complaints to the Commission via the Communications and Multimedia Consumer Forum of Malaysia (CFM) on any issues related to the communications and multimedia sector, which includes: Telecommunications Broadcasting Download Aduan System User Guide
How To Complaint
Before you redress unresolved complaints with us, the company you are complaining about must first be given the opportunity to sort out the dispute. You can file your complaint to us using various channels: Write in to Email : aduan@cfm.org.my CFM Mobile apps Download application “My Mobile Rights” in Google Play and App Store (insert…
What We Can or Cannot Do
What we can and cannot do is set out in our General Consumer Code (GCC). You are welcome to read them on our website or you can ask us for a copy. We will decide whether your complaint is within our jurisdiction, whether we can deal with it and the best way to handle it. How…
When We Can Help
USING OUR SERVICES Before CFM can become involved in a complaint about a Service Provider, it must first be given the opportunity to sort the dispute out. We cannot accept and process complaints that have not been through the first level of dispute resolution through the Service Providers. Service Providers have 30 business days to…
How We Can Help
The following are benefits as a consumer when you seek redress with CFM: Your rights as a consumer are protected under the law. You save on expensive legal expenses that would be due should you choose to pursue your complaint through the court systems. You save on time spent to resolve your complaint as opposed…
Your Rights
Your Right as Consumer As a consumer it is your right to get satisfactory services from your service provider. All Communications & Multimedia Service Providers are required to deal reasonably with the consumer and adequately address consumer complaints according to the General Consumer Code of Practice (GCC). The GCC is a industry self-regulatory code of…
Overview
Redress your complaints at the Communications and Multimedia Consumer Forum of Malaysia (CFM) with companies that provide communication services to you in Malaysia. This includes mobile, internet, television and radio companies. We are a self-regulatory and independent body designated by the Malaysian Communications and Multimedia Commission (MCMC), the Malaysian communications industry regulator. As a consumer,…
Become A Member
Become a CFM Member CFM unites Malaysian Communications & Multimedia scene’s stakeholders in which Consumer Representatives and Service Providers are able to come together to voice constructive opinions, reconcile differences and establish solid guidelines in order to foster positive developments towards the main goal of industry self-regulation. Join us to establish fruitful networking with Malaysia’s…
Members List
*For mobile users, kindly rotate your orientation to landscape NUM. ORGANISATION TYPE OF MEMBERSHIP MEMBERS’ WEBSITE LOGO 1. Abdul Manaf bin Bohari ASSOCIATE (INDIVIDUAL) Not Available – 2. Advertising Standards Advisory Malaysia Sdn Bhd (ASA) DEMAND http://asa.org.my 3. Altel Communications Sdn Bhd (ALTEL) SUPPLY https://www.altel.my 4. Astro Radio Sdn Bhd (ASTRO RADIO) SUPPLY https://astroradio.com.my 5.…
Media Centre
Latest consumerinfo.my Articles: For more articles, kindly visit consumerinfo.my
Press Release
Latest consumerinfo.my Press Releases: To view previous press release, kindly visit http://www.consumerinfo.my/press-release/
Corporate Overview
CFM was established in February 2001 as a society with representation from all relevant parties, including the “supply and demand” side of the communications and multimedia industry. It was designated by MCMC as the Communications and Multimedia Consumer Forum in 2002 to protect the rights of consumers of that sector. This is in…
Our Functions
The objectives and functions of CFM are as follows: To promote the national policy objectives as stated in the Communications and Multimedia Act 1998 (CMA). To draft, develop and prepare Codes that protect the rights of the Consumer pursuant to the provisions of the CMA and from time to time to amend, develop, modify, review…
Join Us
It’s an exceptional and unique start You’re about to embark on an exciting journey and be a part of what inspires change to the society. CFM is filled with versatile and energetic people, each of whom are change drivers to the way we use communications in our lives. We’re excited to show you around. DYNAMIC…
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New York Furniture Expo
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2017-2018 USA Wine events
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Welcome to The7 – Ultimate WordPress Theme Sites. This is your first post. Edit or delete it, then start blogging!
Hello world!
Welcome to The7 – Ultimate WordPress Theme Sites. This is your first post. Edit or delete it, then start blogging!
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The impact of lorem ipsum in 2016
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10 Reasons for mollis massa pulvinar tincidun
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Yoga may improve quality of life for people with asthma
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Heart disease risk higher among shift workers
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Morning flu shot might be more effective than afternoon
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Childhood obesity is still rising
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Add yoga classes to your everyday life
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Exclusive family master class
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Summer 2015 fashion trends
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Studio photography secrets
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